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Customer-Facing Mobile Application for Enhanced Client Support in Manufacturing

s-pro.io

Manufacturing

Mining

Construction

Power Systems

Government

Marine

Challenges in Client Support Accessibility and Personalization

Traditional support channels (phone, email) caused delays and limited accessibility for mobile clients. Generic interactions led to customer disconnection, while inadequate tracking systems hindered process optimization and recurring issue resolution.

About the Client

Official Cat® equipment supplier with 3,000+ employees and 23 service centers across Australia, PNG, and the Pacific, offering equipment sales, rentals, and support services.

Objectives for Mobile Application Development

Enable seamless, multi-channel communication (chat, voice, video) for real-time support
Implement personalized client profiles to deliver tailored support experiences
Establish robust tracking and analytics to optimize support workflows and reduce resolution times

Core Functionalities and Key Features

Multi-channel live communication (chat, voice, video)
Client profile creation and preference management
Real-time interaction tracking with performance metrics
Customizable dashboard for support analytics

Technology Stack Preferences

React Native

Node.js

AWS Cloud Services

Firebase

System Integration Requirements

CRM platform (e.g., Salesforce)
Existing ticketing systems
Payment gateways

Non-Functional Requirements

24/7 system availability
Data encryption and GDPR compliance
Scalable cloud infrastructure
Sub-2-second page load times

Expected Business Impact of Mobile Application Implementation

Improved customer satisfaction through instant, personalized support access; 30% faster resolution times via streamlined workflows; enhanced client retention through tailored experiences; data-driven insights to proactively address recurring issues and optimize service delivery.