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Development of Customer-Centric Mobile Application for Enhanced Customer Support

s-pro.io

Manufacturing

Construction

Mining

Transportation

Energy & natural resources

Challenges with Existing Customer Support

Hastings Deering faces challenges in providing efficient and personalized customer support due to limited accessibility of traditional channels (phone, email), resulting in delays and customer frustration. Lack of personalization leads to customers feeling disconnected. Furthermore, there's a need for effective tracking and analysis of support interactions to identify trends and continuously improve service.

About the Client

A leading supplier of Caterpillar equipment and services in Australia and several Pacific nations, offering sales, rental, parts distribution, and comprehensive support to diverse industries.

Project Goals

Improve customer satisfaction by providing convenient and readily available support.
Enhance customer experience through personalized interactions and tailored solutions.
Increase customer support efficiency by streamlining communication and automating processes.
Gain data-driven insights into customer support performance to identify areas for improvement.

Functional Requirements

Live chat functionality for instant messaging with support agents.
Voice call integration for direct phone support.
Video call integration for visual troubleshooting and assistance.
Customer profile management to store preferences and history.
Personalized support recommendations based on customer profile.
Ticket tracking and management system.
Reporting dashboard to analyze support metrics (response times, resolution rates, customer satisfaction).
Knowledge base access for self-service support.

Preferred Technologies

iOS and Android native development

Cloud-based backend (e.g., AWS, Azure, Google Cloud)

API integrations with existing CRM and support systems

Required Integrations

CRM system (e.g., Salesforce, Dynamics 365)
Existing ticketing system
Customer database
Knowledge base system

Non-Functional Requirements

Scalability to handle a large volume of users and support requests.
High availability and reliability to ensure continuous service.
Robust security to protect customer data.
Performance optimization for fast response times.
User-friendly interface with intuitive navigation.

Expected Business Impact

Implementation of the mobile application is expected to result in a significant improvement in customer satisfaction, leading to increased customer loyalty and retention. Improved support efficiency will reduce operational costs and free up support agents to focus on complex issues. Data-driven insights will enable continuous optimization of customer support processes, further enhancing the customer experience and contributing to business growth.