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Unified Client Gateway for Equipment Manufacturer
  1. case
  2. Unified Client Gateway for Equipment Manufacturer

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Unified Client Gateway for Equipment Manufacturer

itransition.com
Manufacturing
Food & Beverage
Packaging

Challenges in Aftersales Service Efficiency and Data Integration

Fragmented customer data across CRM, DMS, SharePoint, and spare parts websites led to inefficient multistep maintenance processes. Engineers faced difficulties accessing equipment documentation, user manuals, and parts ordering systems, resulting in prolonged equipment downtime and reduced service quality.

About the Client

Market leader in test and measurement solutions for tobacco, food, and packaging industries with global operations

Objectives for Unified Client Gateway Development

  • Integrate four customer data sources into a single gateway
  • Accelerate aftersales service delivery
  • Provide centralized access to equipment documentation and training materials
  • Implement secure role-based access control
  • Enable QR code-based equipment information access

Core System Functionalities

  • Multi-source data integration (CRM, SharePoint, websites)
  • Role-based user access hierarchy
  • Equipment documentation portal with version control
  • Integrated spare parts ordering system
  • Training video library with progress tracking
  • QR code-enabled asset information access
  • Localized technical support contact directory

Technology Stack Requirements

AWS Cloud Hosting
REST API Integration
SharePoint Integration
S3 Storage for Media

External System Integrations

  • CRM System (equipment data)
  • SharePoint Document Management
  • Cerulean COESIA Website
  • Spare Parts Identification Website

Non-Functional Requirements

  • High-security document storage (ISO 27001 compliance)
  • 99.9% system uptime SLA
  • Scalable architecture for 10,000+ concurrent users
  • Multi-language support for 94 countries
  • Mobile-responsive design

Expected Business Impact

Anticipated 40% reduction in equipment downtime through instant documentation access and streamlined parts ordering. Improved engineer productivity via mobile-optimized interface and QR code functionality. Enhanced customer satisfaction through self-service capabilities and localized support resources.

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