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Building a Responsive UX To Facilitate Real-Time Updates & Enhance Customer Service

CASE STUDY

The client, Empower Data, is a SaaS platform that provides AI-based analytics to identify sales opportunities for industrial OEMs (Original Equipment Manufacturers). Empower Data empowers partner OEMs to have a consolidated and transparent view of their installed bases.

Disclaimer: The name Empower Data is a placeholder, as there is an NDA signed between both parties. 

Challenge

The client was already solving a significant industry challenge of providing transparency to the partner OEMs about their installed bases. The client had a web application that provided organized information and insights about the products and customers to the client's partners.
 
The web application consolidated the data from multiple sources such as CRM systems, ERPs, and different geographical locations and showed real-time updates in the dashboard. Thousands of contractors working with the OEMs used this web application to get updates on which customers near them needed new installations or replacements of existing equipment.

 
As the application was web-based, it was inconvenient for contractors to check for updates and notifications regarding new installations and replacements. Also, the contractors often received delayed notifications since the web application was relatively slow. It resulted in dissatisfied customers, frequent customer complaints, missed opportunities, and lower profitability.

Solution

To solve this problem, the client decided to build a mobile application to make the entire process more efficient and convenient. The client’s engineering team had almost completed the app’s backend system. Since they had no prior experience building native applications, they were looking to work with a product development partner to build the application's front end.
 
The client’s Head of Engineering found 
Maruti Techlabs’ profile on Clutch and decided to reach out to us. We were shortlisted for the partnership based on our experience, portfolio, and understanding of the overall vision. Both the teams had several meetings discussing and finalizing the scope of work, after which our team kicked off the actual development work.
 
We built the front end of the mobile application in such a way that it provided a consolidated view of:
 
○  Location Details
○  Equipment Details
○  Order Details
○  Pending Request Details
 
It helped the contractors and OEMs easily track real-time updates on assets, location, opportunities, contacts, equipment warranties, etc. 

We integrated Mapbox map navigation and location updates so that the contractors could track which place in their locality needed replacements or reinstallations and could plan their trips accordingly. Push notifications were also set up to notify the contractors immediately.

○  Location Updates with Custom UI
○  Push Notifications
○  Timely Service
○  Customer Satisfaction  

We developed mobile-friendly dashboards that provided a 360-degree view of the customer stats. Insights on equipment age, service revenue generated, top item category, parts revenue, etc., can be easily pulled up for trends analysis. To make information retrieval even easier, we built the search feature for users to quickly find the reports they wanted.
 
○  Granular Reports
○  In-app Search Bar
○  Analytics at your Fingertips
○  Friction-free User Experience 

For more secure user authentication, we implemented single sign-on (SSO) using the WSO2 Identity Server. It saved time for the users, contributing to an enhanced user experience. Besides building the login feature, we also developed some of the backend APIs explicitly needed for the mobile application’s functionality.
 
○  Single Sign-On (SSO) Authentication
○  Time Saved
○  Enhanced Security 

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Communication & Collaboration

Maruti Techlabs ensured regular communication with the client, which helped the team streamline expectations and the next course of action. We used Jira Software to plan sprints, track story points, and reprioritize user stories and bugs. A shared Slack channel was used for day-to-day communication between stakeholders from both parties.
 
Regular standup meetings were held to ensure smooth collaboration. The project involved three developers, one QA, and a project manager from our team. The client’s team acting as the point of contact consisted of their:

 Chief Technical Head
 Head of Engineering
 Product Manager
 UX Designer

Technology Stack

Result

✔️We built a highly intuitive app suiting the needs of the end-users.

✔️Due to the contractors receiving instant push notifications, the number of missed requests for reinstallations and replacements has been reduced to zero.

✔️The app has a minimalistic and simple design so that it is easy to use and convenient.

✔️With a dedicated team to the project, we provided a faster pace of development as the in-house team lacked time and expertise.

✔️Real-time updates from multiple ERPs and CRMs are consolidated on the dashboard in one place.

✔️OEM partners of the client are now always on top of the developments on the installed bases.

✔️The client has reported an overall improvement in customer service due to transparency in data.

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Our Development Process

We follow Agile, Lean, & DevOps best practices to create a superior prototype that brings your users’ ideas to fruition through collaboration & rapid execution. Our top priority is quick reaction time & accessibility. 

We really want to be your extended team, so apart from the regular meetings, you can be sure that each of our team members is one phone call, email, or message away.

Maruti techlabs Development Process

How We Work? 

Requirement Analysis
By clearly understanding client requirements, we identify key objectives and make informed assumptions about the final product. Our team defines priorities and sets requirement parameters that facilitate the user interface design for the next stage.

Requirement Analysis

UI & System Design
Here, ideation and conceptualization help define all the inputs and tools required for the development. Interactive mockups and wireframes help achieve this and build a stable system design for the initial prototype.

UI Design

Development
Based on the plan of action, our expert engineers get to work to quickly dole out a prototype and implement the feedback received on the system design to increase the product's usability before it moves onto the testing phase.

Development

Testing
Real performance and quality improvements happen at this stage through several iterative testing rounds that involve bug fixes, code improvements, feature testing, and much more. Once a stable version is prepared, it is presented to the client for approval.

Testing

Deployment
After refining the code, the prototype is ready to be deployed once again in the user environment for functionality feedback and user response. This feedback is vital for making final improvements to the code and using it for the final product.

Testing

A perfect software prototype demands a perfect execution methodology. We follow Agile, Lean, and DevOps best practices to create a superior prototype that brings your users' ideas to fruition through collaboration and rapid execution.

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Maruti Techlabs is an agile-powered digital product development company and your guide on the digital transformation journey. We are a team of passionate, purpose-led individuals that obsess over creating innovative solutions to address our clients’ challenges and deliver unparalleled value.

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