The
challenge
Improper integration left data quality poor and the experience poor during customer claims
No data standard from OEMs
Millions of customer, subscription policy and vehicle data are sent to Xperigo with no data standard from OEMs.
Duplicated towing dispatch
Thousands of cars break down on the road, and duplication of towing truck dispatch was causing financial loss.
Salesforce used as data storage
Salesforce was being used as data storage, and there was no future proof integration strategy.
Solution
design
An enterprise architecture, integration strategy and multi-year plan to improve data quality
Review use cases and existing systems
Provide an architectural roadmap
Establish a multi-year technology plan
Review use cases and existing systems
PlektonLabs was engaged to come up with an enterprise architecture and integration strategy, after interviewing the stakeholders and reviewing integration use cases and existing systems.
Provide an architectural roadmap
PlektonLabs provided an architectural roadmap and integration strategy to improve the data quality and achieve a holistic view of the customer claims.
Establish a multi-year technology plan
PlektonLabs also provided a multi-year plan to utilize cutting edge tools and technologies such as MuleSoft, Data Warehouse, Salesforce.com, Azure Cloud and FiveNine Telephony Systems.
Business
benefits
More accurate call center data, fewer duplicated towing requests and better manageable, flexible IT
Accurate Call
Center Data
Better Breakdown
Visibility
Fewer Duplicated
Towing Requests
More Manageable
Flexible IT
Results
delivered
In each quarter, Xperigo achieved better customer satisfaction scores and reduced the financial losses
Better customer experience
Better customer satisfaction scores were achieved in each quarter.
Increase in revenue
Fewer duplicated towing requests and reduced financial losses.
Flexible, manageable IT
Better manageable and flexible IT with an integration strategy.
Capabilities
used
The capabilities and delivery expertise that supported the work
