The client is a leading global automotive company with thousands of dealers with presence across the globe. The company has always been at the forefront of technology and has driven industry standards in automotive designs.
The company prides itself for its commitment to provide support to its customers and dealers.
The client has an extensive dealer network that requires support in carrying out their daily activities. The dealers are assigned to a contact person in the company based on the location of the dealer. Many dealers in a specific location are assigned to the same contact personnel.
The dealers would contact through emails, telephone and other means to log their queries and to get the resolution. The information on the contact details would then be compiled into spreadsheets manually by the contact personnel. This method was not satisfactory in maintaining a proper log of data and to generate reports.
The client required a case management system that would be accessed by the dealers and the company personnel. The case management system would be an independent system that requires its own user management and role management. In addition, the case management system needed subsystems for announcements, calendar, and reports.