The customer needed a new helpdesk system that would be better, faster and easier to use. The system that they have been using until that day was not able to fulfil all of the customers’ needs adequately. They felt that they need a modern web based service tool that could support the performance the The customer with its external customers as well as their internal ones within the scope of the IT service management. The new service tool should be included in the already existing process and IT environment of the customer.
The 50 employees of this specific department at the customer were not able anyone to cope with approximately 8500 tickets per year from 300 different customers who would send out service requests. All the different requests were sent out via email and the customer was not able to check if the correct contact person was the sender. That was the reason for a very troublesome and tedious working atmosphere. The customer felt the need to speed things up and to be more productive.
To reduce costs, Sanquin has outsourced the IT services to an external provider. “But we did not foresee that we would lose control over our servicep roces” explains Paul Swart, project manager. “The influence that we had on the control and with that on the overall quality of the IT service came under pressure. Which led to an unbalanced situation between the sourcer, internal staff and the enduser. End users had the feeling that their requests ended up in a big black box”. Sanquin needed a solution that could provide transparency as well as govern the agreements between the internal IT staff and the sourcer. Basically, they wanted to stop the arguing over service level agreements. For all parties involved it was frustrating and there was a clear need for one single source of registration of all tickets. This would be the basis for getting back in control and get insight in the performance and monitoring of the SLA’s. In addition, they wanted to improve efficiency and harmonize processes between the different departments, leading Sanquin to the decision to look for a partner to help them achieve these goals and improve end user satisfaction.
https://partners.home.mendix.com/link/project/82Reggefiber is gaining momentum because of its current strong growth. To be able to maintain quality customer service, it became necessary to modify many business processes. In 2008, entering and processing orders as well as creating invoices were performed manually, which was very time-consuming as their customer database was increasing rapidly. Reggefiber delivers its services throughout The Netherlands and is regulated by the ‘OPTA’, an independent organization that monitors compliance with Dutch telecom legislation. This involves that Reggefiber must comply with a number of strict KPI’s, such as fixed delivery times. It requires considerable coordination as well as a number of well-organized work processes, in order to deliver all connections and services on time. Therefore, comparing different solutions about several aspects, Reggefiber has considered several software solutions that would optimally support their administrative processes. When selecting the right supplier, it was important that the new solution required little manpower, to avoid the IT department being confronted with capacity problems. A second aspect was Reggefiber’s aim to extend the solution in the future with new functionalities and automation of other business processes, without any problems. The fact that Mendix/ExpertDesk supports service processes as well was a considerable plus to Reggefiber.
The telecommunications industry is evolving into a highly competitive volume market. Deal sizes are decreasing while the cost and complexity of sales support is increasing. These trends are creating new needs for achieving profitability in this already competitive industry. Sales support has become a key success factor, and therefore managing lines of communications between these entities has become imperative. As the network grew in size and reach, it became increasingly difficult to maintain lines of communication throughout distribution channels.
https://partners.home.mendix.com/link/project/77Mendix teamed up with its partner, Mansystems, to deliver a mobile application for field-based project officers working for War Child in Uganda to report, in real time, on the progress of their interventions, which focus on empowering children and young people affected by conflict in Northern Uganda.
After decades of war, conflict, and brutal oppression at the hands of dictator Idi Amin and rebel leader Joseph Kony, a new generation of young people in Uganda are rebuilding and reclaiming their lives. Thanks to a range of social services and programs from War Child, children and young people in the war-torn country are now re-emerging to learn life skills, vocational skills, and entrepreneurial skills and receive education, protection, and psychosocial support. But the lack of any automated infrastructure behind these programs in Uganda was a serious obstacle. In particular, data collection and reporting on the various activities and programs was trapped in manual paper or Excel spreadsheets that were completed intermittently at best and that required significant time from project officers who preferred to work with children and young people, not paperwork.
According to Ernst Suur, program development advisor, field reports – so vital to demonstrating measurable progress and securing continued funding from donors – were a time-consuming headache. “We had many project officers in remote areas of Uganda who were filling out reports on paper,” he said. “It wasn’t uncommon for those reports to get rained on, eaten by mice, or lost. And moving to Excel wasn’t a big improvement because of the difficult interface and the challenges of using a PC in remote areas.”
The previous EDC system in place at the Julius Center was not ideal. The system had been developed using a traditional approach, requiring new code to be written for each and every function. That made the system rigid, time-consuming, and expensive to develop and adapt. Frank Leus, Head of Data Management & Project Support at the Julius Center, decided to abandon this system. The new system needed to facilitate faster builds and continued development. It also had to be flexible and user-friendly, as well as compliant with modern laws and regulations.
https://partners.home.mendix.com/link/project/90
How the DSI Foundation can ensure complaints in the financial market are handled securely.
How Retourplaza guarantees a customer’s home delivery is identical to their online order.
https://partners.home.mendix.com/link/project/72How ILD Care improves the quality of life for patients with a rare lung disease.
https://partners.home.mendix.com/link/project/81Built on the Mendix platform, the Gappless SaaS solution manages the core process of a construction project. Job-site managers and supervisors must meticulously document the quality of their projects right at the job-site, in so-called registrations. Faulty registrations can hamper agility and profitability for construction companies.
Even a smaller company might produce several thousand registrations annually, which means Gappless can save companies tens or hundreds of thousands of euros each year. Already Gappless has been used in more than 150,000 registrations for projects valued at more than €100 million. When building the initial application, testing the core functionality was essential to ensure easy adoption by launching customers. Gappless worked with a dedicated test team to ensure the quality of the app. At the time, the development was outsourced; therefore, it was crucial for Gappless to test their own app for acceptance. The manual testers did not have a technical background, but understood their customers and their usage of the application.
On the acceptance environment, the manual test team would test all core functionalities. With every new feature, the testers ran through the same test script to ensure an error-free production environment. “We spent every day of the week testing the core functionality, because our development team was constantly adding new features,” said Joshah Fraanje, lead tester at Gappless. “It was quite cumbersome to test the same flow in the application over and over again. We knew there had to be a better way.”
Everywhere in the world, smartphones are becoming more successful in professional life. According to a forecast by the American IT market, researcher International Data Corporation (IDC), the market for smartphones and tablets is expected to develop strongly in the current year[1]. It was important for The customer to be able to offer services adapted to the new needs and habits of each of its customers.
Indeed, the customer already has a digital customer service called ExpertDesk, but only available on the computer.
In order to improve the flexibility of their customer service, the customer has set itself the objective of acquiring a mobile version for the digital customer service mentioned above, so that it can offer a fast solution adapted to the current needs of its customers. The new mobile service will have to be available for customers wishing to use a smartphone as a work tool to continue their tasks even if their computers are out of reach.
[1] https://de.statista.com/infografik/776/prognose-absatz-internetfaehige-geraete/
accessed on 23.07.2017
How KPN motivates developers to deploy applications on its LoRa network, an energy-efficient wireless network for the Internet of Things (IoT).
Business leaders determine when, where, and how an organization expands its reach. However, the technology used to carry out those plans must support (and ideally enable) the company, otherwise they will remain just that - plans - and never materialize into reality. In our first installment of their success story, we outlined how Kinetech enabled eXp Realty to kick-off an international expansion with Australia and the United Kingdom by using Mendix to develop the first version of the Join Application. In this case study, we’ll outline how Kinetech refactored the original Join Application so that it could support multiple countries and serve as the sole new agent join application (the “Global Join Application”) for all countries outside of the United States and Canada. This is a perfect example of the compounding benefits of low-code. We will also highlight an entirely new application that was developed called the Payment Application, which is a microservice focused exclusively on payment processing. One of the primary challenges Kinetech had to solve was how to ensure the international engineering team remains an enabler of the leadership team’s international expansion plans. At the same time, Kinetech had to ensure that our technical solution was consistent with the microservice architecture and governance practices defined by eXp. The engineering team had to avoid 'application sprawl' and focus on the scalability of each individual application and the overall ecosystem. The most difficult challenge to overcome was how to build applications that were both standardized and customizable, where the benefits of both models were realized and the drawbacks minimized. Ideally, their new solution had to: Lower the Total Cost of Ownership (TCO) by empowering super users to work without involving the IT department. Scale to support unlimited countries and their unique workflows while minimizing design time. Support multiple currency types and be configured by an administrator (Vs. IT personnel) Remain GDPR compliant by allowing system administrators to store data in ring-fenced geographies and allow users to request and have information captured about them in the system be permanently deleted Enable global expansion via a microservice architecture They selected the Kinetech FinTech Cloud to do so. With an elite team of certified Mendix expert engineers, Kinetech offered the expertise and know-how needed to deploy and configure a microservice architecture to bring all of the pieces together, delivering at a speed that only a low-code-powered solution can provide.
https://partners.home.mendix.com/link/project/53The customer made the observation that there are thousands of businesses out there in the world. Thousands of companies have again thousand and more working relationships. However, all these businesses and relationships cause a lot of paperwork and when a project or service has been delivered, the financial departments take over and begin to write invoices. But not all of the companies pay their bills right away. Some of them tend to forget or simply do not pay for whatever reason. The companies who delivered their projects or services have to start asking and begging for money. They use their basic tools like e-mails, mails and telephones and have to keep up with and comply to deadlines. Otherwise it is not possible for them to claim their money due to legal terms.
Some, who cannot handle all of their debt collections themselves, even pay a lot of money in order to hire a debt collection company that does all the work for them. This is almost the only way, companies are able to finally receive all the money that is due to them. The companies that do not have the money to hire an external company have to wait and wait and sometimes do not see any of their money. They lose money although they worked hard and delivered projects or services.
the customer sees a great chance to step in and to find a solution to this vicious circle for all the companies out there who are waiting for their money. the customer wants to digitalize these processes so that all the paper work can be reduced and so that some of the debt collection processes can be automated. They want to make life easier for the companies by helping them to not forget any deadlines and to have controlled processes.
Serving over 2,500 customers throughout Europe is not an easy task, especially when considering the need to orchestrate deliveries and pickups with different logistics partners in many different countries. Furthermore, JD Europe’s portfolio comprises of more than 1,000 articles that need to be distinguished by color, year of production and OEM partner when answering requests for service. Adding the need to identify whether a returned part is still under warranty or not, and the data to be respected over the course of a service process along with respective business rules tend to get rather complex.
In addition, JD Europe aimed to extend their service offering portfolio which made it crucial to implement a solution that was easily extendable in the future. It should allow to interconnect applications that will add specific information for bikes to enrich the available data for the bikes and for the parts over an articles lifecycle.
Material compliance is a very complicated matter. There are many different policies and laws that all participants of this industry have to comply to. It is crucial to stay on top of things when it comes to fast passed policies and laws. All parties also have to adapt quickly to policies and laws that have been changed. But there are not only fast passed or changed laws and policies that have to be considered. Besides statutory guidelines, there are also customer requirements that need to be fulfilled.
That means that every service provider of this industry has to check the policies, laws and requirements constantly in order to prevent missing any changes. This requires a lot of time and resources, but if the compliance cannot be guaranteed, even bigger costs will occur.
Therefore, tec4U wanted to present a new communication platform for manufacturers to support the communication process about law specific information between the manufacturer of a product and the suppliers. The platform must allow to request law specific product information from suppliers, and manage the supply chain. With this platform the supplier can answer law specific questionnaires through an easy guided process.
Material compliance is a very complicated matter. There are many different policies and laws that all participants of this industry have to comply to. It is crucial to stay on top of things when it comes to fast passed policies and laws. All parties also have to adapt quickly to policies and laws that have been changed. But there are not only fast passed or changed laws and policies that have to be considered. Besides statutory guidelines, there are also customer requirements that need to be fulfilled.
That means that every service provider of this industry has to check the policies, laws and requirements constantly in order to prevent missing any changes. This requires a lot of time and resources, but if the compliance cannot be guaranteed, even bigger costs will occur.
Beside communication the manufacturer of a product has to identify materials that are not allowed, calculate the amount of this substance to discover if it is over a specific limit and present the result on the products parts list. This supports the manufacturer in delivering requirement-compliant products.
The platform must allow to manage the supply chain, maintain detailed product information and request product information from suppliers.
The customer's internal IT department offers special services to let connect Business customers to the customer's services, APIs and plugins. To integrate these services in a modern and user-friendly landing page, the customer's IT was searching for a fast and high productive platform. This platform should provide a solution with a high degree of flexibility to change and adapt the APIs, plugins and interfaces as well as descriptions and manuals.
The result should be a new channel to sell these special services and promote an easy way to interact with the customer's IT solutions. Especially the extraordinary skill and knowledge of the customer in that B2B field should be shown by the solution. The deployment of this intelligent interfaces to the customers IT is supported by small demo examples and an automatic installation routine.
All in all, the provisioning page should be interactive and intuitive in use. So that one stop sale could be established.
Het Adviesbureau trains, coaches, and leads teams toward high performance and agile working. Regular reflection on key elements like purpose, roles, and dynamics accelerates team learning. A team maturity scan provides insights and tailored assignments to foster growth. Initially using an Excel tool, Het Adviesbureau sought an upgrade for automated processes, lead generation, secure data collection, and dynamic user interaction. Rapid deployment was crucial for their needs.
https://partners.home.mendix.com/link/project/27The customer is a fast-growing online brokerage in the USA. Since the start of the project, they have done all of their collaboration in the cloud. They even have a full-fledged digital environment that they use to gather and do meetings. Until now, they were always using off the shelf applications that would fit their business processes to some extent. However, customizing and maintaining those applications took a lot of hours, which was not efficient. To fix that problem and to have a solid platform that can facilitate their own rapid growth, they chose to build a custom application with Mendix. Mansystems' role is to guide them into the beautiful world of Mendix and help set up a solid base on which they eventually can develop further. Mansystems assists with the architecture and defining their business process within the Mendix application.
The customer needed to face fast growing and multiple systems.