Challenge
Client is one of the largest distributors of consumer electronics in the UAE and has around 32 retail stores in the Middle East that serves a portfolio of world-renowned brands. Problem Statement Client had an existing Service Center Management(SCM) application developed using Delphi that needed to be migrated to the latest technology and make it a nextgen online SCM. As with any legacy application, the existing SCM had challenges scheduling, tracking of service requests and maintaining the SLAs which had a direct end-user impact and negative brand perception. Poor inventory management resulted in a business loss for the client.
Solution
TechAffinity developed a .Net based Smart SCM that is accessible across all of EROS’s service centers. The application was split into subsystems to provide flexibility and role-based access. A separate dashboard where the client can view the inventory in real-time. Personalized Dashboards for the Manager, Technician and Parts Admin with customized off-line and on-line reports. Custom entity framework with n-tier architecture to have the following benefits. Multi-level layers to access the data model. Better Performance, maintenance, and reusability. jqGrid to present the records in simple and user-friendly manner. Key Success Factors of the Proposed Solution One-stop solution to access all sub-systems with different process flows and different work locations. Improved efficiency and accountability for various stakeholders of the application. Migrating to the latest technology ensured robustness, data security, and application performance. Seamless service request handling and automated alters throughout the system to guarantee SLAs. Deployed across 10 locations and used by more than 100 concurrent users.
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