Software Engineering

Driving Digital Excellence for a North American Automotive Leader with Always-On Reliability & Data Intelligence About the Customer A leading North American automotive technology innovator, the customer empowers car dealers with an integrated digital platform that enhances the entire buyer journey from trade-in valuations and payment calculations to service management and digital retail experiences. The customer’s ecosystem connects dealers and consumers through intelligent, high-performance applications. Business Challenge As platform adoption surged, the customer faced a pivotal inflection point: Increasing need for always-on platform stability across dealer networks Rising expectations for faster issue resolution and zero disruption Demand for continuous product evolution to stay competitive Limited visibility into user behavior and engagement insights Urgent need to implement Google Analytics 4 (GA4) for next-gen analytics The challenge was clear: move from reactive support to a predictive, insight-driven digital operations model. The Solution in detail The Solution: Proactive Engineering Meets Data-Driven IntelligenceAdroitent partnered with the customer to deliver a next-generation support and maintenance ecosystem, combining proactive engineering practices with advanced analytics through GA4. What Transformed the Engagement 1. Always-On, proactive support model Shifted from reactive fixes to predictive issue resolution Continuous monitoring ensured risks were identified and resolved before impacting dealers or users 2. Continuous innovation engine Delivered incremental enhancements and feature upgrades aligned to evolving business needs Ensured the platform stayed future-ready and competitive 3. Quality built into every release Rigorous unit and functional testing frameworks Guaranteed zero regression and consistent product performance 4. Agile at scale Adopted a Kanban-driven Scrum model Enabled continuous delivery, real-time visibility, and predictable releases The Game Changer: GA4-Powered Data Intelligence Adroitent did not just stabilize the platform but unlocked the platforms’ data potential. Custom GA4 dashboards for real-time traffic and user behavior insights Seamless cross-platform integration ensuring unified analytics Deep visibility into user journeys, engagement patterns, and drop-offs Empowered teams to make faster, and smarter data-backed decisions Business ROI Significantly improved platform stability Higher engagement & conversions True data-driven decision making Stronger business outcomes Tools & Technology Leveraged A modern, scalable tech stack included :   JIRA, Confluence | GitHub | Docker | Kafka | PHP, Laravel | Ruby on Rails | MongoDB, PostgreSQL | Heroku | Power BI/Tableau integrations Business Outcomes Significantly improved platform stability: Proactive monitoring and testing led to a sharp reduction in production defects, ensuring seamless dealer and consumer experiences. Accelerated issue resolution: Structured support model enabled faster turnaround times, minimizing downtime and improving responsiveness. Higher engagement & conversions: GA4-driven insights optimized user journeys, resulting in increased interaction across dealer tools and platforms. True data-driven decision making: Teams gained clear, actionable visibility into user behavior, enabling continuous optimization and smarter business strategies. Stronger business outcomes: Improved performance, enhanced engagement, and optimized operations, collectively contributed to a measurable improvement in the customer’s bottom line. Talk To Our Experts

Modernizing and Maintaining a Legacy Legal Management System About the Customer The customer is a leading legal management software provider, offering enterprise-grade solutions to multiple legal firms. They are a prominent provider of financial and practice management software and has been empowering law firms for over four decades. They develop software for mid-sized law firms that enhances workflow efficiency and maximizes financial performance. Business Challenge The customer’s core application, LMS spans multiple layers and versions, built on legacy platforms like IBM AS/400 with RPG and LANSA for back-end processing, and PowerBuilder and Java for front-end display and reporting. The customer needed ongoing maintenance and modernization support for a complex, multi-layered LMS environment (LMS 4, LMS 5, and LMS Plus). They also faced a major US regulatory requirement to revamp 1099 tax reporting formats (MISC, NEC) from PDF to CSV.   Key challenges included Maintaining LMS 4 (legacy RPG/LANSA system) Supporting feature enhancements across LMS 4, LMS 5, and LMS Plus Integrating compliance-driven changes within short timelines Managing multi-channel communication and ticket lifecycle via Zendesk & Jira Navigating VPN access/security issues while collaborating remotely The Solution in detail Adroitent provided end-to-end ownership of modernizing, support and enhancement activities across all LMS layers of the customer’s system. Feasibility analysis: Initially a full lifecycle delivery with Feasibility analysis was taken up for code change (RPG, LANSA) and new feature addition for LMS Plus. Testing process: Unit testing, System Integration testing, and User Acceptance Testing were done in coordination with the product owner. Bug fixes were successfully done with issue resolutions at every stage. All peripheral applications were tested end-to-end. 1099 Tax Reporting Overhaul: Rebuilt tax form logic, shifted output format from PDF to CSV, ensured compliance with latest U.S. Government Standards. Adopted Agile practices: Daily updates for SCRUM ceremonies involving sprint planning, backlog refinement, and direct customer communication were a part of the project activities. Business ROI Ensured Business Continuity Delivered 1099 compliance  Streamlined ticket lifecycle Resolved VPN connectivity issue Tools & Technology Leveraged Back-end Development: RPG, Control Language (CL), LANSA Front-end Layers: PowerBuilder, Java Ticketing & Collaboration: Zendesk, Jira, Confluence Testing tools: Selenium Business Outcomes Ensured business continuity for LMS platform with proactive maintenance Successfully delivered 1099 compliance project within 2.5 months across LMS 4 & LMS 5 Improved collaboration and visibility using Jira and Confluence workflows Streamlined ticket lifecycle from Zendesk to resolution with full ownership Resolved critical VPN access issues, ensuring secure and seamless remote support Strengthened trust with the customer through consistent delivery and rapid response to production issues enhancing the performance and operational efficiency Talk To Our Experts

Modernizing and Maintaining a Legacy Platform (IBM AS/400) Legal Management System (LMS) for Enhancing Platform’s Operational Efficiency About the Customer Our customer is a tech-forward automotive platform provider serving many dealers and consumers across North America. Their software suite powers trade-in valuations, payment calculators, digital brochures, videos for sales and service, and much more. With over 7,000 dealer websites utilizing its capabilities, the company is leading the auto tech industry with advanced platforms. Customer Challenges The customer’s platform had issues and problems that spanned across configuration, data/feeds, and code, often around product boundaries and hosting environments. Some of the pain points were: Fragmented handoffs between support triage and engineering Configuration issues and code issues Handling issues of core services enabled by the customer to their dealers   Solution Delivered Adroitent was chosen as the preferred partner by the customer to enable end-to-end support for their applications. Adroitent teams deep dived into the customer’s system and enabled an integrated support model that aligned with the customer’s business goals. This ensured single-threaded ownership from incident intake to fix and release for configuration, code issues, etc. Procedure adopted for Issue Resolution Dealers reporting issues: Dealers initially coordinated with the customer’s support team at the first level to report their issue. A preliminary investigation was performed by the customer’s support team for issue resolution by diagnosing and identifying the issue. Issue handling: Minor issues were handled by the support team; unresolved issues were logged in Jira, which were handled by Adroitent’s team. Issue type identification: Issues were categorized into Config issues, code issues, or data issues. A Jira ticket was created and assigned to the developer. The developers resolved the issue which was further tested and finally deployed to the production environment. Technology Leveraged Issue & Project Management: Jira Frontend & SDK: TypeScript/JavaScript, Angular Analytics: GA4, Shift Analytics Source Control: GitHub Deployments: Heroku (multi-environment) Cloud & Hosting: AWS Business Outcomes By partnering with Adroitent, the customer achieved significant improvements in issue resolution efficiency. Our team ensured that complex challenges were addressed swiftly and effectively, minimizing disruptions across their extensive dealer network. This strategic support model enabled the customer to concentrate on product innovation and core business operations while maintaining reliable, uninterrupted services for their dealers. We enabled a seamless dealer experience driven by faster triage, proactive resolution, and enhanced service continuity.

Empowered A Leading Automobile Manufacturer in Japan with Global Application Support Services and Improved Operational Efficiency About the Customer The customer is a leading automobile manufacturer in Japan and is named as the sixth largest car manufacturer in the world. The company sells its vehicles under various brands, with in-house performance tuning products and has been producing vehicles for over 80 years. The company has been delivering a diverse portfolio of vehicles under multiple brands including high-performance models. Their global operations span across Europe, North America, and Asia, with distributed application environments tailored for each regional hub. The Business Challenge With multiple operational environments across Japan (East & West), Northeast Asia, and Europe, the customer faced increasing complexity in maintaining and supporting its Azure-based infrastructure. Their application environments required: Consistent troubleshooting and patching Timely certificate and password updates Disk cleanup and regular VM health monitoring Database backup and fine-tuning Migration to newer versions of Azure services in response to Microsoft’s sun setting of legacy features Thus, the customer needed a reliable application support services provider for managing their region-wide proactive issue resolution, maintaining stable infrastructure without service disruption, and avoiding application-level HTTP errors like 502/503, which were critical for their business continuity. Adroitent’s Solution – Seamless Global Application Support Services Adroitent designed a comprehensive application support strategy, tailored to the customer’s multi-region Azure environment. The solution included: Core Support Activities Quarterly patching and troubleshooting Annual certificate renewals Ad-hoc disk cleanups and space optimization Regular VM password updates and Active Directory (AD) account generation Azure version migration across environments to align with Microsoft’s upgrade cycles Full coverage for over 100 Virtual Machines, including: Database servers (Primary & Secondary) Content, Batch, APA, CPAA servers, and AD Servers Automated processes & monitoring with PowerShell scripting for: Disk cleanup Database patching Legacy-to-modern Azure migrations VM Scale up and Scale down – need based Log collection and management Capping memory for reducing the usage of the software Rollbacks and VM backups for fail-safe updates Integration with JP1 Monitoring tool for real-time alerts and event logs Access via VPM login and centralized maintenance server for secure remote troubleshooting Monitoring alerts via mails for quicker resolutions Technologies Leveraged Microsoft Azure Cloud Platform – Scalable hosting and infrastructure PowerShell Scripts – Automation for disk cleanup, patching, migrations JP1 Monitoring Tool – Real-time performance and health alerts of CPU utilization React.js – For dynamic UI experiences Business Outcomes Zero downtime: Reduced the errors of 502 or 503 errors post implementation ensuring continuous availability of business-critical applications. Security & compliance: Passwords and certificates were updated on time across all VMs and servers, ensuring proper strengthening of security. Successful Azure migration: Smooth transition to updated Azure versions was carried out across global environments, ahead of Microsoft’s deprecation (Sun setting) deadlines. Streamlined monitoring: Issues were detected and resolved quickly via automated alerts with effective patching mechanisms. Operational efficiency: Improved operational efficiency with reduced downtime with seamless and stable application availability across regions of customer’s operations.

Seamless IT Support Services for a Leading Dental Brand in the USA Helped Enhance Operational Efficiency and Improve Global Operations About the Customer The customer is a global family of over 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Headquartered in California, USA, the company helps its partners deliver the best possible patient care through industry-leading products, solutions, and technology. The customer’s comprehensive portfolio includes dental implants and treatment options, orthodontics, and digital imaging technologies, covering an estimated 90% of dentists’ clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the human smile. Business Challenge As the customer expanded its global operations in different regions, there was a growing need to provide robust IT support services to both its internal teams and its customers. Some of their business requirements were: Manage IT support for a diverse range of hardware and software assets, including laptops, mobile devices, and internal applications. Implement standardized processes for role-based access management across various departments and applications. Provide timely support for over 400 applications, including SAP, Oracle, Microsoft, ERP, SaaS, Business Intelligence tools, ServiceNow, etc. across varied departments. Establish a knowledge base to assist internal teams and customers in resolving common IT issues on the go at a faster pace with minimal downtime. Solution Delivered Adroitent partnered with the customer to provide comprehensive IT support services for the customer’s global operations. A dedicated team, comprising engineers and senior engineers, was established to manage daily operations and support requests. Key responsibilities included: Providing hardware and software support for laptops, mobile devices, and internal applications. Managing role-based access by creating accounts and providing access based on user roles, following ITIL best practices. Handling support requests for various applications, ensuring timely resolution and minimal downtime. Developing and maintaining a knowledge base with over 200 articles to assist users in troubleshooting common issues.   Tools/Technologies Leveraged ServiceNow for IT service management and ticketing. SAP and Oracle for enterprise resource planning. Microsoft applications and tools. Various ERP, SaaS, and Business Intelligence applications. Internal customer applications: Providing support for proprietary internal platforms. Business Outcomes The collaboration between the customer and Adroitent led to significant improvements in IT support services: Scalable support: The structured IT support approach ensured the customer to efficiently scale its IT support operations to accommodate growth and regional requirements, which enhanced service quality across its global footprint. Minimized downtime: Teams established a first point of contact (POC) for IT support that ensured prompt response to outages and support requests. Faster incident resolution and proactive monitoring led to reduced system outages and productivity improvement. Quicker ticket resolution: Teams resolved around 120-150 tickets per day, with 200 tickets in progress, and efficiently handled support requests quickly. Streamlined IT support operations: Standardized IT support workflows and automation reduced manual errors and inefficiencies during ticket resolutions. Knowledge base: Support team developed a comprehensive knowledge base with 200 articles that significantly reduced the time to resolve common issues and empowered users with effective resolution options. Enhanced operational efficiency: By standardizing processes through ITIL, the customer achieved greater efficiency in IT service delivery, leading to faster resolution times and improved resource utilization across its global operations.