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Empowered A Leading Automobile Manufacturer in Japan

IT Support, Software Engineering /

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.

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Seamless IT Support Services For a Leading Dental Brand in the USA

IT Support, Software Engineering /

IT Support for Dental Brand in USA | Improved Efficiency Home/ Customer Stories/ Software Engineering Customer Story · Software Engineering Seamless IT Support Services for a Leading Dental Brand in the USA Seamless IT support services for a leading dental brand in the USA helped enhance operational efficiency and improve global operations. Adroitent Case FileIT SupportITIL · ServiceNow3 min read The inflection pointBusiness Challenge 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. 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. 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. Over 400 applications, a global footprint — and a growing need for robust IT support. The interventionSolution 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. Hardware & software support Providing hardware and software support for laptops, mobile devices, and internal applications. Role-based access management Managing role-based access by creating accounts and providing access based on user roles, following ITIL best practices. Application support Handling support requests for various applications, ensuring timely resolution and minimal downtime. Knowledge base development Developing and maintaining a knowledge base with over 200 articles to assist users in troubleshooting common issues. Tools / Technologies Leveraged A standardized, ITIL-aligned support stack 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. ServiceNowSAPOracleMicrosoftITIL By the numbers Scalable support Minimized downtime 120-150 tickets/day 200-article knowledge base By the numbers Scalable support Minimized downtime 120-150 tickets/day 200-article knowledge base The payoffBusiness Outcomes 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. The stack behind itTools & technology ServiceNowSAPOracleMicrosoftERPSaaSBusiness IntelligenceITIL This engagement was delivered as part of Adroitent’s Software Engineering Services practice. Good to knowFrequently asked questions What are managed IT support services? Managed IT support services provide ongoing management of an organization’s hardware, software, applications and user support — typically through a dedicated team and service desk — so issues are resolved quickly, access is governed, and internal teams stay productive. What is ITIL and why does it matter for IT support? ITIL (Information Technology Infrastructure Library) is a widely adopted framework of best practices for IT service management. Following ITIL standardizes processes like incident, access and knowledge management, leading to faster resolution and more consistent service quality. What is role-based access management? Role-based access management grants users permissions based on their job role rather than individually. It streamlines account provisioning, strengthens security and compliance, and reduces errors by ensuring people can access only the systems their role requires. How does a knowledge base improve IT support? A knowledge base is a curated library of articles and solutions to common issues. It lets users and support staff resolve recurring problems faster, reduces ticket volume, and preserves institutional knowledge so support scales without proportionally growing headcount. What is a first point of contact (POC) in IT support? A first point of contact is the single, defined entry for all support requests. Establishing one ensures every outage or request is logged and triaged promptly, speeds incident response, and gives users a consistent, reliable path to resolution. Scale IT support across your global operations. ITIL-aligned service desk, role-based access and knowledge bases that cut downtime. Start a conversation Explore Software Engineering Keep reading Related customer stories Software engineering Driving digital excellence for a North American automotive leader Read story Software engineering Powering AI-driven travel experiences with DevOps and AWS Read story Software engineering Modernization of healthcare applications in the US Read story More from Adroitent: all customer stories · insights & blog · adroitent.ai

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A lawyer in a black suit reviewing documents at a wooden desk, with a gavel, legal scale, and clipboard in front of him in an office setting.

Quality Engineering Services for a US Financial Software Provider

QACoE, Software Engineering /

Quality Engineering Services Transformed Legal Management for a Leading US Financial Software Provider https://adroitent.ai/wp-content/uploads/2025/05/Legal_Platform_Modernization.mp4 About the Customer Our customer is 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 client operated on a legacy legal management platform that, while functional, faced several critical limitations in a fast-evolving digital environment. To remain competitive and deliver greater value to their customers, modernization became imperative. Key Challenges: Outdated user experience: The existing interface, though operational, did not align with modern UX standards. This resulted in reduced user satisfaction and a weakened competitive market position. Inflexible architecture: The legacy system’s architecture hindered rapid deployment of new features and third-party integrations, which were increasingly demanded by users. Scalability and performance issues: As the client’s business expanded and data volumes surged, the platform struggled to deliver consistent performance, impacting user experience and operational reliability. High operational costs: Maintaining legacy infrastructure led to escalating expenses and inefficient, time-consuming operations, limiting the client’s agility and cost-effectiveness. Modernization Validation: The need for an independent quality assurance team to perform a thorough validation of the modernization effort. Adroitent’s Solution Adroitent collaborated closely with the customer to provide end-to-end Quality Engineering Services, ensuring the new platform met all functional and performance benchmarks. This seamless transition from a legacy system to a modern, user-friendly legal platform not only enhanced the user experience but also reinforced the customer’s competitive edge. Leveraging a rigorous testing methodology, strategic automation, and a collaborative delivery approach, we ensured the platform maintained the reliability their users depended on while elevating overall performance and usability. Testing Process Overview User story grooming: Worked closely with stakeholders to refine and prioritize user stories. Test case development: Developed detailed test cases based on acceptance criteria and created reusable components for efficient maintenance. Test execution: Conducted comprehensive testing cycles, including UI, functional, and regression tests. Automated repetitive smoke and regression test scenarios helped reduce testing cycle time between releases. Teams generated consistent test results with detailed reporting. Defect logging: Recorded bugs in Jira, providing clear visibility and traceability throughout the process. Re-testing: Validated fixes and performed regression testing to confirm issue resolution. Automation: Utilized TestComplete automation tool to automate repetitive test cases, enhancing efficiency and coverage. Testing coverage: The QA team was engaged in executing Functional, UI, Smoke, Regression, and User Acceptance Testing (UAT). Agile methodology: Adopted the Scrum model to facilitate iterative development and continuous feedback. Technologies Leveraged: js for building dynamic user interfaces Jira for efficient project and issue tracking TestComplete for robust test automation Business Outcomes Modernized platform: With dedicated teamwork and an emphasis on quality, we enabled the customer to modernize their legal management platform, aligning it with the dynamic requirements of today’s law firms. Enhanced quality: Delivered a high-quality, user-friendly modernized application that met all functional requirements across all application modules, resulting in increased customer satisfaction. Cost efficiency: Automation and streamlined processes led to reduced testing cycles and operational costs. Law firm reported increased and faster onboarding time with the new intuitive interface. Their Client satisfaction scores also increased with the new modernized platform. Reusable test assets: The repository of automated test scripts and documentation, facilitated easy maintenance and scalability. It also reduced testing cycle time by 65% through automation and decreased defect leakage to production significantly.

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Established Quality Assurance Center of Excellence for Automotive Software leader

QACoE, Software Engineering /

Adroitent Quality Engineering Services established and set up a Competence-driven Technology Practice – Quality Assurance Center of Excellence(QACoE) for an Automotive Software Leader in the US. Key Business Outcomes Enabled 20-30% cost savings with early detection of defects across SDLC Accelerated time-to-market by 10% Improved customer satisfaction significantly About the Customer The customer is a technology-enabled automotive leader that brings dealers and consumers together across North America with cutting-edge software products for car dealers. The customer’s all-in-one software for dealers includes trade-in valuations, payment calculators, digital brochures, videos for sales teams, service departments, and other service offers. Customer Challenge The customer faced critical challenges with their software as their time-to-market was largely delayed with bugs identified in production and they did not have an effective quality assurance (QA) practice within their system. Their software releases were delayed due to defects and issues identified and had no proper QA in place to effectively verify and validate their software. The existence of issues impacted their dealers and other prospects and adversely affected their business bottom line. Solution Delivered Adroitent partnered with the customer to establish and manage an end-to-end Quality Assurance Center of Excellence (CoE) as a part of establishing a Competence-driven Technology Center of Excellence (TCoE). Adroitent’s team established a centralized hub to standardize, improve, and oversee quality practices across the customer’s projects to ensure best quality assurance practices are adopted to enable high-quality solutions. Solution Highlights Adroitent’s quality assurance (QA) team established a Quality Assurance Center of Excellence by setting up a testing practice that helped the customer to continuously improve its quality assurance process, reduce defects, and increase the quality of deliverables, thus achieving quicker time-to-market and quicker ROI. Technology Leveraged The technology leveraged included JIRA, Playwright test automation tool, and X-ray for test management. Activities taken up as Part of establishing Quality Assurance Center of Excellence (CoE) Deployed Adroitent’s core team: The Adroitent’s core team involved in this project consisted of the Delivery Head, Project Manager, Test Lead, Test Engineers (Manual and Automated), and Business Analyst. Leveraged Automation tools and technologies: Adroitent’s QA teams leveraged the technology stack that included Typescript – Playwright automation tool, Jira, X-ray for test management, and Confluence to ensure seamless testing of the modules. Established reusable test document repository: QA teams enabled effective documentation, developed test plans and procedures, and adopted best QA practices. The reusable test assets created were test cases, automation scripts, and various other test templates to ensure quicker and faster testing outcomes for the customer. Developed a comprehensive test automation framework: The process included Test planning and design, Test case creation and maintenance, Test execution and reporting, and Test data management. Adroitent’s QA teams adopted some key considerations for automation testing that included prioritization of test case selection, effective test data management, Test environment setup, Test reporting and analysis along with effective maintenance and optimization.  Established scalable quality assurance processes: Enabled functional testing for the customer. We performed reviews to ensure a seamless quality assurance process. Teams performed Defect Management to identify processes for identifying, tracking, and resolving defects. Enabled seamless reporting and analytics: Teams were involved in reporting dashboards and also enabled real-time views of quality metrics, defect trends, and test coverage. The detailed reports on quality performance were shared with the product owner and stakeholders and provided effective data-driven recommendations for QA process improvements. Adopted a process of continuous improvement: QA teams regularly assessed the CoE’s performance and identified opportunities for improvement. Teams ensured to stay updated with the latest testing trends and technologies to enable effective outcomes for the customer. Adroitent also conducted regular training and skill development programs for its team members. Business Outcome Teams identified defects at an early stage and the %Defect Rate on average was 31% thus reducing the overall costs by 20-30%. Production defect slippage was reduced significantly for critical and high-severity defects. Ensured better test coverage: QA teams created more test cases to ensure superior and better test coverage. This led to fewer defects and avoided repetitive work at later stages, ensuring enhanced customer satisfaction with a fully functional product. Enhanced efficiency and overall productivity: QA CoE helped to streamline processes, workflows, and resources, which enhanced efficiency and overall productivity. The customer had fewer production issues and other quality issues, leading to lower costs, and higher productivity, helping them gain a better market position. Improved customer satisfaction: QA team identified tricky bugs in mobile apps and effective use cases were written and tested for both iOS and Android. The QA team approach focused more on Smoke tests which helped to find more bugs apart from the tickets and supported infra execution through automated test cases that improved customer satisfaction significantly. Accelerated time-to-market by 10%: Adroitent’s QA CoE establishment helped to provide high-quality products to market by identifying and resolving show-stopper issues at an early stage during the agile development, thus accelerating time-to-market by 10%. Reduced costs and risks: QA CoE teams helped the customer to minimize the defects and ensured no re-work which reduced costs and risks significantly. Connect with us

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Helped a Healthcare Wellness Provider With Analytics Platform Using Ruby on Rails

Ruby on Rails, Software Engineering /

Ruby on Rails Health Analytics Platform | Adroitent Home/ Customer Stories/ Software Engineering Customer Story · Software Engineering Predicting health: Ruby on Rails at wellness scale How Adroitent built a highly configurable predictive health analytics platform for a wellness provider — plugin-based Ruby on Rails, integrations with labs and diagnostic centers, and AI-driven health projections. Adroitent Case FileHealthcare WellnessRuby on Rails · AWS3 min read The inflection pointHealth data that needed to predict, not just store The customer is a healthcare wellness provider offering predictive analytics to prevent and manage chronic diseases in the early stages — analyzing users’ uploaded diagnostic reports to predict risk of chronic disease and suggesting wellness programs. Needed a comprehensive solution enabling predictive health management Required seamless integration with different service providers and diagnostic labs Demanded a scalable and flexible solution across multiple healthcare systems Health data required strict security and compliance handling Turn diagnostic reports into early, actionable prediction. The interventionA configurable, plugin-based platform Adroitent developed a highly configurable healthcare platform on Ruby on Rails, architected for scalability, easy customization and deep integration across the healthcare ecosystem. Plugin-based architecture A highly configurable platform built on a plugin-based architecture Ensures scalability and allows easy customization per organization’s requirements Multi-provider integrations Connects users to a wide range of labs, diagnostics centers and healthcare providers Flexibility for users to choose the services that best meet their needs User-friendly interface Clear, color-coded test results with graphical history Clickable timelines so users can track health trends over time Secure cloud architecture Hosted on AWS private cloud with ISO 27001 information security standards High availability with multi-AZ disaster recovery; DMZ, VPC and intrusion prevention The game changer AI-driven predictive health projections Advanced AI algorithms analyze health data with digitization Organizations can measure employee health status and identify patterns or trends Patients view their health trends projected graphically and clearly Predictive data identifies areas for targeted healthcare initiatives Ruby on RailsPythonReact.jsPostgresAWSHeroku By the numbers Targeted healthcare initiatives Proactive health management Holistic organizational view Clear health projections By the numbers Targeted healthcare initiatives Proactive health management Holistic organizational view Clear health projections The payoffProactive, preventive, personal Helps implement targeted healthcare initiatives An organization’s predictive data can be used to identify areas for improvement and implement targeted healthcare initiatives for employees, offering a holistic view of organizational well-being. Enables proactive management The platform uses advanced AI algorithms with digitization to analyze health data, enabling organizations to measure employee health status and identify patterns or trends for proactive management. Generates health projections for patients Patients can view and understand trends in their health patterns, with values projected graphically and easily understood. Scalable and secure by design A plugin-based architecture on AWS private cloud with ISO 27001 standards, multi-AZ disaster recovery and intrusion prevention ensured scale without compromising security. The stack behind itTools & technology Ruby on RailsPythonReact.jsjQueryAndroid / iOSPostgresAWSElasticacheNGINXHeroku This engagement was delivered as part of Adroitent’s Software Engineering Services practice. Good to knowFrequently asked questions What is Ruby on Rails best suited for? Ruby on Rails is a mature web framework favoured for rapid development of database-backed applications. Its conventions, mature ecosystem and productivity make it well suited to platforms, marketplaces and data-driven products that need to evolve quickly. What is a plugin-based architecture? A plugin-based architecture builds a core system that can be extended through self-contained modules. New capabilities or client-specific customizations are added as plugins, so the platform scales and adapts without rewriting or destabilizing the core. What is predictive analytics in healthcare? Predictive analytics applies statistical models and machine learning to health data — such as diagnostic reports and history — to estimate future risk, like the likelihood of developing a chronic condition, so that preventive action can be taken earlier. How is health data secured in cloud applications? Through layered controls: private cloud hosting, encryption in transit and at rest, network isolation using DMZ and VPC, intrusion prevention, access controls, and adherence to standards such as ISO 27001 — plus high availability and disaster recovery. Why integrate a health platform with labs and diagnostic centers? Direct integration lets results flow into the platform automatically, giving users a complete longitudinal record without manual entry. It improves data accuracy and timeliness, and gives users the flexibility to choose the providers that suit them. Build platforms that predict, not just report. Scalable product engineering for data-driven healthcare. Start a conversation Explore Software Engineering Keep reading Related customer stories Software engineering Driving digital excellence for a North American automotive leader Read story Software engineering Powering AI-driven travel experiences with DevOps and AWS Read story Software engineering Modernization of healthcare applications in the US Read story More from Adroitent: all customer stories · insights & blog · adroitent.ai

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Helped a Fintech Lender in the US with a Loan Processing Financial Solution using React.js

React.js, Software Engineering /

Fintech Loan Origination Platform with React.js | Adroitent Home/ Customer Stories/ Software Engineering Customer Story · Software Engineering Loans, digitized: 90% engagement, 30% lower cost How Adroitent built a digital student loan origination and processing platform for a San Francisco fintech lender — automating the full loan lifecycle with React.js, e-signatures and cloud integration. Adroitent Case FileFinTech · LendingReact.js · Node.js · AWS3 min read The inflection pointA legacy loan system holding students back The customer is a technology-enabled fintech lender headquartered in San Francisco, offering tertiary education financing — student loan refinancing, private student loans and personal loans priced to each student’s financial profile. Their legacy loan origination system couldn’t keep up. Cumbersome process: manual data entry and heavy paperwork Lengthy application processing: multiple verification layers meant long processing times and dissatisfied customers Lack of digital experience: students met a clunky online experience misaligned with fast-paced digital expectations Regulatory & compliance risks: the existing system struggled to keep up with changing regulatory requirements High operational costs: manual intervention at multiple stages drove up cost and risk Make lending faster, transparent and accessible. The interventionA digital loan origination platform Adroitent partnered with the customer to implement a comprehensive Student Loan Origination and Processing solution — leveraging financial technology, automation and cloud integration to streamline the entire loan lifecycle. Architecture & design Developed a scalable, efficient and secure architecture Designed and built the loan origination and processing solution end to end Loan & document automation Automated the origination workflow from application through underwriting Dynamically generated loan documents with e-signature-based signing Platform digitalization A user-friendly platform letting students apply, check eligibility and track status in real time Self-service portal for uploading documents, checking disbursements and making payments Quality & DevOps QA testing for performance, security and reliability across all workflows DevOps CI/CD pipelines for iterative build, release and timely deployment The game changer End-to-end automation of the loan lifecycle Workflows automated from application to underwriting, eliminating manual steps Real-time application-status tracking with automated stakeholder notifications Platform kept compliant with changing regulations, reducing manual oversight Self-service capabilities that lifted customer satisfaction React.jsNode.jsAWSRDSCypressNew Relic By the numbers 90% more student engagement Significantly faster processing Stronger compliance 30% lower operational costs By the numbers 90% more student engagement Significantly faster processing Stronger compliance 30% lower operational costs The payoffFaster approvals, lower cost Quickened loan processing Average loan processing time was reduced significantly, improving operational efficiency and customer satisfaction. Enhanced student engagement The new digital platform saw a 90% increase in student engagement, with most students completing the application process entirely online. Enhanced compliance & risk management Fewer compliance issues, reduced risk of fraud and greater accuracy in risk assessments. Increased operational efficiency Streamlined workflows and reduced manual effort led to meaningful cost savings. Improved customer experience Faster loan approvals with a seamless digital experience significantly improved satisfaction. Cost savings Automation and reduced manual processing delivered a 30% reduction in operational costs, freeing resources for growth initiatives. The stack behind itTools & technology React.jsNode.jsCypressJiraConfluenceAWSAmazon RDSNew Relic This engagement was delivered as part of Adroitent’s Software Engineering Services practice. Good to knowFrequently asked questions What is a loan origination system (LOS)? A loan origination system manages the lending lifecycle — application intake, document collection, verification, underwriting, approval and disbursement. Digitizing it reduces manual work, speeds decisions and gives applicants transparency into their status. How does automation speed up loan processing? Automation removes manual data entry and handoffs: applications route themselves, documents are generated dynamically, verification checks run automatically, and stakeholders get notified in real time — cutting approval times from days to hours. Why is React.js used for financial applications? React.js builds fast, component-based user interfaces that update efficiently. For lending platforms it enables responsive, real-time experiences — live eligibility checks, status tracking and self-service portals — that work well across desktop and mobile. What are e-signatures and are they legally valid? E-signatures let applicants sign documents digitally instead of on paper. In the US they are legally recognized under the ESIGN Act and UETA when consent, intent and record retention requirements are met, making fully digital loan closings possible. How do lenders manage regulatory compliance in digital platforms? By building compliance into the workflow: automated checks against current rules, audit trails for every action, secure document handling, and configurable logic that can be updated as regulations change — reducing manual oversight and fraud risk. Digitize lending end to end. Automated origination, compliant workflows and a experience customers finish. Start a conversation Explore Software Engineering Keep reading Related customer stories Software engineering Driving digital excellence for a North American automotive leader Read story Software engineering Powering AI-driven travel experiences with DevOps and AWS Read story Software engineering Modernization of healthcare applications in the US Read story More from Adroitent: all customer stories · insights & blog · adroitent.ai

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Helped a global BPO leader with a Real-time Agent Tracking System using MS Dotnet

.Net, Software Engineering /

Real-Time Agent Tracking System for a Global BPO | Adroitent Home/ Customer Stories/ Software Engineering Customer Story · Software Engineering Every agent, in real time: 100% workforce visibility How Adroitent built a real-time agent tracking system for a global BPO leader — live status, service-level monitoring and performance dashboards that let supervisors manage their workforce as it happens. Adroitent Case FileBPO · Customer Experience.NET Core · SignalR3 min read The inflection pointScaling support without visibility The customer is a global BPO leader in customer support, providing dedicated agents, advanced technology and customized strategies for innovative brands — scaling and optimizing customer experience through data-driven, brand-specific service solutions for a global clientele. Delivering expansive customer support services to large, innovative brands at scale Needed an effective real-time agent tracking system to boost efficiency Required tighter control over a distributed workforce of agents Service quality depended on supervisors seeing issues as they happened, not after You can’t manage a workforce you can’t see in real time. The interventionA real-time tracking system on .NET Adroitent partnered with the customer to develop a real-time agent tracking system, significantly improving supervisors’ ability to manage teams efficiently and lift overall productivity by tracking agent activity as it happens. Architecture & development Developed a scalable, efficient and secure architecture for real-time tracking Designed and built the system end to end on .NET Core with SignalR Live agent status Real-time visibility of agent activity and availability Snoozed status for agents on break, with alerts to supervisors when breaks overshoot Service level monitoring Supervisors track response times and customer wait times in real time Immediate corrective action when service levels slip Dashboards & reporting KPI dashboards: call resolution time, CSAT, first-call resolution, average handling time Custom reports aggregating agent performance, customer interactions and call quality The game changer Live data that drives live decisions Supervisors make quick, informed decisions during peak and high-demand periods Tasks assigned based on agent availability and proximity for faster response Delays reduced in fast-paced environments like customer service and technical support Resources optimally utilized across the workforce .NET CoreSignalREntity FrameworkPostgresSQL By the numbers 100% workforce visibility Optimized agent performance Improved decision-making Higher customer satisfaction By the numbers 100% workforce visibility Optimized agent performance Improved decision-making Higher customer satisfaction The payoffVisible, optimized, satisfied Enhanced agent visibility & monitoring Supervisors could track agent activities in real time, enhancing workforce visibility and monitoring by 100%. Optimized agent performance Real-time performance metrics and dashboards enabled supervisors to coach and correct in the moment, optimizing agent performance by 100%. Improved decision-making Real-time agent data enabled quick, informed decisions during peak times, with tasks assigned by availability and proximity for faster response. Increased operational efficiency Monitoring agent location, activities and status in real time ensured tasks were assigned efficiently and resources optimally utilized. Enhanced customer satisfaction Faster issue resolution and improved workforce task delegation contributed to significantly higher customer satisfaction. The stack behind itTools & technology .NET CoreSignalREntity FrameworkHTML / JavaScriptPostgresSQL This engagement was delivered as part of Adroitent’s Software Engineering Services practice. Good to knowFrequently asked questions What is a real-time agent tracking system? A real-time agent tracking system gives supervisors live visibility of workforce status — who is available, on a call, on break or idle — along with performance metrics, so teams can be managed and tasks reassigned as conditions change rather than after the fact. What is SignalR and when is it used? SignalR is a .NET library for adding real-time web functionality. It pushes updates from server to connected clients instantly, without the client having to poll — making it well suited to live dashboards, notifications, chat and status-tracking applications. What KPIs matter in contact center workforce management? Common measures include average handling time, first-call resolution rate, call resolution time, customer satisfaction (CSAT), service levels such as response and wait times, and adherence to schedules and breaks. Why is .NET Core used for enterprise applications? ​.NET Core is a cross-platform, high-performance framework with strong tooling, security and scalability. Enterprises use it for business applications and APIs that need reliable performance, straightforward integration and long-term maintainability. How does real-time monitoring improve customer satisfaction? When supervisors can see service levels slipping as it happens, they can reassign work, add capacity or coach agents immediately. Faster resolution and better task delegation reduce customer wait times and lift satisfaction. See your operation as it happens. Real-time systems that turn live data into better decisions. Start a conversation Explore Software Engineering Keep reading Related customer stories Software engineering Driving digital excellence for a North American automotive leader Read story Software engineering Powering AI-driven travel experiences with DevOps and AWS Read story Software engineering Modernization of healthcare applications in the US Read story More from Adroitent: all customer stories · insights & blog · adroitent.ai

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Empowered a Professional Services Provider With Clinical Decision Support System

PHP, Software Engineering /

Clinical Decision Support Platform with PHP & Drupal | Adroitent Home/ Customer Stories/ Software Engineering Customer Story · Software Engineering Decisions at the bedside: clinical support, instantly How Adroitent built a clinical decision support application for a global professional information provider — putting two decades of trusted family-medicine content into physicians’ hands at the point of care. Adroitent Case FileHealthcarePHP · Drupal · Angular JS3 min read . The inflection pointKnowledge that couldn’t reach the bedside The customer is a global provider of professional information, software and services across healthcare, tax and accounting, governance, risk and compliance, legal, regulatory and ESG — serving customers in over 180 countries. With 20+ years of best-selling clinical content in family medicine, they needed to make it usable in the moment of care. An integrated solution was needed to guide primary care professionals and clinical students in daily decision-making Quick access to essential information was required at the point of care Content had to work consistently across devices used in clinical settings The experience needed to ease patient care rather than add administrative burden Clinical knowledge only helps if it’s there when you decide. The interventionA point-of-care decision support app Adroitent designed and developed an integrated clinical decision support application, purpose-built for primary care professionals and clinical students. Application design & development Front end built with PHP, Drupal, HTML5, CSS and Angular JS/Bootstrap Architecture tuned for fast access to clinical content Custom module development Extensions and custom modules adding features tailored to clinical physicians Functionality shaped around real clinical workflows Theming & responsive design Drupal theming and responsive design for a consistent experience across devices Accessibility and usability optimized for clinical settings Quality assurance Functional, regression and performance testing Verified and validated the reliability and performance of the solution The game changer Clinical content, one tap from the decision Quick access to clinical content and decision-support tools at the point of care Physicians and clinical students make informed decisions in the moment NGINX web server with MySQL managing clinical content and user data Drupal CMS powering theming and responsive delivery PHPDrupalAngular JSNGINXMySQL By the numbers 100% point-of-care support 95% better patient outcomes Optimal user experience Improved clinician performance By the numbers 100% point-of-care support 95% better patient outcomes Optimal user experience Improved clinician performance The payoffBetter decisions, better outcomes Enhanced point-of-care support for physicians The app provided quick access to clinical content and decision-support tools, enabling healthcare professionals, physicians and clinical students to make informed decisions at the point of care — easing patient care. Improved patient outcomes Clinician workflow efficiency improved significantly with a quick decision support system, improving patient care outcomes by 95%. Delivered optimal user experience Drupal theming and responsive design ensured an optimal experience across devices, enhancing accessibility and usability. Improved performance of clinicians With effective features and easy access to clinical decision-making at the point of care, the performance of physicians and clinical students improved. The stack behind itTools & technology PHPDrupal CMSHTML5 / CSSAngular JSBootstrapNGINXMySQL This engagement was delivered as part of Adroitent’s Software Engineering Services practice. Good to knowFrequently asked questions What is a clinical decision support system (CDSS)? A clinical decision support system gives clinicians relevant medical knowledge and patient-specific guidance at the moment of care. It surfaces evidence, guidelines and alerts within the workflow so decisions are faster, more consistent and better informed. How does decision support improve patient outcomes? By putting trusted, current clinical evidence within reach during the consultation, decision support reduces reliance on recall, helps avoid errors and omissions, and speeds up diagnosis and treatment choices — improving both efficiency and quality of care. Why is Drupal used for content-heavy applications? Drupal is an enterprise open-source CMS strong at managing large, structured content libraries with fine-grained access control. Its module system and theming layer let teams build custom, responsive applications on top of a robust content backbone. What is point-of-care access, and why does it matter? Point-of-care access means clinicians can retrieve information right where and when they treat a patient — on the ward, in clinic, on any device. Speed matters: information that arrives after the decision has limited clinical value. What makes a healthcare application usable for clinicians? Speed, clarity and fit with the clinical workflow. Fast search, concise answers, responsive design across devices, and interfaces that reduce clicks rather than adding administrative burden are what drive real adoption among busy clinicians. Put knowledge where decisions happen. Healthcare applications engineered for the point of care. Start a conversation Explore Software Engineering Keep reading Related customer stories Software engineering Driving digital excellence for a North American automotive leader Read story Software engineering Powering AI-driven travel experiences with DevOps and AWS Read story Software engineering Modernization of healthcare applications in the US Read story More from Adroitent: all customer stories · insights & blog · adroitent.ai

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Delivered Pet Telehealth Platform to technology services provider in the US using Node.js

Node.js, Software Engineering /

Software Engineering services helped a leading technology services provider to veterinary sector develop a Pet Telehealth Platform Key Business Outcomes 95% Improvement in Pet Primary Care Revolutionized Pet Care with Easy Access to Vets through a Pet Telehealth Platform About the Customer The customer is a leading technology services provider to veterinary sector located in San Diego, United States. The customer serves the needs of veterinary caregivers with the latest technological advances and with innovative systems to deliver services to diagnose, prevent, and treat the majority of pet pathologies, improving the quality of life for pets and pet parents. Business Challenge For pet owners bringing a pet to the veterinarian’s clinic continues to be a challenge with limited mobility, restricted transportation, or commitments that make outside errands and other activities difficult. The customer with an aim to improve the pets and pet parents’ lives, needed a telehealth platform (Android and iOS) to seamlessly connect pet parents with veterinary professionals to improve pet patient health outcomes and ease pet parent’s lives. The customer needed a comprehensive Telehealth solution that not only facilitated remote interactions and chats but also integrated various functionalities to manage appointments, payments, and medical records of pets efficiently. The goal of the platform was to deliver better pet care outcomes and improve the quality of life for pet parents. Solution Delivered After a deep analysis of the customer requirements, Adroitent team was involved in developing a Telehealth platform. By using this Telehealth platform (Android and iOS), vet care becomes easy and convenient for pet parents while not sacrificing the quality of pet care provided. Anipanion is an easy-to-use virtual visit Telehealth platform that allows vets to connect with pet patients conveniently with an anywhere, everywhere approach. This veterinary telehealth platform seamlessly connects pet parents and veterinary professionals through chats and video calls. Project Activities Vision to production deployment: Teams were involved from the visioning of the product, initial requirements gathering and transitioning concept to a fully functional release of the telemedicine platform Architecture, design, and development: Crafted a scalable and secure architecture. Database design, architecture, and implementation: Database teams were involved in establishing a robust database system to handle complex data securely. Comprehensive data integration: Seamless integration of existing pet data in the veterinary clinics with the new system was done Quality assurance: Total quality assurance was implemented with an end-to-end work flow that included data validation and verification to ensure the solution reliability. Build, release, and deployment: DevOps CI/CD pipelines implemented to build and release iterative cycles for timely deployment of the solution. Key performance metrics: Real-time analytics for pet parents and veterinarians were provided to monitor and improve pet care. Support and maintenance of project: Post implementation, Adroitent team provided technical enhancement and support to ensure optimal performance. Agile Methodology: Scrum model was followed in implementing the solution, with two weeks sprint and a working model release every month. Technology Stack   Angular 5.0, Node JS, Express JS, WEBRTC, Google Analytics and Java. Mongo database, web services used were REST API, and mobile platforms were Android and iOS. AWS cloud and Git repository were also used in developing and deploying the platform.  Key Features Developed Remote access: Pet parents were able to access the app to consult vet specialists remotely. Remote monitoring: Vets were able to see the pet’s health through video conferencing,   and prescribe the treatment. Appointment scheduling: Scheduling, rebooking and cancellation of appointments by pet parents through access to the vet’s availability grid. Payment gateway integration: App was integrated with unified payment gateways. Pet parents were able to pay pets’ medical expenses with their credit cards. Secure communication: Access provided to vet healthcare providers through the platform with a secure communication mode. Pet patient records: Vet healthcare providers were able to store, update, and exchange pet patient’s medical data easily and quickly. E-prescription system: Information about previous prescriptions, insurance providers, and pharmacy information could be easily accessed both by vets and pet parents. Business Outcome Revolutionized pet care: The Telehealth platform revolutionized pet healthcare with virtual access and improved care for the pets.  Increased accessibility to pet primary care: Accessibility to pet primary services increased by 95% leading to better health outcomes for pets and higher satisfaction rates for pet parents. Removed waiting times: Waiting times at the hospitals for the pet parents was removed as they were able to access vets from the comfort of their homes. Streamlined prescription process: Easy access to prescription history, insurance, and pharmacy information of pets and their health records was readily available. Eased payment methods: Online payment options helped both the pet parents and vets as online transactions are faster, improving cash flow, and reducing the time businesses have to wait for funds. Connect with us

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Helped a leading Partner in the USA with a Robust Streaming Platform Using Angular

Angular, Software Engineering /

Virtual TV Streaming Platform Built with Angular | Adroitent Home/ Customer Stories/ Software Engineering Customer Story · Software Engineering One platform, every screen: Virtual TV streaming How Adroitent built a Virtual TV (VTV) platform for a New York streaming leader — a JavaScript framework delivering seamless playback, casting and monetization across smart TVs and connected devices. Adroitent Case FileMedia & StreamingAngular · AWS · DRM3 min read The inflection pointEvery device, a different problem The customer is a leading partner in streaming profitability, unifying apps in homes across all streaming devices into a single, seamless user experience that increases audience acquisition, engagement and monetization. Headquartered in New York, they needed a virtual TV platform that worked everywhere. Seamless streaming was needed across a wide range of smart TVs and devices Playback had to work consistently from legacy TV models to the latest hardware Casting from mobile apps and auto-installation on devices had to be handled reliably Customers without their own app needed a fast route to market Streaming works only when it works on every screen. The interventionThe Virtual TV (VTV) framework Adroitent developed the Virtual TV platform — a JavaScript framework providing seamless streaming across smart TVs (LG webOS, Samsung, Vizio) and devices (Chromecast, Roku, FireTV, Xbox), handling casting, auto-installation and all playback commands. Framework development Core VTV platform framework built with ES6 and core JavaScript for robustness and future scale Conviva and Adobe analytics integrated; file and folder structure restructured SDK integration An SDK that integrates easily with existing TV and device apps Reduces development time and simplifies the transition for customers Lite App A Lite App for customers without their own app, operational in a day New applications created seamlessly for any new customer QA, deployment & support Extensive testing across device and TV models for compatibility and performance Managed deployment plus ongoing support to keep operations smooth The game changer Playback, protection and monetization in one framework Streaming formats including HLS and DASH for versatile content delivery DRM support securing content and preventing unauthorized access Client-side and server-side ad insertion for flexible monetization Closed-caption support for accessibility across device types Angular 7ES6AWS LambdaDynamoDBCloudFrontKinesis By the numbers Enhanced streaming capability 100% higher engagement Flexible monetization Faster time to market By the numbers Enhanced streaming capability 100% higher engagement Flexible monetization Faster time to market The payoffSeamless, secure, monetized Enhanced streaming capability Provided a robust, versatile streaming platform compatible with multiple devices and TV models. Improved user experience Delivered a seamless, high-quality streaming experience, enhancing user satisfaction and engagement by 100%. Improved monetization options Supported various ad-insertion methods, giving the customer flexible options to maximize revenue. Secure content delivery Ensured content protection through DRM, safeguarding intellectual property and maintaining compliance with industry standards. Reduced time to market The Lite App option enabled quick deployment of streaming apps, reducing time to market for the customer’s own clients. The stack behind itTools & technology Angular 7Core JavaScript / ES6HTML5 / CSSAWS LambdaAWS DynamoDBAWS RDSAWS CognitoAWS CloudFrontAWS KinesisConvivaAdobe Analytics This engagement was delivered as part of Adroitent’s Software Engineering Services practice. Good to knowFrequently asked questions What is an OTT streaming platform? An OTT (over-the-top) platform delivers video directly over the internet rather than through cable or satellite. It handles content delivery, playback across devices, user authentication, analytics and monetization such as subscriptions or advertising. What are HLS and DASH? HLS and DASH are adaptive bitrate streaming protocols. They break video into small segments at multiple quality levels so the player can switch quality as bandwidth changes — keeping playback smooth instead of buffering. What is DRM in video streaming? DRM (Digital Rights Management) encrypts video content and controls who can play it. It protects intellectual property from unauthorized copying or access and is typically required by content owners and industry compliance standards. What is the difference between client-side and server-side ad insertion? Client-side ad insertion has the player request and stitch ads at playback time. Server-side ad insertion stitches ads into the video stream before delivery, which is harder to block and generally gives a smoother viewing experience. Why build a shared SDK for smart TV apps? Every TV platform and device — Roku, FireTV, webOS, Samsung, Vizio — has its own quirks. A shared SDK abstracts those differences, so one integration works across devices, cutting development time and keeping behaviour consistent everywhere. Stream everywhere, seamlessly. Platform engineering for media, devices and monetization at scale. Start a conversation Explore Software Engineering Keep reading Related customer stories Software engineering Driving digital excellence for a North American automotive leader Read story Software engineering Powering AI-driven travel experiences with DevOps and AWS Read story Software engineering Modernization of healthcare applications in the US Read story More from Adroitent: all customer stories · insights & blog · adroitent.ai

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