End-to-End Support Services Enhanced Dealers Customer Experience for a North American AutoTech Leader
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 an effective issue resolution. Our team ensured that complex issues were resolved swiftly, minimizing disruption for their vast network of dealers. This strategic support model allowed the customer to focus on product enhancements and core business activities while providing reliable, uninterrupted services to its dealers. Enabled seamless dealer experience with faster triage and issue resolution, which reduced disruptions, enhancing the dealer experience.
