The Customer is one of the largest cab service provider in the country with services across 22 cities with more than 1500+ cabs available for booking.
The Customer also have tie-up with Major Corporate Industries as well as Travel Industries to provide cab to their employee’s and customer’s.
The current customer base is around a million within India.
The heart of the business, which is to provide the customer with a cab nearest to him based on his/her locations, was being hampered by having silos of applications that were poorly integrated. The time to implement and roll out new business decisions to all stakeholders could not be achieved in a centralized and controlled manner.
The Customer Service Representatives have to make decisions about the assignment of cabs to customer’s that are at times not in compliance with the business rules. Due to the nature of the industry there are frequent changes in business rules.
Because of the Silo like nature of the applications, there is no single unified view of all the customers with their cab bookings and other related details. Integration with Customers and Cab Drivers is currently a semi-automated process, making it difficult to collaborate.
AASHDIT did a detailed analysis using AS-IS process. This helped in identifying bottlenecks and areas for improvement in the process. Customer Service Representatives were asked about the various issues they faced in daily operations. The feedback was noted for improvements.
The Leads of the various applications currently being used, participated in Working Group meetings with AASHDIT and its Partner in identifying existing IT artifacts, interfaces and built a repository of common re-usable artifacts. Armed with these information, AASHDIT was able to propose a TO-BE process.
A new application was built using Java, Spring, Hibernate, Velocity andMySQL as the database. This application provides a unified view of various aspects of operations such as Tariff Setup,Managing Messaging and Email, Booking, Assignment, tracking of Cab and Car Setup with Driver information etc.
Customer service representative can issue Duty slip and Payment Receipt to Normal as well as corporate customer through mail or SMS if requested.
The Approach taken by AASHDIT to find a Solution for the customer’s specific challenges ensured that the good parts of their current system were retained and re-used. This prevented a mono-lithic rewrite of the application, which would have taken more Time To Finish and contributed to the application budget overrun.
Agile Developmental Methodology was used to ensure turnaround time for change requests were less than typically 8 hours. The end users always had a preview of what was to be delivered and could validate the application in time. Thus there was no long UAT periods when both Development and Customer resources would be fully blocked or unused.
Secondly, using this application senior management could see the value adds in optimum resource utilization, better customer service etc.