A leading global multi-disciplinary infrastructure consultancy with more than 3,000 designers, architects, planners and engineers manages large and complicated projects.
To improve communication with clients a Digital Dashboard was needed that could share the progress and status of open projects in near real time. By providing timely information to clients, they hoped to identify issues earlier and respond more rapidly to client dissatisfaction.
The Umajin Platform was used to build a native mobile app for both iOS and Android smartphones that integrated with existing enterprise systems. The resulting digital dashboard provides a convenient, highly visual, mobile repository of all the latest information regarding the overall relationship and all the individual projects, their status, progress reports and project documents.
The dashboard gives clients the ability to provide feedback on their satisfaction levels from the overall relationship, as well as against individual projects. The organisation can also manage client surveys. This push and pull feedback provides critical and timely understanding for Account Managers to help and assist with any problems in the relationship.
A companion Windows application was built for the Account and Project Management team. This allows them to monitor and maintain the client dashboard where information is fed directly from their CRM and ERP systems. The companion application is also set to alert and notify the Account Manager and Project Manager of any actions required from client feedback, greatly improving the responsiveness and customer service levels.
The organization deployed their solution using Umajin Portal that provides instant deployment across iOS, android, Windows and MacOS, allowing very short publications cycles and the ability to instantly update the app in response to feedback from end users.
Umajin Building Blocks allowed secure and reliable integration with existing enterprise authentication system while the Umajin Workflow engine provides granular control of rights and roles for Staff and Clients including a member invite system to make it easy to add external client users to the dashboard solution.
Data feeds were directly integrated into the Umajin project from existing CRM and ERP systems, minimizing work load and double handling of data for the Project Management team.
The Umajin Editor and Building Blocks enable quick and reliable improvements to the app such as the process to integrate data from new enterprise systems as they come on line, and to build additional workflows into the application for the organization, the client, or for subcontractors.
The solution provides real-time reporting of client satisfaction levels and automatic notification and escalation of any client issues to senior Account Management. Clients appreciate the timeliness and convenience of information, such as the ability to get real-time updates on their phone whenever they desire.
The app encouraged more frequent engagement and regular feedback from clients. This allowed Account Managers to more quickly correct the issues or concerns of the clients. This meant projects spent less time with open issues and reduced risk factors of delay and cost overruns.
The regular client surveys pushed out through the solution provided standardized scoring which provides organizational baseline metrics for client satisfaction levels. This has become a useful tool to augment the performance management and bonus structure for their Account and Project Managers.
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