Success Story: Making a purpose-built product to support your teams

Workflows

Without a proper analysis of warranty workflow and policies, the business rules in place for FMC to pay out a warranty weren’t bulletproof. Costs associated could easily be automated, and bringing in office automation into the solution became critical.

Solution

Worldteam, with a clear understanding of the business issues and system issues, partnered with FMC and Live247 to turn this around. With a team comprising System Analysts, Business Analysts, User Experience Designers, and Software Engineers, Worldteam undertook workshops, gaining an understanding of requirements and set about preparing a clear and comprehensive Scope of Works and Software Requirement Specification. These documents formed a clear guide on the deliverables and were backed by the outcomes of the project.

The User Experience

Beginning works on the User Experience, Worldteam’s professional User Experience application requests, with appropriate status management to ensure BDMs could manage their client accounts seamlessly.

A simpler interface would mean fewer support requests to FMC Australasia and would address the issue of increased overheads due to the support requirements of clients.

Business Intelligence

A core offering of Worldteam, our business intelligence modules allowed FMC and Pest Control companies to view a dashboard highlighting KPIs and critical tasks requiring urgent attention. Statistics that were otherwise hidden away were now highly visible, giving BDMs the insight needed to achieve their targets and provide high-level customer support.

Data Cleansing

Worldteam’s Data Analysts scrutinized the quality of data provided. With over 30,000 home warranties stored in the database, and 1,000 pest control companies, the process of categorizing and organizing warranties by crucial attributes such as Status (Expired, Active, and Lapsed) was conducted through robust automation techniques. The end result was a database segregated into categories, which allowed FMC to make clearer business decisions on warranties based on the state of the data identified.

This insight into the data allowed FMC to put in place policies that would both appease their Reseller base and also ensure FMC’s risk on warranties was controlled. This was a positive outcome for both FMC and their resellers, ensuring customer satisfaction was not unknowingly impacted by developing a new system to replace the existing legacy system.

Business Development

Working closely with Live247, Worldteam’s solution ensured Business Development goals were integrated directly into the corporate website and the new application. The commercial website (utilising the WordPress framework) was directly integrated into the system. New applications to become accredited FMC Pest Controllers were imported in real-time into the new application, eradicating the need for manual data entry by BDMs and allowing them to focus on business development.

Tools to assist homeowners were introduced now that data was cleansed, allowing homeowners to find accredited FMC pest control companies near them. Marketing initiatives like these were identified during scoping workshops as the various stakeholders involved in the project were invited to discuss and brainstorm further ways the system would add value to FMC.

Cloud Security

The solution was implemented on the AWS (Amazon Web Services) Cloud infrastructure. Migrating to AWS provided FMC with lower hosting costs, a more secure, robust, and scalable environment by which the application would be backed by a 99.9995% uptime.

Worldteam’s managed services mean FMC’s new application is now supported by Level 2/3 Engineers 24 hours a day, 7 days a week, 365 days a year. Worldteam ensures their environment and application is kept up-to-date, including patching, performance monitoring, and technical support.