First, we helped locate and define inefficiencies in the client's technical resource structure:
Under this siloed, decentralized structure, some markets couldn't even access certain solution reports.
Whatever we did to correct this, the core databases had to remain intact. Working within that limitation, we developed a vast improvement plan.
The global operational reach presented some major challenges. Each of the client's international markets used a completely different system. Some used off-the-shelf solutions while others maintained their own, homegrown systems. Each market had developed a localized nomenclature, so region-to-region translations were difficult. With inconsistencies in platform and terminology, it took forever for issue reports to reach corporate HQ.
Tweddle Group reworked the existing system and incorporated many features of the Service Portal package. The update featured:
Under the new system, corporate HQ can select which reports are relevant to specific markets and configure viewing rights accordingly. Issues can be assigned from a central location. Investigation and solution reports only need to be filed once, and the results are easily accessible to anyone who might benefit.
The new system brought all service reporting into one centralized structure without disrupting the underlying databases. There's no more duplication of effort, information is more accurate and travels much faster within the system, and translation times have been slashed many times over. The client now enjoys immediate purview of their entire technical operation.