Navigating-Success.jpg

School management systems have increasingly become indispensable for both smooth operations and management of all school departments and to create a conducive, seamless, and stress-free learning experience for students.

Among the many issues that educational institutions encounter, effective and secure school bus management is a vital component that cannot be overlooked. Over 480,000 yellow school buses operate across the nation, making it the nation's largest public transportation fleet. According to the National Centre for Education Statistics, about 26 million children in the United States alone rely on school bus transportation on a daily basis. Another study reveals that students are about 70% safer travelling by school bus than in a personal car.

The environmental impact of school bus transportation cannot be disregarded. A single school bus replaces 36 personal cars, which results in reducing traffic congestion and emissions drastically.

The startling figures emphasise the critical relevance of a strong bus management system as a logistical necessity. Additionally, it can also be viewed as a cornerstone for guaranteeing students' safety, punctuality, and overall well-being.

As more schools adopt digitization, a complete school bus management solution becomes essential. Timely arrivals and departures, route optimisation, and real-time tracking are no longer merely conveniences; they are critical components of educational institutions' smooth operation.

A well-designed bus management system improves communication among schools, parents, and transportation staff, creating a collaborative approach to student safety.

Our client, a school management SaaS provider, has been providing school management solutions for schools across various districts. They have been among the top five application providers in the school management space for over a decade since their inception. A recent user survey by the company found that their clients, the school authorities, were in desperate need of a powerful module for school bus transportation management. Due to the absence of this module, several schools had to install a different application from other vendors to handle their transportation management requirements.

Agile Soft Systems, recognized for our expertise in [delivering innovative logistics and transportation solutions](https://agsft.com/industries/transportation-logistics/), garnered the attention of a prominent school management SaaS company seeking to develop a robust module for application and elevate their clients' operational efficiency. This opportunity presented a compelling opportunity for us to use our proficiency to craft a bespoke bus management solution that seamlessly integrates into the client's existing ecosystem.

Let's take a closer look at the business challenges we had to address.

## Key business challenges

Our expert UX team conducted thorough study to identify the business problems faced by different stakeholders with the help of a [360° Design Transformation](https://agsft.com/services/ux-ui-design/) workshop. The user categories identified by our team were school bus transport managers, bus drivers, and parents. Our inquiry into the requirements of each user group revealed the following:

### School bus transport managers:

Transport managers and authorities who coordinated the transport utilized paper-based, excel-sheet-based, and, at times, other less reliable software that was separate from the main school management application our client provided. This made the transport process difficult to manage.

**Inefficient Routing**: The task of planning and optimizing bus routes was cumbersome, leading to inefficiency in terms of time, effort, and fuel consumption.

**Communication Challenges**: Coordinating with drivers on a day-to-day basis and sharing real-time updates with parents about departures and delays was done manually via text messaging and calling and was time-consuming. This potentially led to miscommunication and even disputes at times.

**Safety Concerns**: Ensuring the safety of students without real-time tracking and monitoring tools poses challenges in emergency situations or unexpected delays.

**Data Management Issues**: Handling a large volume of data related to routes, schedules, and driver assignments manually resulted in errors, affecting the accuracy of the overall operation.

### Bus Drivers:

**Navigational Difficulties**: Lack of real-time navigation assistance led to difficulties for drivers on unfamiliar routes, impacting punctuality and causing stress.

**Communication Gaps**: Drivers faced challenges in receiving timely updates on route changes, delays, or emergencies, affecting their ability to communicate effectively with students and parents.

**Paper-based Processes**: Managing paperwork for attendance, route logs, and incident reports without digital tools was time-consuming and prone to errors at times.

**Limited Visibility**: At times, the drivers were not informed about the changes in schedules, leaving them disappointed and dissatisfied with their jobs.

### Parents:

**Uncertainty and Anxiety**: Without real-time tracking and communication, parents face uncertainty about the whereabouts of their children, leading to anxiety and safety concerns.

**Lack of Visibility**: Parents did not have access to real-time information on delays, route changes, or emergencies, making it challenging to plan their schedules around the arrival and departure of school buses.

**Communication Hurdles**: In the absence of a centralised communication platform, parents struggled to receive timely updates on issues such as delays, early arrivals, or emergencies, affecting their ability to respond promptly.

**Limited Accountability**: Without a transparent system, parents did not know who to hold accountable for the safety and punctuality of their children during transportation.

## Technical Challenges

**Data Security and Privacy**: It's crucial to protect the privacy and security of student data. So data encryption, access controls, and compliance with regulations were crucial.

**Real-time Tracking and Monitoring**: Installing and maintaining reliable GPS technology and a robust communication infrastructure were needed to efficiently track buses and student pick-up and drop-off in real-time.

**Scalability and Performance**: The system should be able to handle varying school sizes and peak-hour demands without performance issues. Scalability for future growth also needs to be considered.

**Device Compatibility**: The solution had to be compatible with the multiple devices used by different stakeholders, including school staff, drivers, and parents.

## Solutions | Features

Stated below are the features our UX and design teams outlined via user stories, focusing on each user group's individual needs. The software was architected and engineered around these user stories, providing an optimized solution. The features greatly enhanced the experience of each user.

### Transport Manager:

The transport managers' work was now streamlined—they could now schedule rides, define routes, and optimize bus allocation, which maximized vehicle utilization. They were able to monitor bus locations and driver status in real-time. This improved operational visibility helped the managers in their decision-making to enhance transport allocation even further.

Moreover, they are able to resolve issues related to delays, cancellations, and safety promptly while communicating the same with parents and drivers.

The managers are also able to access and manage driver profiles, licenses, and access permissions from a single pane to ensure driver compliance. They are also equipped to quickly respond to emergencies and unforeseen situations. Additionally, it has reduced costs through optimized routes and fuel consumption.

### Driver:

The driver-facing app has streamlined daily operations, reducing the drivers' workload considerably. They are able to access assigned routes, schedules, and student information. Their navigation accuracy has increased, minimizing delays, owing to real-time traffic updates and map guidance.

The application presents student pick-up and drop-off locations. And the drivers are able to communicate with parents and the transport manager via in-app messaging. Safety and security have also increased drastically as drivers are able to report incidents, delays, and safety concerns, while increasing accountability for drivers.

### Parents:

The parents are able to track bus locations in real-time, which is aimed at reducing their uncertainty about student whereabouts and safety. They are informed about bus schedules, pick-up and drop-off times, delays, and cancellations via push notifications.

Further, they're able to access important school information and updates related to transport and communicate with the transport managers regarding transportation issues. This overall transparency has greatly enhanced the safety of students travelling by school bus.

Now let's have a look at the technical side of the solution and dive into the details of the implementation.

## Solutions | Technical Aspects

Our client had leveraged a multi-cloud environment for their school management SaaS solution. Agile Soft Systems' cloud architects and engineers decided to leverage AWS and GCP for building the solution.

Agile Soft Systems has been proficient in [developing applications for the cloud](https://agsft.com/services/custom-application-development/) using agile and modern software practices. We use the right technologies, tools, environments, and services to solve complex problems in an efficient way, keeping in mind the performance, scalability, and integrity of the application.

Outlined below are the architectural considerations we aim to implement.

#### Microservices:

We designed the system as a collection of independent, loosely coupled microservices, each responsible for a specific functionality. e.g., ride scheduling, driver management, parent notifications.

#### Containerization:

Docker containers were used to package and deploy each microservice, ensuring portability and scalability across different cloud environments.

#### Orchestration:

Our team leveraged Kubernetes on both GCP and AWS to manage the deployment, scaling, and load balancing of microservices. This allows for flexible infrastructure management and simplifies operations.

#### API Gateway:

We implemented an API Gateway, Kong, an open source API Gateway service on both clouds to act as a single entry point for all API calls, regardless of which cloud microservices handle them.

Here's an overview of the microservices and the tech stack we used.

#### Ride Scheduling and Management:

Google Cloud Functions, serverless functions have been used for managing scheduled rides, routing optimization, and fare calculation.

We chose DynamoDB for storing schedules and configurations and Lambda functions for handling real-time scheduling updates. We've utilized Pub/Sub from GCP and SNS on AWS for asynchronous communication between the services.

#### Driver Management:

We used GCP's Cloud Spanner for driver profiles and licence information and Cloud Identity & Access Management (IAM) for role-based access control.

AWS's Cognito is used for user authentication and authorization, and Kinesis Data Streams are used for tracking driver location and status updates. And the API Gateway was used to expose driver data and actions to other microservices.

#### Parent Notifications:

Firebase Cloud Messaging (FCM) for real-time push notifications to parents' mobile devices. Simple Notification Service (SNS) for email and SMS notifications on AWS. We triggered notifications from the relevant microservices related to ride updates, delays, and schedule changes via the API Gateway.

#### Bus Tracking and Monitoring:

We integrated GPS devices on buses to send location data to both cloud platforms. And used the Google Maps Platform for real-time bus location tracking on a map and for geofencing and zone alerts.

#### Data and Analytics:

We've used BigQuery for storing historical ride data and generating reports, and Redshift from AWS for data warehousing and analytics. We have used data pipelines to move data between clouds for centralised analysis.

#### Integration with Existing Applications:

We utilised existing APIs offered by the school management software and implemented a single sign-on (SSO) solution called OIDC (OpenID Connect) for seamless user authentication across platforms. Our developers have used message queues, Pub/Sub, and SNS for asynchronous communication between the bus transport system and the main application.

#### Cloud Optimisation:

Our cloud engineers focus not only on the implementation of cloud technologies but are also experienced at optimising the application for performance, scalability, and cost optimization. We've leveraged serverless functions on both GCP and AWS for cost-effective scaling based on demand. Further, we've utilised autoscaling features in Kubernetes to automatically adjust resource allocation based on traffic. We've also implemented resource tagging and cost monitoring tools to track and optimise cloud spending.

#### Other Considerations:

Our team has implemented robust security measures for data encryption, access control, and threat detection and has complied with relevant data privacy regulations such as GDPR and CCPA.

We've also designed a reliable disaster recovery plan for each cloud platform to ensure system availability during outages.

Here's an overview of the benefits we've tried to reap by implementing the architecture and technologies we've discussed.

## The Benefits

The Bus Transport Management System embraces a microservices architecture, which offers unparalleled scalability and flexibility by enabling the independent scaling of distinct functionalities.

With a cloud-based deployment and Kubernetes orchestration, the system ensures high availability, robust fault tolerance, and seamless operation.

Cost efficiency, which is also a key focus, is achieved through the utilisation of serverless functions and autoscaling mechanisms, optimising resource utilisation dynamically.

We've also ensured smooth integration with existing school management software, offering a cohesive and unified technological environment.

The solution our team has designed promises optimal performance and efficiency to meet the evolving needs of school transportation management.

## Conclusion:

Our comprehensive strategy addressed key business challenges faced by school bus transport managers, drivers, and parents. Through a user-centered design process and a 360° Design Transformation workshop, we identified pain points and tailored features that significantly improved the efficiency, safety, and overall experience for each stakeholder group.

On the technical front, our team leveraged a multi-cloud environment utilizing AWS and GCP to build a scalable, flexible, and fault-tolerant system. The adoption of microservices architecture, containerization, orchestration with Kubernetes, and API Gateway ensured optimal performance and streamlined operations. The integration with existing applications, robust security measures, and a disaster recovery plan further emphasize our commitment to delivering a high-quality solution.

The Bus Transport Management System module we developed for the SaaS not only meets the immediate needs of our client's user base but also embraces cloud optimization strategies for cost efficiency and scalability.

This transformative solution promises optimal performance, efficiency, and adaptability to meet the evolving demands of school transportation management. It further reinforces our client's position as a leading provider in the school management software space.

[Reach out to us](https://agsft.com/contact/) for innovative solutions in transportation and logistics.

School management systems have increasingly become indispensable for both smooth operations and management of all school departments and to create a conducive, seamless, and stress-free learning experience for students.

Navigating Success: Impactful School Bus Management Module for a SaaS

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The journey of loan origination, from applying for a loan to getting the funds, involves a lot of complex steps. While borrowers demand a quick, smooth, and hassle-free process, financial institutions face challenges of their own. They have to perform credit checks and assess the risk of each case, handle critical documents and make decisions while being compliant with regulatory requirements, and ensure the disbursement of approved loans happens timely and safely. Further, there needs to be efficient communication between the borrowers, loan officers, and other parties at all times.

A well-designed Loan Origination System, or LOS, is a well-oiled mechanism that enables the processing of loans with efficiency and ease. While LOS simplifies the loan application process for borrowers, it also empowers financial institutions, the lenders, with risk mitigation, decision support, and compliance management. Further, it ensures precision in credit risk evaluation and adherence to regulatory guidelines that usually evolve with time. The system can be viewed as a strategic asset for financial institutions. It makes the organization more agile, reduces operational costs, and elevates the overall competitiveness of the organization.

Our case study dives into the journey of how Agile Soft System built an advanced Loan Origination System for a client and helped them solve a problem they were facing with their legacy system. The legacy LOS presented a significant challenge to our client, a financial services company operating in the consumer durable goods space, providing loans to consumers and businesses. They suffered drawbacks that hindered efficiency, compliance, and profitability. Given below is a breakdown of the challenges our customer faced with the legacy LOS.

## Challenges with Legacy LOS:

The old system had limited scalability and flexibility and was affecting the bottom line of the company.

**Rigid architecture**: The Legacy system had an inflexible architecture built on outdated technologies, making it difficult to adapt to changing regulations, market trends, and new product offerings.

**Limited customization**: Modifying or extending functionality in their legacy system was becoming increasingly complex and an expensive process. This was hindering innovation, growth, and agility.

**On-premise infrastructure**: Scaling up or down during peak periods and for sustainable future growth was challenging with on-premise infrastructure. The old system was breeding with bottlenecks in processes and wasted resources.

**Manual workflows**: Many legacy systems rely heavily on manual data entry and processing. Though our client had IT intervention in most parts of the process, a significant part of the process was still done manually, which led to human errors, delays, and increased operational costs.

**Limited automation**: Repetitive tasks such as document verification and credit scoring were not entirely automated, hindering efficiency and customer satisfaction.

**Poor integration**: Integrating legacy systems with other internal and external applications was proving to be complex and costly, creating data silos and hindering collaboration.

**Data silos**: The legacy systems stored data in isolated silos, which was difficult to access and analyze for better decision-making and risk management. They had attempted to build workarounds, which added to the complexity of the architecture.

**Security vulnerabilities**: Outdated security protocols in legacy systems left the system vulnerable to cyber-attacks and data breaches, posing compliance risks.

**Outdated UI/UX**: The user experience was not optimal, to say the least, and the employees and customers found the interface difficult to navigate, leading to frustration and decreased productivity.

**Poor reporting and analytics**: The legacy system lacked robust reporting and analytics capabilities, making it difficult for decision-makers to gain valuable insights into loan performance and customer behavior.

**High maintenance costs**: Legacy systems required ongoing maintenance and upgrades, which were turning out to be expensive and resource-intensive. Moreover, dependence on specific vendors for maintenance and support was driving up costs.

**Loss of innovation**: The old application and its architecture hindered the adoption of new technologies and innovative solutions, putting the institution at a competitive disadvantage.

**Compliance challenges**: Keeping up with evolving regulations was becoming difficult with limited automation and data visibility.

**Talent acquisition**: Attracting and retaining skilled IT professionals to manage legacy systems was challenging, as new talent was more inclined to work with organizations that worked with new technologies to further their careers.

**Negative customer experience**: Inefficient workflows and outdated interfaces in legacy systems led to poor customer experiences and were negatively impacting the institution's brand loyalty. Customer experience was a major concern as the client had lost a substantial portion of the market share to new entrants.

**Data migration challenges**: Moving data from legacy systems to modern platforms can be a complex and time-consuming process that requires careful planning and execution. Though the client's business team was desperately looking for solutions to modernize the applications and migrate them to the cloud, their IT team lacked the experience and expertise to do so.

The business team had been actively looking to partner with technology companies that could shoulder the responsibility of modernizing the application and [successfully migrating it to the cloud](https://agsft.com/services/lift-and-shift-migration/). Moreover, they wanted a partner who could ensure their existing business operations were not affected during the process.

## Agile Soft Systems' Solution:

Agile Soft Systems embarked on a transformative journey of application modernization and cloud migration for our client. Our team strategically used the Strangler Fig Pattern to ensure our development efforts don't jeopardize the day-to-day operation of the business.

For the cloud platform, our client decided to go ahead with Amazon Web Services. Outlined below are the technologies we employed for specific aspects of the application.

### Application Processing:

#### Frontend Development:

#### Technology: React.js

We built responsive and user-friendly interfaces for borrowers using React.js. This allows them to submit loan applications through online portals or mobile applications with ease.

#### Backend Development:

Technology: AWS Lambda (Serverless), Node.js

Serverless backend functions were developed using AWS Lambda and Node.js to handle application submissions, validate data, and manage user interactions.

#### Database:

Technology: Amazon DynamoDB

Our team used DynamoDB for our database to store and retrieve borrower information, application details, and loan purposes, ensuring scalability and low-latency access.

#### API Gateway:

Technology: Amazon API Gateway

We set up API Gateway to manage and secure the communication between the frontend and backend, allowing for seamless integration.

### Credit Risk Assessment:

#### Machine Learning:

Technology: Amazon SageMaker

Our developers leveraged SageMaker for building, training, and deploying machine learning models that help the client's team perform credit risk assessments based on historical data and borrower information.

#### Data Processing:

Technology: Amazon EMR (Elastic MapReduce)

We used EMR for processing and analyzing large sets of financial data efficiently for risk assessment, incorporating Apache Spark.

### Document Management:

#### Document Verification Services:

Technology: AWS Textract

Textract was implemented for Optical Character Recognition (OCR), so that we could efficiently extract and verify information from documents, including proof of income, identification, and collateral details.

#### Cloud Document Storage and Management:

Technology: Amazon S3

We utilized S3 buckets for storage and management of documents, ensuring security, easy scalability, and accessibility.

### Automated Underwriting:

#### Rules Engine:

Technology: AWS Step Functions

Step Functions were implemented to orchestrate automated underwriting processes, integrating with a rules engine for assessing creditworthiness based on predefined criteria.

#### Decision Management System:

Technology: AWS Lambda, AWS DynamoDB

We used Lambda functions and DynamoDB to manage decision outcomes, store relevant information, and ensure flexibility and scalability.

### Workflow Automation:

#### Business Process Management (BPM):

Technology: Amazon Simple Workflow Service (SWF)

Our team implemented SWF for modeling and automating end-to-end loan approval workflows, integrating document verification, credit checks, and stakeholder communication.

#### Messaging Queue:

Technology: Amazon SQS (Simple Queue Service)

Amazon's SQS was implemented to facilitate communication between various stakeholders and components of the loan origination process.

### Common technologies used:

### Cloud Platform:

Technology: Amazon Web Services (AWS)

We hosted the entire solution on AWS for scalability, security, and easy integration of various cloud services.

#### Containerization and Orchestration:

Technology: Docker, Amazon ECS (Elastic Container Service), Amazon EKS (Elastic Kubernetes Service)

Our developers containerized application components with Docker and used ECS and EKS for efficient container orchestration.

#### Authentication and Authorization:

Technology: Amazon Cognito

We utilized Cognito for secure user authentication and authorization, ensuring data protection.

#### Logging and Monitoring:

Technology: AWS CloudWatch, AWS X-Ray

Our team utilized CloudWatch for logging and monitoring application performance and X-Ray for tracing and analysis.

#### Continuous Integration/Continuous Deployment (CI/CD):

Technology: AWS CodePipeline, AWS CodeBuild

Our DevOps team implemented CodePipeline and CodeBuild for automating the CI/CD pipeline, ensuring quick and reliable updates.

#### Security:

Technology: AWS WAF (Web Application Firewall), SSL/TLS

We implemented WAF for protection against web exploits and used SSL/TLS for secure data transmission.

This comprehensive AWS-based technology stack ensures a scalable, secure, and efficient Loan Origination System, leveraging the latest cloud services and technologies.

## Business advantage

By modernizing the LOS application and leveraging cloud technology, our client has gained a revolutionary advantage. Our transformative endeavor has considerably increased our client company's agility and competitiveness.

Our client was able to speed up loan approvals, which includes efficient document management, automated underwriting, and optimized workflows. This not only means faster processes for borrowers, but it also positions our client as an industry leader, ready to navigate the changing world of financial technology with greater efficiency and innovation.

Agile Soft Systems has experience and expertise in building cutting-edge [software solutions for banking](https://agsft.com/industries/banking/) and [financial institutions](https://agsft.com/industries/finance/) around the globe. We invite you to [contact us for a consultation](https://agsft.com/contact/) and to discover how we can elevate your organization's capabilities and drive success in the digital era.

The journey of loan origination, from applying for a loan to getting the funds, involves a lot of complex steps. While borrowers demand a quick, smooth, and hassle-free process, financial institutions face challenges of their own.

Transformative Cloud Solutions for Loan Origination System

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[In the first part of this case study](https://agsft.com/case-studies/revitalizing-auto-service-part-1-commencing-success-with-360-workshop-and-ux-discovery/), we explored how Agile Soft Systems, a modern application development company, collaborated with key stakeholders—the shop managers, service managers, and experienced technicians—of a leading auto service business to understand their customer relationships and business process challenges.

Through a[ 360° Design Thinking Workshop](https://agsft.com/services/ux-ui-design/), we uncovered valuable insights into the business workflows, processes, and customer experience, identifying key areas for improvement. Our UX team conducted an extensive UX discovery phase to investigate further and dig deeper into understanding the customer problem.

Our UX and development teams, facilitated by the solution architect, created user personas and crafted user stories to devise a development plan.

In the second part, we focus on how we leveraged our technology expertise to design and implement a transformative solution.

## Business Challenges

Here's an overview of the business challenges our solution aims to address. These have been discussed extensively in the previous part of the case study.

### Manual processes:

The existing workflows were inefficient and presented problems for technicians, managers, business owners, and customers. Appointment scheduling, vehicle inspection, job creation, record keeping, and invoicing.

### Inefficient inventory management:

The repair shops were maintaining their own inventory, and there was a lack of visibility of stock across all workshops. Besides, the technicians at the workshop level had no knowledge of the availability of parts, which added to further delays as well.

### Limited customer communication:

Ideally, the customer should be kept in a continuous communication loop, right from scheduling the appointment to the progress of the repairs. They have to be informed about the types of repairs and the expenses they entail. Limited customer communication in this regard led to delays, poor service, and customer dissatisfaction.

### Customer dissatisfaction:

Besides poor communication, inconsistent quality of repairs, inaccurate estimates, and a lack of transparency in the process, customers distrusted the brand.

### Limited employee productivity:

The staff, the managers, and the technicians were trained and qualified. The technicians were ASE-certified. Despite their capabilities, their productivity and performance were low due to the overall inefficiency of the processes. This was negatively impacting their morale.

It was vital for Agile Soft Systems to build software that addressed all these challenges.

## Solutions | Technology

### Choosing the Right-Fit Technology and Methodology.

The software engineering field is vast, with several technologies and tools to build solutions out of, and there's no one-size-fits-all approach. Choosing the right technologies is crucial for building successful software solutions. The right technology stack helps in creating reliable applications that are scalable and easily maintainable in the long run.

[Custom software development](https://agsft.com/services/custom-application-development/) aims to match the technology to the specific needs of the business problem. We carefully assess the unique challenges and opportunities to identify the most effective technologies.

For our auto servicing, we leveraged the power of cloud computing and built the application on a microservices architecture. This offered us scalability, flexibility, ease of deployment, and cost-effectiveness, making it an ideal fit for our business needs.

We employed an agile development methodology to ensure rapid development and continuous improvement. This involves breaking down the project into manageable sprints, collaborating closely with the client throughout the process, delivering working software increments frequently, and adapting to change and feedback quickly.

### Technologies:

Here's a list of technologies we used to build the reliable auto service application.

**Backend**: Python (Django framework), PostgreSQL database, Google Cloud Platform (GCP)

**Frontend**: ReactJS for the web app, Flutter for the mobile app

**Cloud Infrastructure**: Google Kubernetes Engine (GKE) for container orchestration, Cloud Storage for data storage, and Cloud SQL for relational databases

**AI and ML**: TensorFlow, Google Cloud AI Platform (Vertex AI)

**Integrations**: SMS gateway, payment gateway, automotive diagnostic tools

### Implementation:

**Phase 1**: In the initial phase, we focused on developing the core functionality of the customer portal, technician portal, and basic management features.

**Phase 2**: Integration with existing systems and third-party applications was implemented.

**Phase 3**: In this phase, we implemented AI and machine learning features for advanced diagnostics, predictive maintenance, and personalized recommendations.

**Phase 4**: We are currently in this phase, where we work on the continuous improvement and development of new features based on user feedback and market trends.

## Solution | Key Components

From the 360 Design Thinking Workshop and UX Discovery activity, our team devised solutions for four different personas: the customer, technician, and manager. Agile Soft Systems decided to build three separate portals based on these roles. The features pertaining to each of these portals have been mentioned below.

### Customer Portal:

The customer portal is accessible via a web interface, which can be accessible via various devices with consistency. They're able to sign up and login via a registered mobile number. It hosts several features that enhance the customer experience.

### _Appointment scheduling:_

Customers could schedule appointments through the customer portal, which was accessible 24/7. The bookings were automated based on the availability of slots at each workshop. The customer received an instant confirmation via an SMS test notification.

### _Track repair progress in real-time._

Earlier, customers had to call in to check the status of the repairs. They received notifications about repair updates and the estimated completion time.

Customers' could access the portal to see shared images and videos taken by technicians, revealing the damage to auto parts that needed repairs. Moreover, customers were allowed to choose the repairs they needed presently and postpone the other non-critical ones for a later date.

### View and pay bills online.

The customers had complete visibility of the repair estimates from the beginning. The cost breakdown of each repair was shared with them, so they could choose to do them now or at a later date. The payment could conveniently be done through the customer portal itself, which proved to be very convenient for the customer and the business owners as well.

### Provide feedback and reviews.

A feedback and review system was integrated into the portal to receive instant feedback and testimonials. This also gives business stakeholders a clear picture of their customer needs, which helps them take immediate action in this regard.

### Technician Portal:

The technician portal is accessible via a mobile application. It has two levels of accessibility based on the role of the technician: senior and junior.

### _Create and access work orders and customer information._

The senior technicians are able to create work orders on inspection and assign them to the respective junior personnel. The senior technicians can also create and save common service workflows. They are able to take photos and videos to upload on the portal, which is accessible to all user levels.

Besides, they have access to customer information and previous vehicle history. This helps them identify faults in the vehicle with better accuracy. The senior technicians are also able to produce a time and cost estimate instantly with the help of the system. And we are also able to see the availability of spares in stock.

### _View and update the repair status._

The junior technicians have access to the schedule of service tasks and are able to view and update the status of each task on the list. They're able to change time estimates when required. The junior technicians, too, can upload images and videos to the portal if needed.

### _Utilize vehicle diagnostic tools._

Agile Soft Systems has created a workflow to import diagnostic reports from the vehicle's on-board diagnostics (OBD) into the portal. This is saved in the vehicle's history and can be accessed and analyzed to improve the quality of repairs.

### _Access repair manuals and troubleshooting guides._

The technicians have access to manuals and troubleshooting guides. This has helped them improve the quality and speed of repairs tremendously.

### _Communicate with customers and managers._

The technicians are able to communicate with the customers via SMS notifications and with the manager via the in-app notification system. This keeps all parties updated on the progress of the repairs and any problems that arise during the process.

### _Management Portal:_

The management portal has two levels of access: shop managers and business owners.

### _Track inventory levels across all locations._

Keeping track of inventory at each shop level and across locations was crucial. The application gives complete visibility of the current stock of items and alerts the managers via notifications before the item runs out of stock.

Since the managers have access to stock at different locations, they're able to share parts when required, reducing the delay in repairs.

### _Manage appointments and resources._

The managers have visibility of the appointments and resources in regards to the availability of personnel and workstations. They are able to schedule and plan day-to-day activities with efficiency and are able to manage and scale resources effectively.

### _Analyze the data to identify trends and improve efficiency._

Business owners and managers now have access to a huge amount of historical customer data that can be used to identify seasonal trends. This can help them be prepared for times of high volume intake by scaling up resources accordingly.

They are able to make marketing decisions and promote effectively during low-volume seasons.

### _Generate reports and gain insights into business performance._

The new application generates reports that help marketing, sales, and business stakeholders make informed decisions. The location-based reports help the business team plan future expansion with data-driven insight.

### Additional Features:

**Appointment scheduling optimization**: We implemented an AI-powered algorithm to prevent overbooking and optimize workflow.

**Predictive maintenance**: AI identifies potential issues based on vehicle data, enabling preventive repairs.

**Automated stock management**: The software has a feature to automatically reorder parts based on demand and inventory levels.

**Multi-location support**: Business owner-level access to multiple locations from a single platform and access to all the required data via a single pane of glass.

**Third-party integrations**: We also integrated the application with their existing cloud-based accounting software and CRM.

## Conclusion

This comprehensive software solution provided our client with a powerful tool to overcome their challenges and thrive in the competitive market. By leveraging modern technologies and cloud solutions, the business is able to deliver exceptional customer service, optimize operations, and achieve sustainable growth.

Agile Soft Systems was able to enhance customer satisfaction through increased transparency, personalized communication, and efficient service delivery, fostering a loyal customer base. We were successfully able to boost profitability by increasing revenue flows from reduced operational costs, improved resource utilization, and accurate estimates.

Employee productivity has skyrocketed with streamlined workflows, digital tools, and improved collaboration, empowering employees to work smarter and faster. With access to real-time insights and predictive analytics, the decisions are now data-driven, guiding strategic choices for sustainable growth. And the cloud-based solution assures scalability and flexibility, allowing the business to adapt and thrive in the ever-evolving automotive landscape.

Our success story demonstrates our capacity to undertake and transform businesses with our design, technology, and development expertise.

[Partner with us](https://agsft.com/contact/) for innovation and software engineering success.



Our UX and development teams, facilitated by the solution architect, created user personas and crafted user stories to devise a development plan.

Revitalizing Auto Service, Part 2: Harnessing Technology for Transformation

Revitalizing-Auto-Service,-Part-1-min.jpg

As digital interactions and consumer expectations continue to shape the marketplace, businesses increasingly recognize that investing in thoughtful customer experience design is not just a trend but a crucial foundation for business success.

Part one of this case study takes us through the first part of the software development journey where we research, explore, design and plan our software solution to offer true value to our stakeholders and end customers.

Our client is a leading auto service business with centers across several states. They are one of the few auto repair facilities approved by the AAA, American Automotive Association. All their centers are equipped with state of the art auto repair and maintenance technology, and staffed with experienced repair technicians who are certified by the ASE, the National Institute for Automotive Service Excellence, a professional certification group in the US and Canada.

Our customer faced a predicament which has been pervasive in the industry — customer loyalty. But, over the last five years our customer had noticed a clear decline in their customer base, and refused to accept this as a prevalent industry trend. They began actively looking for ways to solve their customer relation problems and needed a technology partner who could help them end the crisis for good. Additionally the client aimed to improve business processes through technology. 

The client approached us to build software which would put an end to their customer woes, and increase business efficiency, growth and profitability.

Agile Soft Systems is a modern application development company with a focus on building customer centric solutions. We have earned a reputation to transform businesses through cloud technologies by building custom software solutions. We are known for our technological prowess in implementing right fit technologies to solve business problems. But, besides our technological expertise, it's our design processes and agile practices that help us devise solutions that are accurate from the get go.

We believe, that investigating business problems, and the process of innovating solutions through workshops are as equally important as developing and engineering software with cutting edge tech.

## Investigating the business problem | 360° Design Thinking Workshop

Agile Soft Systems believes in taking a collaborative approach to software development. We believe that a communication framework is key to indentify, and solve problems. We encourage all our customers to [conduct a 360° workshop](https://agsft.com/services/ux-ui-design/) with us to diagnose problems and explore ways to solve them together. We recommended our new client to do the same.

Our expert team — comprising our project manager, solutions architect, senior designers and developers — closely collaborated with the clients team — the shop managers, service managers and experienced technicians — on a two day extensive 360° Design Thinking Workshop to identify key issues related to the main business problems. At the end of the Design Workshop we discovered and documented problem areas that needed our attention.

### Business problems | Traditional repair shop with minimal IT intervention

The client had a CRM and an inventory management system installed at all the centers. However these systems, due to their nature, had limited capabilities and weren't built to help the technicians and managers with their daily routine tasks efficiently. Additionally these systems were isolated and data couldn't be shared between workshops.

Outlined below are some of the problems identified during the 360° Design Thinking workshop.

#### _Manual Processes:_

The management relied on manual processes for appointment scheduling, invoicing, and record-keeping which was time consuming and also prone to errors. This led to inefficiencies and potential mistakes in service delivery.

#### _Limited Customer Communication:_

Customers today prefer online appointment scheduling and want to be updated regarding the ongoing repairs of their vehicles. Lack of digital communication channels resulted in poor customer engagement and satisfaction.

#### _Inefficient Inventory Management:_

As the Inventory Management Systems were installed separately at each premises, it was difficult to keep track of inventory at the organization level. While some shops experienced stock-out for certain spare parts, others were overstocked with the same item. The store managers had to manually call other centers to check for availability of the items.

#### _Limited Diagnostic Logging Capabilities:_

Modern vehicles require advanced diagnostic tools to accurately diagnose, report and repair complex issues. Further, access to historical data can give insights to technicians and engineers helping them in their decisions related to repair and maintenance. Lack of data storage capabilities in this regard led to poor decision making and persistent problems with the vehicles, resulting in poor customer satisfaction.

#### _Limited Employee Productivity:_

Digital work order systems enhance employee productivity, and lack of this led to slower workflows and communication breakdowns, affecting overall employee efficiency and morale.

## Digging deeper into customer problems| UX Discovery phase

Our 360° workshop participants had been successful in identifying some problems related to customer relation, while most of the problems discussed by stakeholders revolved around the problems the managers and technicians faced performing their daily duties. 

Our UX team wanted to dig deeper and understand customer problems first hand. So we decided to reach out to the customers to learn more about their problems. Our UX team got the approval from our client and our project head to conduct a weeklong [UX Discovery](https://agsft.com/blog/ux-discovery-build-strong-and-successful-products-with-a-clear-vision/) session at two of their centers. Our team interviewed and surveyed customers through a well planned and designed Discovery process, which helped us identify problems which were hidden in plain sight earlier.

#### _Lack of Communication:_

Customers wanted to be informed about the progress of repairs, any unexpected issues, and the estimated completion time. Poor communication between the repair shops and the customer led to dissatisfaction.

#### _Incomplete or Inaccurate Estimates:_

The inspection and estimation process, and inventory management was not coordinated which resulted in inaccurate estimates and significant differences in the final cost. Our team noted that transparent and accurate estimates are crucial to build customer trust.

#### _Quality of repairs and unresolved issues:_

Past negative experiences made some customers skeptical about the quality of repairs conducted by the technicians and mechanics. They complained how the unresolved issues with their vehicles led to frustration and dissatisfaction.

#### _Overbooking, Delays, and Inadequate Follow-Up:_

Lack of communication between the management, technicians and customers led to long wait times and delays in completing repairs. Overbooking appointments or failing to manage repair timelines impacted customer satisfaction negatively. We also learnt that failure to follow up with customers after repairs left them feeling undervalued.

#### _Lack of Personalization:_

Interviews conducted by our Discovery team revealed that customers appreciate a [personalized experience](https://agsft.com/blog/cx-personalization-elevating-businesses-through-tailored-experiences/). If the repair shop doesn't take the time to understand the customer's needs or provide tailored recommendations, it may result in a less satisfactory experience.

#### _Unfriendly Staff:_

The existing processes were not transparent and the service managers couldn't find the required information through a single pane of glass. They found the process of coordinating with the customer cumbersome which led to misunderstanding and customers wrongly judging the staff as being unfriendly.

Our UX team identified the underlying theme of customer distrust that was a direct result of legacy business processes and software. Our team was sure, that establishing a customer-centric approach to design a solution would contribute to positive customer experiences and stop customer churn.

## Solution through Design Thinking Workshop and UX Discovery

Through the eye opening 360° Design Thinking Workshop, and UX Discovery process our team devised possible solutions extensively. 

The Agile Soft Systems team got a thorough grasp of the issues related to customer experience and service operations. Our architect and UX designers planned for features that could greatly enhance customer satisfaction. We redesigned and optimized workflows for efficiency and transparency. We created personas, and built and validated user stories, and crafted user flows to enhance the quality of repair and maintenance service, as well as bridge communication gaps between service managers and end customers.

## Conclusion

At Agile Soft Systems, we believe that building software is a collaborative effort, and knowing customer pain points and motivation is key to building great solutions. Designing solutions with complete insight and clarity, is as important as developing solutions using right technologies. We believe that engineering great solutions is only possible when you place customers at the center of your transformation endeavor.

Our well documented learning was shared with the client, who was surprised at the discoveries we made. Our client was also confident that our solutions would truly transform their business and drive value at each touchpoint.

Now that we had the business solutions design under our belt, it was time to put our technology expertise to use.

In the next part of our case study we'll explore the technologies and software solutions  Agile Soft Systems employed to help our client succeed in their business. We'll share how we leveraged cloud technology and agile methodology to craft a custom solution to deliver value at pace to our client. 

If you've struggling to find solutions to your business problems, reach out to us and conduct a 360° workshop, and gain insights that'll make your digital transformation worthwhile.

As digital interactions and consumer expectations continue to shape the marketplace, businesses increasingly recognize that investing in thoughtful customer experience design is not just a trend but a crucial foundation for business success.

Revitalizing Auto Service, Part 1: Commencing success with 360° Workshop and UX Discovery

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Efficient and effective after sales service is crucial to businesses — it helps build trust and customer loyalty. Especially in electronics, not only the reputation, but the survival of the company may depend on it.

For our client, a reputed and household name in the field of air conditioner service, unmatched customer service has been the cornerstone of their success. The client has been in the business for over three decades, starting out as a family business first and then growing consistently to become a big franchiser, with their presence in over six major cities in the country.

They pride themselves in being a multi brand air conditioner service company who are more trusted and reliable than most brand authorized service centers. 

Though their air conditioner maintenance and repair work was impeccable, they felt the pressing need to transform their customer service experience with technology. Two of their competitors had upgraded their processes now offering convenience to their customers and technicians. Our clients didn't want to be left behind. Further, unlike their competitors, our client had franchisees who were depending on them for sustained business growth. 

In today's competitive markets, no business can afford to be slow in adapting to change where enhaced customer experience is becoming the norm. The client reached out to Agile Soft Systems to build a robust solution not only for endurance of the age old business, but for future growth of the enterprise.

## Business Problem

Our client had CRMs, customer relationship management softwares installed on each premise locally. The CRM stored customer contact details and the details of the service they had rendered to their clients in the past. Apart from this, most of the service management was still being done manually which involved a lot of paperwork. This led to several business problems.

**Job Scheduling**: Each outlet had service managers who had to manually schedule appointments on printed timesheets based on their technician availability, customer preferences, and urgency of the issue. Once the appointments were scheduled, service managers dispatched the responsible technicians to the specified locations with printed work orders. The printed work orders had to be manually updated by the technician on inspection at the site. These updates were communicated to the service managers via phone calls.

**Inventory Management**: Tracking and managing inventory of spare parts and equipment was done manually. Service managers had to keep track of stock levels, order new supplies, and ensure that technicians had the necessary tools and parts for each job. Discrepancies arose when the required spares were unavailable leading to delays in repairs. Few branches had invested individually on inventory management software to tackle the downtime they were facing.

**Invoicing and Billing**: The invoicing process was manual. It involved generating printed invoices that were mailed to customers, which led to potential errors and delays at times. The payments were made with cheques and cash mostly, and online transfers were accepted at some centers.
Customer Communication: Customers had to be informed via phone calls about appointments, job completion, and delays if they were any. Customer follow ups were missed, though not frequently, which led to customer dissatisfaction.

**Technician Inefficiency**: New technicians did not have access to previous customer history, which hindered them from offering informed and personalized service to old customers. Service managers had to manually assign technicians to their respective sites based on their skill level, availability and proximity, which when not done correctly, led to work delays.

Overall disintegrated and disparate legacy systems, and business processes led to inefficiencies and delays in work and communication, resulting in customer and employee dissatisfaction.

## Technological Inefficiencies

Separately installed legacy CRMs, and Invoicing and Accounting systems lacked the sophistication to handle the nature of the operations. Most of the scheduling was done manually on paper, and the apparent lack of clear information, led to feeble decision making at all levels of the business process. It affected the morale and work efficiency of business owners, service managers and technicians. Lack of ineffective communication systems further added to the problems. 

Business owners did not have access to real-time data, and most franchisees submitted their business reports on a monthly or a bi-weekly basis to the parent company.

## Solution

Agile Soft Systems, at the outset, understood they had to develop a Field Service Management Software with advanced capabilities for the client. But this organization, due to its traditional ownership cum franchisee model was complex. And a custom solution that benefited both parties — the parent business owners and franchisee owners — had to be designed.

Our team of architects and expert consultants conducted two separate workshops with the stakeholders: The first one was with experienced field managers and senior technicians. The second workshop was conducted with business and franchise owners. 

Agile Soft System's team, a solutions architect, user experience designers, senior developers and operations staff collaborated with the stakeholders to create user stories in these workshops. We adopted Agile practices to deliver value at pace to our client.

### Cloud Hosted Field Service Management Software:

The software needed to be accessed by the business owners, field managers, technicians, inventory and the accounting staff. Moreover, the application had to be scalable due to the seasonal nature of the service. There were services in the application that required real time data processing and communication as well. 

Agile Soft Systems realized that a cloud hosted platform would be ideal to solve the business process problems at hand.

### Microservices and DevOps

The modular nature of Microservices promotes flexibility and agility that allows developers to work on and deploy individual services independently. Maintenance and technical debt management becomes easier as developers can make changes and updates to individual services without the fear of disrupting the entire system. Microservices enabled us to work with different technologies for various services within the application.

Adopting DevOps practices such as continuous integration and continuous deployment (CI/CD), contributed to faster development cycles. Since, the team was developing the application in collaboration with the stakeholders, it was crucial to incorporate changes through continuous feedback and rapid iterations. This kind of agile development wouldn't have been possible if we hadn't adopted Microservices and DevOps.

### ML and AI

Agile Soft Systems implemented Machine Learning and Artificial Intelligence to significantly enhance the capabilities of the field service management software. It helped us to optimize scheduling, route management and in demand forecasting.

The AI algorithms dynamically schedule and allocate technicians based on their location, skill level and urgency of the case. We implemented route optimization algorithms to plan most efficient routes for technicians considering factors like traffic, weather and multiple service appointments.  This helped us minimize their travel time and fuel costs, while improving overall service delivery. The system also automatically assigns the right technician with the necessary expertise for each job.

With the help of historical data and ML algorithms, we can now predict demand for services in specific locations and seasons. It helps the business to allocate resources effectively, ensuring there are enough technicians to meet the demands during peak periods.

### Mobile Solutions

Our team used React Native to develop mobile applications for Android and iOS to streamline processes and communication. 

Our expert UX team have designed impeccable user journeys to help business owners, customers, fleet managers, and technicians to achieve their tasks with ease.

The fleet managers can access timesheets and schedule and assign jobs to technicians through their personal devices. Their job has been reduced to just monitoring in several areas such as resource allocation and route management, as these aspects have been taken over by AI. The managers can make adjustments and take over manually and over ride the system suggestions, in case it's required.

The technicians have access to customer history helping them to personalize the service, and take informed decisions without the need to escalate the matter to the managers. They can update the job card on site via their mobile devices and the adjustment reflects in the system in real time with necessary changes made to the master timesheet automatically. Inventory management has also become more efficient where a provision has been made to share inventory between closely located centers in case of spares shortages.

Important notifications regarding changes in the schedule and timesheet are sent to fleet managers and relevant technicians instantly.

Customers are presented with the details of the work almost instantly. The quote and invoices too are shared via a link that can be accessed on their mobile phones.

### Payment Gateway integration

Agile Soft Systems seamlessly integrated two popular payment gateways to ensure timely transactions. Microservices has helped us model this aspect to successfully route payments to the respective business owners and franchisees.

Intelligent analytics and reporting system now gives business owners with the required information to take better business decisions.

## Conclusion

The comprehensive solution offered by Agile Soft Systems not only addressed technological inefficiencies, but has also set the stage for enhanced customer experiences, improved employee satisfaction, and informed decision-making for business owners.

Our client's success story is a testament to the transformative power of technology for sustained growth and resilience in a competitive market. 

Agile Soft Systems has helped businesses of various sizes to attain glorious heights by leveraging modern application development technologies and methodologies.
Reach out to us to accelerate your transformative journey.

Efficient and effective after sales service is crucial to businesses — it helps build trust and customer loyalty. Especially in electronics, not only the reputation, but the survival of the company may depend on it.

From Legacy Systems to Cutting-Edge Solutions in Field Service Management

Revolutionized-Fleet-Management-Solutions-min.jpg

Agile Soft Systems has been providing software solutions in the logistics domain for over a decade. With expertise in Modern Application Development, Agile Soft Systems has been renowned in improving efficiency in fleet management by leveraging cutting edge technologies. 
Our client, a Fleet Management solutions company, has been a reputed name in the sector, providing end to end solutions to their clients all over the country. They've had a successful track record of partnering and serving companies with small and mid size fleets, especially in the cold storage transportation domain, mainly dairy. 

Post pandemic, the market has witnessed a major shift in the technology with the rise of AI, ML and Edge computing, and has had early adopters of such technologies gain a significant share of the market. Our client hadn't revamped their system yet, and was facing fierce competition from companies, old and new. They recently went through a grueling experience trying to retain an old partnership who had been with them since their inception. They had to take immediate action or they would have to suffer dire business consequences.

The client reached out to us to reinvent their existing system with modern technologies to keep them in the forefront of developments in the field. Moreover, revolutionizing their tech was initiated also because the company cared for the problems of their end clients: the companies who had fleets to manage, and their corresponding customers. By partnering with Agile Soft Systems, they were determined to provide solutions to improve safety, efficiency and business advantage for their existing and future partners.

## The Business Problem

The system our client was using, relied on legacy architecture and technologies. The data captured from the sensors on the vehicles, was sent to the central server for processing. The software solution wasn't designed to provide real-time assistance to drivers, and the fleet managers were unable to take measures to curb problems, who could only act after the occurrence of an undesired event.

### Cold chain monitoring:

The legacy monitoring system was not capable of providing accurate and continuous temperature data to the drivers, risking the quality and safety of perishable goods during transportation. Revolutionizing this aspect was crucial, as a fair portion of the client's customers were into milk transportation. The lack of real-time route optimization too, led to incurred cost and losses to the fleet companies. 

### Predictive maintenance:

Lack of predictive maintenance led to a higher risk of unexpected breakdowns and increased maintenance costs over time. As the data from the sensors which was sent to a centralized server was accessed by the fleet managers alone, and when left unreported to the drivers, resulted in unplanned maintenance, downtime and poor customer service.

### Driver Safety:

The earlier system had a dashboard camera with a view of the road. The recordings from this camera was used as evidence in case of an unfortunate event. The equipment on the vehicle lacked sophisticated driver monitoring features, making it challenging to identify and address unsafe driving practices, potentially leading to increased accidents and liabilities.

### Workforce related problems:

The milk transportation industry, which requires seven day week and holiday workdays, is already struggling to maintain a diligent workforce. And the attrition problem is even more severe with fleet management companies who haven't upgraded their transportation system with the latest technologies — the drivers prefer companies with advanced technologies ensuring less responsibilities and additional safety.

Without technological assistance, the drivers faced cognitive load in their day to day activities. In that, they had to be mindful of tasks apart from their core activity, which is driving. If the drivers were found to be at fault, they were either replaced, or taken off the fleet and sent into retraining. This led to bad employee experience and low morale. 

## Technological Problem

Besides the business problems faced by the client, there were some technological challenges that were identified by Agile Soft Systems. You'll see, how technological limitations were in fact restricting the improvement of the fleet management system.

### UX

The legacy system had limited features and the user experience was poor. The fleet managers accessed the system via an interface which had few essential features — GPS monitoring system showed the current location of each vehicle in transit, and a dashboard displayed vehicles which were due for maintenance. There was also a lack of custom communication system between the fleet managers and the drivers. They had to rely on traditional and ineffective modes of communication such as text messages and calls. This process led to discrepancies. 

### Software and Architectural limitations

The system was designed to send the sensor data to a centralized server for further computation. The drivers were left out of the application's communication loop. They had to rely on common phone apps, for route optimization and for setting up reminders for truck maintenance. Also, the drivers used traditional modes of communication such as text messages and phone calls to communicate with fleet managers and end customers.

Moreover, the software did not use AI and ML algorithms, hence there was absence of predictable maintenance solutions.

## Solution for an advanced fleet management application.

Agile Soft Systems scrutinized the existing system and developed user stories with three user types: fleet managers, drivers, and end customers. As an example, in case of milk transportation, the end customers would be dairy farms and dairy processing units.

### Agile methodology

We adopted agile development methodology and began by architecting the system with user stories, persistently collaborating with business stakeholders at every crucial step of the development process. Our aim was to deliver value with each iteration and gather feedback from the stakeholders for improvement as we progressed.

This approach also helped our teams to deliver solutions at a good pace without being overwhelmed by the expanse of the project and its technological challenges. It also helped us to deal with technical debt more prudently as we progressed with the development.

### Leveraging Edge Computing

Our aim was to empower the drivers with useful information, while taking enough care we don't overwhelm them with task. We achieved this by designing a smart user experience and by introducing edge computing in our solution.

The edge hardware of choice for this use case was the NVIDIA Jetson Nano. Powered with a powerful GPU, a Quad-core ARM Cortex-A57 MPCore processor, a memory of 4 GB 64-bit LPDDR4, and robust networking capabilities, the edge device was the right fit for our solution and proved to be cost effective for our client's end customers as well. 

The edge device was attached and configured with the following: Door, humidity, and temperature sensors, along with cameras that were mounted in their appropriate locations. Besides these, the edge device was also attached to sensors on trucks to enable predictive maintenance and improve their efficiency: engine temperature sensors, oil pressure, fuel consumption, transmission temperature, driveline vibration, brakepad wear sensors and tire pressure sensors were few main ones besides others.

![Edge-Computing-in-Fleet-Management-Application-min.jpg](https://res.cloudinary.com/djhtut5yi/image/upload/v1698679090/Edge_Computing_in_Fleet_Management_Application_min_1c193a2b57.jpg)

Leading truck manufacturers usually equip trucks with most useful sensors. In case some sensors are missing for a specific task, our client uses universal standard sensors from Continental, Bosch and Honeywell, as preferred by the fleet management companies.

The edge device accesses data from the sensors and is able to notify and alert the driver instantly in regards to the state of the doors — whether they're open or close, cold storage temperature and humidity, route optimization and predictive vehicle maintenance. The low latency and immediate feedback was only possible by adopting edge computing architecture. 

### Machine Learning

Agile Soft Systems being mindful of the processing power of Jetson Nano, trained a lightweight AI model, MobileNet on Tensorflow and OpenCV to introduce AI and ML abilities in to the mix. The system alerts and notifies truck drivers about the upcoming maintenance of the vehicles, with the help of ML's predictability algorithms. 

Our team utilized OpenCV and trained it further to examine video streams from the driver facing cameras in trucks. The system now instantly notifies the driver as soon as it detects drowsiness or cell phone distraction, that has helped improve the safety of drivers to a great extent.

The low latency edge computing solution architected by Agile Soft System, notifies and alerts drivers in real-time, while cueing data transmission to the cloud for further computation to serve fleet managers and end customers.

### Conversational AI

Agile Soft Systems implemented Conversational AI to interact with the drivers via a VoiceBot, enhancing the user experience.

We've used Rasa, an open source conversational AI framework and spaCy for NLP tasks such as tokenization, lemmatization, named entity recognition, part-of-speech tagging and dependency parsing. Our team also included Mycroft AI for speech to text and text to speech synthesis.

## Business Benefit

The improved fleet management software benefits all user types immeasurably.

With enhanced user experience, it has improved safety for drivers, while reducing cognitive load. The system alerts the drivers immediately by detecting drowsiness and cell phone distraction. It provides real-time information on route optimization, predictive vehicle maintenance, and cold storage temperature and humidity, freeing up the driver to focus on driving. The upgraded system can interact with the drivers via a VoiceBot, making the application easy to use and efficient.

The software provides fleet managers with real-time visibility related to the location and status of all vehicles in the fleet. They are able to optimize routes and reduce downtime due to predictive maintenance, helping them to reduce costs associated with fuel consumption, maintenance, and accidents. The system also logs and reports incidents related to drowsiness and distraction in drivers which helps the managers to take corrective action if required.

The end customers benefit largely by ensuring the safety of perishable goods during transportation by monitoring cold chain conditions. The system helps to reduce costs associated with product spoilage and delivery delays improving customer satisfaction.

Overall, the businesses reported a reduction in travel distance by 3 - 5%, while predictive maintenance helped reduce the unplanned downtime of fleet management companies by 18 to 20%. By enabling continuous monitoring in cold storage trucks, the product spoilage was reported to have reduced by about whopping 40%.

Agile Soft Systems not only addressed the client's critical business and technological challenges but also elevated the safety, efficiency, and overall performance of the entire fleet management process. 

Partner with Agile Soft Systems to unlock success and advancement in logistics and revolutionize your business. 

Embrace the future of fleet management with us!

Revolutionized Fleet Management: Solutions in ML, Edge Computing and Conversational AI

Conversational-AI-and-CDP-implementation-for-a-Health-Insurance-leader-min.png

## A Brief Overview
 
 “When customer comes first, the customer will last.” — Robert Half. Agile Soft Systems is a customer centric organization and exceptional customer experience serves as the common denominator in every software solution we implement.
 
Our customer, a leader in Health Insurance, had grown to be among the top five of the most preferred company in the sector. With over thirty years in the industry they had surpassed the giants offering the best products in Health Insurance across the country.

They had heavily invested in developing the best products and marketing them aggressively, and their initial success was unmatched.

But the past decade however saw the Health Insurance company's growth decline gradually, and the condition worsened post pandemic. However, they were prepared to fight back with full zest, and had with enormous effort, collected and analyzed enough data that pointed to a single problem that they needed help with. 

Agile Soft Systems with years of experience in modern application development helped solve the problem for the customer, and also accelerated their previously slowing down growth by a good margin.

## Challenges faced by the Health Insurance Company.

The healthcare insurance provider had scaled very rapidly than estimated, and the required customer support did not scale proportionately despite outsourcing the work to leading BPOs, and on-boarding new vendors from time to time. Their customer retention rate was buckling under the pressure of their growing customer base. 

Here are some business problems the Insurer was facing.

### Complex Policy Information and Benefit structures:

The company's health insurance policies were daunting to many customers due to complex terms, coverage details and exclusions. The consumers struggled to make informed decisions about their coverage, leading to dissatisfaction and confusion. Further complex benefit structures and copayment terms added to the confusion and unexpected payments frustrated them.

### Ineffective Communication and Policy Management:

Sometimes, customers were uninformed about the changes in policies regarding renewals and premiums, as the messages and updates were not communicated through appropriate channels. This led to dissatisfaction  among customers which results in attrition.

Existing customers wanting to make changes to their policies, found the process to be utterly cumbersome. Inefficient policy management, or the lack of support frequently led to potential errors. 

### Claims Processing Delays:

Lengthy and complex claims processing resulted in delays, causing frustration for policyholders. Customers  perceived the claims process as burdensome, leading to dissatisfaction and an overall negative experience. 

### Lack of Personalization:

In today's digital age customers expect a seamless online experience. Also, since customers' experience a great level of personalization on shopping platforms, they expect Insurance providers to offer the same level of customer experience. 

This drawback was seen as a major setback and the consumers preferred to go with Insurance providers who offered a better digital experience.

## Technological Challenges

Besides the problems encountered at a Business level, the Insurer also faced some technical challenges that are outlined below.

### Existing Customer Platform.

The Insurance company had adopted cloud solutions and latest software development practices, but a limited Customer Relationship Management application restricted their scope and growth. The relevant  channels of communication were in place, but lacked in integration making it difficult for the support staff to assist the customers.

### Weak UX and lack of automation.

The user journey was not designed well, and was ridden with several problems which led to customers frequently dialing in for support at several stages of the process. The lack of self service capabilities and automation resulted in a cumbersome experience and had a majority of the users abandon the process midway.

Also, a sub optimal User Interface design was leading to a negative perception of the brand, and customers thought of it to be below par as compared to leading Insurance Providers.

## Solutions for Customer Experience problems

The customer's thorough investigation pointed to a single problem — poor customer experience. However this problem was multi pronged and had its arms in various parts of the process: marketing, sales, policy management and customer support. 

### Problem analysis through a 360° Design Workshop

Agile Soft Solutions understood that though on the surface the problem appeared to be related to Customer Support alone, the root cause lay in how each part of the entire operation, from marketing to sales, and even policy management worked. So we decided to conduct a four day 360° Design Thinking workshop to identify and analyze the problems all stake holders faced: customers, business stakeholders and the support team. 

Our expert team understood that a seamless User Journey had to be created and so we began crafting User Stories which included all sub processes from perspectives of all the stake holders.

### Customer Data Platform.

Most of the problems the Insurer faced was due to a lack of a robust CDP, or a Customer Data Platform. Having a comprehensive view of each customer was crucial, as this helped the Insurer understand their behavior and preferences which would help them serve the customers better.

Moreover, technically it would be difficult for us to employ ML and AI into the existing system required to enhance Customer Experience. 

Agile Soft Systems chose Pimcore, an open source Customer Data Platform to build a custom solution for the Insurer. The customizable and scalable Digital Experience Platform (DXP) could be well integrated with other existing systems. 

Pimcore is used by companies to create a unified view of customer data from multiple sources, personalize marketing messages, and deliver a consistent customer experience across all channels. We used Pimcore to manage all aspects of a digital business, including product information management (PIM), digital asset management (DAM), e-commerce, content management (CMS), and customer data management (CDP).

Pimcore was used to create a unified view of customer data from multiple sources, such as CRM systems, policy administration systems, and claims systems. This helped the insurance company to better understand their customers and to provide them with more personalized experiences. It also comes equipped with a product recommendation engine which is a game changer in sales.

Agile Soft created a personalized customer portal where customers can log in to view their policies, file claims, and make payments. It was integrated with other systems: CRM systems and policy administration systems, providing the customers with a seamless experience.

Upgrading from a CRM to a full blown DXP helped us resolve several process problems and enhance the overall Customer Experience for Policy holders.

### Integration of Conversational AI

Upgrading from the existing CRM to a full blown CDP had us improve the system substantially. But it was a battle half won. The DXP had reduced manual intervention up to a great degree. But Agile Soft Systems was adamant to augment the performance even more, and Conversational AI was the solution that we believed could get us there.

Conversational AI uses Natural Language Processing to simulate human interactions. In simple terms, you could have ChatBots, Virtual Bots and Voice Bots that understand context, intent and emotions of the customers and respond to their queries with intelligence. It personalizes conversations and even understands multi-turn conversations where it's able to remember the context throughout the conversational thread just like humans.

Our idea was to reduce customer support cost by using Conversational AI Chatbots and VoiceBots to work independently of human resources and to work alongside humans when required, typically as CoBots.

### _The conversational AI tech stack_

The following tech stack was chosen based on the preferences and the requirement of the project. The technology solutions also was chosen with scalability and implementation in mind.

**Rasa**
Agile Soft chose an open source Conversational AI framework, Rasa, to integrate into Pimcore. The idea was to reduce customer support cost, bringing it down to the minimum. Rasa is flexible, extensible and could be used to build a wide variety of conversations. It's also well documented with a large community of contributors.

**Mycroft AI**
With Rasa, we used Mycroft AI for speech to text and text to speech synthesis. It's open source and has all the components required to build voice applications. It has a dialogue manager, is fast and has a good level of accuracy. We chose not to go with Google Cloud Speech-to-Text and Text-to-Speech to avoid vendor lock-in.

**spaCy**
spaCy is an open source NLP library which is used to perform a range of NLP tasks including tokenization, lemmatization, named entity recognition, part-of-speech tagging, dependency parsing, and more. It's known for its speed, accuracy, and flexibility.

**React**
Agile Soft Systems has a team of expert React Developers experienced in building complex and large scale applications. It was thus an easy choice for us between React and Rasa X to build the front end of the ChatBots and VoiceBots. 

Also, the entire interface, customer and client facing side is built using React. 

## Business advantages of implementing CDP and Conversational AI

### _Increased Customer Experience and Support:_

The customer portal with a well defined and clear user journey, along with personalization enhanced the Customer Experience to the highest degree. Conversational AI integrated in to the system has now sped up customer support processes efficiently without manual intervention by human agents. 

In case of extremely complex problems the cases are routed to the most suitable agent. Crucial processes are handled by agents with the help of CoBots to assist them in the process, which leads to less errors and efficiency. 

### _Increased sales:_

Pimcore helps the Insurer to create targeted marketing campaigns based on customer data. The CDP enablement advanced customer segmentation based on various criteria, such as demographics, behavior, and preferences. This segmentation allows the insurer to target specific customer groups with relevant products, services, and messaging. 

For instance, the insurance company could now identify customers who are due to renew their policies and can send them personalized renewal offers.

The DXP platform came built with a robust product recommendation engine to create personalized product recommendations for potential customers.

Conversational AI integration helped automate not only selling of insurance products but up-selling and cross-selling of features as well.

#### _Reduced costs:_

The newly integrated system was used to automate a number of insurance processes, such as policy management and claims processing. The routing of the claims to the appropriate adjusted are now automated and the status is tracked and reported to the concerned departments.

This helped the Insurance company to process claims more quickly and efficiently and reduce resources, resulting in major cost cutting. 

### _Security:_

Data privacy and security being high priority in insurance systems is handled effectively by the Customer Data Platform. Less human intervention has further led to a more streamlined and transparent system than before. 

## Conclusion

Agile Soft Systems, not only resolved all the client's problems, but also positioned them as a potential leader in their domain. Improving the Customer Experience has accelerated their business growth. The Health Insurance company has developed a deeper faith in our organization and are confident that their technology and systems can scale easily with their growth.

This case study is an example of how Agile Soft System builds and customizes software solutions to fit the clients' needs perfectly. Our Customer Centered approach to application development gives our clients the edge they need to compete in a highly competitive market of present times. 

Conversational AI and CDP implementation for a Health Insurance leader

UX-Excellence-Transformative-Solutions-for-a-Hybrid-E-commerce-Store-min.png

# A Brief Overview:

Our customer is a household brand with a successful existence in the electrical appliance retail space for over half a century. They sell over 3000+ products to a loyal customer base through a robust e-commerce site and from over 130 stores distributed over 18 major cities across the country.

Though they are one of the oldest and most experienced players in their segment, they were facing the challenges that every hybrid store faces: seamless management of returns and exchange of products.

The damaged product return and exchange process is seen as a pivotal touch point between the brand and the consumer. It should be viewed by stores as an opportunity to correct the problems with the supply chain while winning back consumers’ trust by enhancing the User Experience. 

A good user experience design has the potential to transform an undesirable event into a golden opportunity for customer loyalty and advocacy. If the process is seamless, it solidifies the organization’s brand image as a reliable and customer-centric one.

Our client recognized that they needed to address these challenges and sought the expertise of Agile Soft Systems to elevate the customer experience in this critical area.

Renowned for their expertise in UX optimization and application modernization, Agile Soft Systems emerged as an ideal partner to solve our customer’s complex problem.

# Challenges related to returns and exchange processes

In a hybrid model that combines in-store and online shopping, solving User Experience (UX) issues relating to the exchange and return of electronic equipment poses a special set of difficulties.

Here are some deep insights into the challenges the client struggled to address before they partnered with Agile Soft Systems. 

## 1. Complex Return Policies and Inconsistent Policies Across Channels

Different products had different return windows and terms and conditions that were difficult to navigate. Further, customers encountered distinct return and exchange policies for in-store and online purchases, causing confusion and frustration.

At times, customers were unsure whether the return should be initiated online or whether they should visit a store in person.

## 2. Lack of integration of online and in-store systems

There were discrepancies in returns and exchange processes between in-store and online operations due to data and system disconnects. This divide led to several other problems.

For instance, sometimes there was limited in-store stock for online purchases.

## 3. Unclear Return Merchandise Authorization Process

Return authorization was difficult to obtain as users found the process lengthy and confusing with forms that were not user-friendly.

Additionally, the in-store staff found it difficult to verify the purchases made online, causing unnecessary delay and frustration.

## 4. Communication Gaps Across Channels

Customers were not being updated or notified about the return or exchange status, especially if they transitioned between channels. Additionally, the current process lacked an omnichannel customer support system. Agile Soft Systems conducted a customer survey, which showed that despite being offered free shipping, 44% of consumers still preferred to return the product in-store.

## 5. Hybrid Experience Personalization

A system that could provide hybrid experience personalization spanning online and offline channels was not in place.

## 6. Continuous Improvement and Feedback

The client company had overlooked the importance of a customer feedback system to drive improvement and innovation. Failing to do this had hindered their learning to understand customer expectations and had cost them time and a significant loss.

## 7. Technological challenges related to return and exchange processes

Though Agile Soft System was brought us in to improve their User Experience, the problem lay within the current software architecture, which was for the most part monolithic. So implementing a better user flow was impossible without application modernization.

Our client’s development team was consistently making improvements to the system, but the features were not being released frequently.

# Solutions to build a seamless UX

## 1. Design Thinking, Lean UX, and Double Diamond Design Frameworks

Agile Soft Systems first thoroughly audited the existing return and exchange processes. Then, a four-day Design Thinking workshop was conducted where the existing system was reviewed and an ideal plan and approach to building a new system were designed. We were determined to take an agile approach to design and develop the system and chose Lean UX and the Double Diamond as the methodology and framework to guide our project.

## 2. Adoption of Microservices, Microfrontend and ML

There were three factors that led us to adopt Microservices. The hybrid nature of the system demanded that we take this approach. Time was another factor that required us to work parallelly with small teams on distinct parts, with small sprints, and beta-test them separately. The third reason was to build an efficient DevOps process to enhance delivery, which wouldn’t work unless we had a Microservices architecture in this case.

Agile Soft Systems also chose Microfrontend to speed up to support the Lean UX and Double Diamond frameworks we selected for our Design iterations. This meant faster deliveries in smaller increments, providing a faster user feedback loop.

Machine Learning was also included for data analysis to enhance the speed of operations and user experience.

## 3. Adequate product information

Agile Soft Systems first conducted a customer survey and gathered data related to online and in-store returns and exchange cases. The survey revealed that around 22% of the returns were from customers who did not have a clear understanding of what they were purchasing, leading to dissatisfaction upon receipt.

To address this issue, the online product page UI was improved to provide detailed product descriptions, high-quality images, and user-friendly comparison tools.

Product warranty periods were clearly defined and prominently placed in the product information section. And user reviews and ratings were encouraged to build trust among potential buyers.

## 4. Consistent return and exchange policies and RMA

Return policies were standardized by simplifying the return and exchange policies. This return window for undamaged goods was limited to just two possibilities: 14 days and 30 days. The policy information is communicated in concise and clear language. It’s made easily accessible on the website, across all devices, in the mobile app via a user-friendly interface, and in the form of in-store signage across all stores.

The return merchandise authorization process is enhanced by offering self-service options on the website and the mobile app. Additionally, an AI Chatbot is integrated into the system to assist the users. Also, a customer service number is easily accessible for those who require assistance.

## 5. Integration of Online and In-Store Systems

Agile Soft Systems integrated online and in-store systems—shared databases, inventory management systems, and customer profiles accessible at all touchpoints. This solved most of our problems, providing a seamless experience for the customers as well as the returns and exchange customer service staff.

Better communication between customer support staff.
The communication gap between the online and in-store customer support staff was eliminated. The integration of data helped everyone stay on the same page in regards to the application and the status of the return and exchange process.
Better communication between support staff and customers.
Clear information helped the customer support team serve the customers better across all touchpoints. Filters were introduced into the product.
## 6. Automated warranty

The manufacturer’s warranty is registered at the retailer’s portal on purchase confirmation. This information is later shared with the manufacturer through our application or is updated through the manufacturing company’s API if it’s provided.

This reduced the time to process the return or exchange, as the retailer now verifies the warranty period instantly.

This feature also eliminated the need for the consumer to register the product with the manufacturer by themselves, leading to a better customer experience.

## 7. Improved personalization

Implement personalized return experiences by collecting feedback on the reasons for returns. Tailor return solutions accordingly, such as offering exchanges for defective items or refunds for dissatisfaction.

Agile Soft Systems created different user flows for different RMAs, such as repair, refund, or replacement. The improved user satisfaction rating greatly.

## 8. Safeguard against fraud.

With the help of AI, we also segmented the type of customer based on their purchase history. This helped our client’s team to identify genuine customers from insincere ones and further safeguard the business from fraudulent customers who engage in return and exchange fraud.

## 9. Continuous Improvement and Feedback

The system encourages customers to provide feedback on their return and exchange experiences. We use this feedback to make iterative improvements in both online and in-store processes.

## Conclusion

Agile Soft Systems successfully addressed the businesses’ complex challenges in returns and exchanges, transforming a previously inconvenient process into a streamlined, customer-centric experience.

User-centered design frameworks—Design Thinking, Lean UX, and Double Diamond frameworks—helped us create an efficient user journey. Adoption of Microservices, Microfrontend, and Machine Learning helped us surpass the technological limitations of the legacy system.

The emphasis on continuous improvement through customer feedback loops ensures that our customer remains adaptive to evolving customer expectations, positioning itself as a leader in the competitive retail landscape.

UX Excellence: Transformative Solutions for a Hybrid E-commerce Store’s Return and Exchange Challenges

Claims Processing Banner min.png

A Brief Overview
----------------

Our Customer, a trusted name in Auto Insurance for over four decades provides collision and comprehensive Insurance for individuals and organizations. It embarked on its transformative journey in 2019 by adopting cloud technologies.

Despite its strong reputation and a loyal customer base, the customer found itself grappling with the age-old challenge in an area that has long plagued the insurance sector — efficient claims processing. The complexities, inefficiencies, and customer dissatisfaction stemming from their existing claims processing led them to partner with us.

Agile Soft Systems addressed the challenges the customer faced, and positioned the organization as a forward-thinking player in an extremely competitive and ever-evolving industry.

This case study offers insights for Insurance companies seeking similar transformations, re-iterating the power of application modernization in reshaping established operations.

Challenges Faced in Claims Processing
-------------------------------------

Auto insurance claims processing is a critical function within the insurance industry. The customer was riddled with several complex challenges they had to navigate:

*   **Diverse Claim Types**: Auto insurance encompasses a wide range of claims, from minor accidents to major collisions, theft, vandalism, and natural disasters. Each claim type requires unique assessment and handling procedures.
*   **Complexity of Assessments**: Assessing auto damage and determining liability was complex, especially in multi-vehicle accidents or cases involving uninsured or underinsured drivers.
*   **Data Accuracy and Fraud Detection**: It’s critical to ensure that the information provided by the claimant is accurate. Any inconsistencies in the information could lead to delays, disputes and processing of fraudulent claims that cost the insurer heftily. the customer had implemented technology in some areas of advanced fraud detection but had not carried out the work to full extent.
*   **Claims Volume and Seasonality**: The client frequently encountered fluctuations in claim volume due to factors like weather-related incidents and holiday travel season. Handling these surges efficiently was a huge challenge.
*   **Regulatory Compliance**: Auto insurance claims must adhere to a plethora of regulations, which vary by location. As Trandland Insurance operated in several states, staying compliant while streamlining processes was not easily manageable.

Technological Challenges Faced in Claims Processing
---------------------------------------------------

*   **Partial Technology Adoption**: Though the customer had migrated their applications to the Cloud, they were not leveraging modern technologies to its full potential. The implementation of DevOps was inefficient and not well-executed. and their existing User Experience was weak, hindering seamless customer interactions.
*   **Customer Experience**: Customers expect fast and easy claims processing. Additionally, it is essential to communicate with claimants effectively. Keeping them updated on the state of their claims and the following steps they ought to take promotes loyalty and builds trust.The customer found itself in a situation where they had closely imitated the user experience and interfaces of other insurance companies, which had led them to encounter similar issues as those companies.
*   **Data Security**: Safeguarding sensitive customer information throughout the claims process is vital, especially in light of growing worries about privacy violations and data breaches. While no significant data security incidents were reported, Agile Soft Systems stressed the need to prioritize security and integrate it seamlessly into the development processes.

Solutions to Streamlined Claims Processing
------------------------------------------

Agile Soft Systems first thoroughly assessed and documented the existing systems they had in place. Then two Design Thinking workshops were conducted following the project initiation— one to redesign the flow of the existing system and enhance the process for the client, the customer, and the second workshop to audit the user experience for the claimants.

Here is a breakdown of how Agile Soft Systems successfully solved each problem related to claims processing for the client.

### 1\. Diverse Claim Types and Complexity of Assessments:

**a. Claim Type Routing**

Agile Soft Systems implemented a microservices architecture to break down the monolithic claims processing system into specialized services. These microservices are designed to handle specific claim types, such as minor accidents, major collisions, theft, vandalism, or natural disasters.

Further AI and Predictive Analytics are used to route the claims to its appropriate microservice to streamline assessment and handling procedures.

**b. Damage Assessment**

The AI and ML algorithms were implemented to assist in assessment of auto damage and to analyze images of vehicle damage to estimate repair costs and severity. Additional factors like vehicle age and make are also included to help adjusters make more accurate assessments.

### 2\. Data Accuracy and Fraud Detection

Agile Soft Systems used data analytics and machine learning algorithms to analyze large datasets of historical claims. These algorithms are used to identify patterns, anomalies that suggest fraud. They also assess claimant behavior against historical records.

Agile Soft Systems implemented image and video analysis to validate the authenticity of photos and videos submitted as evidence by the claimants. This helps to verify the extent of damage and the circumstances of an accident.

We also included Geo Spatial analysis to help insurers identify suspicious claims based on the location of accidents, repair shops, and medical facilities. Unusual travel patterns or clustering of claims in a specific area is now flagged by the system prompting the customer to investigate further.

Also recurring scenarios like staged accidents or inflated property damage claims are detected and flagged by the system.

### 3\. Claims Volume and Seasonality:

Agile Soft Systems leveraged cloud-based scalability to handle fluctuations in claim volumes. AI Ops tools are used to monitor system performance and allocate resources dynamically. Additionally predictive analytics is used to forecast claim volume trends based on historical data, to aid in resource allocation planning during peak seasons.

### 4\. User Experience

Our UX team conducted a successful Design Thinking workshop before redesigning the client's and claimant's facing interfaces. AI Chatbots were implemented to attend to initial claimant queries.

A microfrontend architecture was implemented. This enabled us to independently develop and deploy UI components to client and claimant facing interfaces. This also helped us to make incremental updates and to run A/B tests efficiently when it was required.

The claimant-facing interface now boasts a screen where the progress of the claims process can be viewed, leading to increased transparency in the system and higher customer satisfaction. Claimants can also opt to receive notifications for updates on the progress.

### 5\. Regulatory Compliance and Data Security:

Agile Soft Systems Implemented DevSecOps practices to automate compliance checks and validations as part of the development and deployment process. Additionally, microservices architecture gave us the flexibility to adapt to different state-specific regulations. Each microservice is configured to adhere to the specific compliance requirements of the state in which it operates, ensuring regulatory compliance.

Agile Soft Systems implemented security automation practices as part of DevSecOps. This includes encryption of sensitive customer data, strict access controls, and regular security audits. By integrating security into the development pipeline, data security is prioritized throughout the claims processing system.

By leveraging the power of DevSecOps, UX, Microservices, Microfrontend, AI and ML, Agile Soft Systems was able to modernize the customer's claims processing system to enhance efficiency, customer satisfaction, compliance, and security.

Enhancing Insurance Operations Through Holistic Transformation
--------------------------------------------------------------

By embracing Design Thinking, DevOps practices, UX practices and Microservices architecture, the customer successfully addressed long-standing challenges in the insurance industry.

The outcomes are clear: simpler procedures, quicker processing times for claims, fewer errors, and, perhaps most important, higher levels of customer satisfaction.

The core of the customer's and Agile Soft Systems' success lies in its holistic approach to application modernization. By integrating Design Thinking methodologies to empathize with customers, DevOps practices to enhance collaboration and efficiency in software delivery, and Microservices architecture to enable agility and scalability, we achieved a comprehensive transformation.

This approach serves as a blueprint for auto insurance companies and organizations in other sectors looking to modernize their operations. It highlights that integrating the newest technologies is important, but that successful modernisation also involves reinventing procedures, encouraging creativity, and adopting a customer-centric approach.

A Holistic Approach to Auto Insurance Transformation: Revolutionizing Claims Processing

app development fe min.png


![Image Alt Text](https://agsft.com/wp-content/uploads/2021/12/app-development-min.png) 

### Challenge

The client was looking for an automated & centralized application for their business operations. The traditional banking system they were using caused them slow performance which has also impacted the admin to keep track of all the windows services at individual level.

### Client Overview

The client is a leading US-based multinational banking and financial service provider. They serve corporates and institutions with their investment banking and wealth management services to give their customers a best-in-class experience.

### Solution

The application is an impeccable solution that works as a link between windows services and job processing by an administrator. The main motive of the application is to provide the administrator with an efficient and fast user interface that can create windows service & manage it at the individual server level and at centralized level.

### Benefits

After implementing the solutions provided by Agile Soft Solutions the bank experienced immense growth in its business. Their business operations speed up with the greater pace which results in enhancing their ROI by 300%. 


Project Details
---------------

### Challenges They were Facing!

##### Business Challenge

The main goal of the client is to centralize their operations running on the individual windows server for better handling and management of critical business function jobs.

*   They were using an outdated back office banking system from a third party that needed a lot of human intervention across several Windows servers.
*   Without a user interface, they used scripts to initialize services, set up identity accounts to run services, and set up parameters for services.
*   The whole system was making their processes slow and this was affecting the ROI of the business as well.

##### Technical Challenge

Before we implemented our solution over the client infrastructure they were already using a traditional system provided by a third party.

*   By using that system the administrator was creating the jobs to process different business operations manually.
*   The VC++ application that was already in use for putting up jobs had extremely simple capabilities and a user interface.
*   The information in the SQL Server database was used to synchronize all the services and jobs that were currently in use.

### What We Delivered!

At [AgileSoft Systems](https://agsft.com/), we proposed to the client an application that ensures automation of their business operations and the application can be accessed with the help of a desktop application as well as a web application. The present Windows service workflow, jobs processing, and service parameters were identified by our team of specialists. The application solution we offered uses WPF-XBAP Microsoft technology to be operated on individual and central windows servers to streamline the process of managing services and jobs operating on various windows servers. In addition, there will be a single codebase for maintaining both access points.

### Running scenarios of solutions delivered

##### Scenario 1: Running a new application on an individual server

The application empowers the administrator to run a new job on the individual server. The admin will get the WPF rich user having different features including:

*   Service Name Creation
*   Identity setup for the service account
*   various parameters for services like start & stop service

The interface will also display the job status in real-time with the proper message and notify the error of the administrator. The admin can access all the services created on the server along with their details and status.

##### Scenario 2: Running the new application on the central server

The application helps the administrator to manage all the windows services and different jobs processed on the server at a centralized location. The admin can see all the jobs along with their details such as status in real time that are currently running on the individual servers. It helped the administrator to manage, monitor, and take necessary actions for all the windows services installed on the individual windows server. As per the requirement, the bank can also host the application on IIS 7.5 to have access over internet explorer.

**Technology Stack**: WPF, C#.Net, Xaml, LINQ, Windows Services, SQL Server 2008 R2, Windows Server 2008 R2, IIS.

### Outcomes

With the help of a new application deployed on the client side, we have helped them to improve the following areas:

*   Provided administrative a centralized place to manage and monitor all the windows servers and jobs processing on them.
*   Provided administrators with an interactive and performance-packed interface to create and manage windows services at the individual server level.
*   Reporting time for any job failure reduced and immediate mail triggered to the administrator with error details.
*   Better error handling is provided in the application to get notified quickly for any quick business action.
*   Troubleshooting time is reduced as all details for specific services and the job can be found in one console.
*   Option provided for applications to be accessed through the Web using Internet Explorer.

App Development | Banking

search analytics copy.jpg

##### Challenge

The client was facing issues in storing the growing data generated, especially since data can accumulate to gigabytes and even terabytes in a relatively short period.

##### Client Overview

The client is a California-based publication house having 1800 publishers that generate digital data logs in terabytes. They generate on-demand reports or graphs with the help of data collected to develop and incorporate new business strategies and direct planning for the future.

##### Solution

Agile Soft Systems provided the Big Data empowered solution for the client. To help them solve the scalability issue and make their system highly available.

##### Benefits

The system helps the client to handle the large amount of data and keep scaling the storage as per the business growth.

Project Details
---------------

### Challenges They were Facing!

#### Business Challenges

The client collects the data in the form of logs w.r.t. different transactions. The acquisition, storage, access, and analysis of digital information provide knowledge and strategic insights to all higher management of each publisher. Each time users visit a website or make a transaction, the company can log everything they do; every link they click, each form they submit, what time they log in and out, any errors we encounter, and just about anything else they can imagine. With the increase in the business data, the client was facing processing it in their existing system.

#### Technical Challenges

The existing system client collects the logs, parses them, and gets stored in RDBMS. Various BI reports were extracted from RDBMS data. With the increase in business, it is the storage and access aspects (requisites for later BI analytics) that started imposing challenges on how to store this growing data. Data management becomes a greater obstacle as more and more data needs to be collected and stored. As the size of data sets was getting increased, it was possible to run out of space on a single system.

### What We Delivered!

Experts at [AgileSoft Systems](https://agsft.com/) studied the existing data flow and the rate getting generated on a regular basis. Then we came up with a system that can handle a larger amount of data and keep scaling to keep up with growth and that can provide the input/output operations per second (IOPS) necessary to deliver data to analytic tools. We chose the Hadoop ecosystem, which not only solved the scalability issue but also made the system highly available.

*   All-access logs pipelined to flume source and sink to S3 file system real-time eliminates the need for local storage.
*   Multiple maps reduce jobs written that apply business logic and transform the data to a format that is much more reduced and useful for reports.
*   Hive tables are mapped to the file system. It allows the HiveSQL to be run on Demand and generate the reports.
*   All MR jobs, HiveTables, and Oozie Workflow are hosted in the cloud, which removes the issue of hardware elasticity.

### Outcome

*   Faster On Demand reports are available to management
*   Scalability increased with high availability
*   Hardware and maintenance costs were reduced by 40%
*   Cloud hosting made the system collaborative and secure

Big Data – Publication

Returns Maximizing Efficiency min.png

Background:
-----------

MTL Logistics is a dedicated logistics company operating a fleet of approximately 45 semi-trucks. These vehicles are primarily used for transporting Tesla parts from various production facilities in Mexico to distribution points in California. MTL has established warehouses in Texas and California to facilitate this operation. Each truck is fitted with an Electronic Logging Device (ELD) for real-time tracking and data collection. While the Mexico leg of the transportation route is managed by a local partner, they utilize the trailers provided by MTL Logistics, ensuring a consistent and standardized operation.

Problem Statement:
------------------

MTL Logistics faced three significant challenges:

1.  Inefficient maintenance schedules that led to unexpected downtime and repair costs.
2.  Suboptimal routing that increased fuel consumption and wasted driver hours.
3.  The lack of load optimization led to certain trucks returning empty on one leg of the route, thereby incurring losses.

These inefficiencies had a profound impact on MTL's bottom line, as well as its ability to provide reliable, timely service to its clients.

Solution Implementation:
------------------------

AgileSoft, a technology and logistics optimization firm, was brought on board to address these challenges. The firm developed a comprehensive program that focused on the following areas:

1.  **Route Optimization**: Using historical data from the ELDs, AgileSoft was able to analyze traffic patterns, fuel consumption, and travel times for different routes. They implemented an AI-based route optimization tool that allowed for dynamic route planning, taking into account these variables to provide the most efficient route for each journey. This not only reduced fuel consumption but also minimized the hours driven, thereby reducing labor costs.
2.  **Load Optimization**: AgileSoft designed a load optimization algorithm that maximized the utilization of each truck. Instead of having vehicles return empty on one leg of the journey, the algorithm identified potential loads that could be picked up and delivered on the return trip. This tool also prioritized the most profitable loads, ensuring MTL's operations remained economically viable.
3.  **Predictive Maintenance**: AgileSoft leveraged the data from the ELDs to predict when a vehicle might require maintenance or repairs. This allowed for proactive maintenance scheduling, reducing unexpected downtime, and minimizing repair costs.

Outcome:
--------

AgileSoft's program has drastically improved MTL's operational efficiency. The route and load optimization tools have substantially decreased MTL's operational costs, improved vehicle utilization, and enhanced overall service reliability. Meanwhile, the predictive maintenance tool has significantly reduced unexpected vehicle downtime, leading to improved reliability, lower costs, and increased customer satisfaction.

Further, with optimized return trips, MTL has minimized the instances of empty trucks, thereby increasing their revenue and reducing the environmental impact of their operations. The solution has enabled MTL Logistics to continue providing top-notch service to its customers while ensuring the sustainability of its operations in the long run.

Future Scope:
-------------

Moving forward, AgileSoft plans to introduce real-time tracking and machine learning algorithms to further enhance the existing systems. By incorporating more granular, real-time data, they hope to enable even more precise route, load, and maintenance optimization, pushing the boundaries of what is achievable in terms of operational efficiency and cost reduction in the logistics sector.

Reducing Empty Returns and Maximizing Efficiency for MTL Logistics

Optimizing Maintenance Schedule min.png

Background:
-----------

MTL Logistics, a U.S.-based company, operates approximately 45 Semi trucks with dry vans, used to transport Tesla parts from Mexico to California. They have warehouses in both Texas and California, where fleet maintenance and repairs are conducted. Although MTL's trucks operate interstate with the aid of Electronic Logging Devices (ELD), the Mexico portion of their route is managed by a Mexican partner using MTL's US trailers.

Challenge:
----------

The primary challenge MTL Logistics faced was inefficient routine maintenance of its fleet. The maintenance schedules for their semi-trucks were not synchronized with the drivers' operational hours as recorded by the ELDs. This discoordination led to unnecessary downtime, reduced productivity, increased maintenance costs, and potentially compromised road safety.

Solution:
---------

To resolve this inefficiency, MTL Logistics engaged AgileSoft, a company specializing in software solutions for fleet management. AgileSoft designed and implemented a customized program that correlated the maintenance schedules of MTL’s trucks with the ELD records of the drivers. This program employed predictive algorithms to foresee the need for truck maintenance, providing early notifications to MTL's management.

The predictive algorithms used the history of each truck's usage, the type of routes, load weights, and the duration of journeys, amongst other parameters, to accurately predict the maintenance requirement for each vehicle. This ensured that maintenance was only conducted when necessary, preventing both premature and overdue maintenance activities.

Additionally, AgileSoft's program synchronized these predicted maintenance schedules with the drivers' shift patterns. This ensured that maintenance activities took place during off-duty hours, thus reducing vehicle downtime and allowing for seamless operations.

Impact:
-------

AgileSoft's program had a significant positive impact on MTL Logistics' operations. It effectively streamlined the maintenance process, significantly reducing downtime and saving operational costs. The program also improved the efficiency of the company's fleet, and due to the timely maintenance, it improved the overall safety of the fleet operations. The program’s success demonstrated the potential of using predictive algorithms and driver's operational data to optimize fleet maintenance schedules. It has not only boosted MTL Logistics' bottom line but has also positioned the company as a forward-thinking logistics provider, leading in terms of operational efficiency and road safety.

Optimizing Maintenance Schedule for MTL Logistics

ImplementingFuel Efficiency for MTL Logistics min.jpg

Background:
-----------

MTL Logistics operates a fleet of approximately 45 semi-trucks with dry vans, primarily responsible for transporting Tesla parts from Mexico to California. With warehouses located in both Texas and California, the fleet utilizes electronic logging devices (ELDs) and works interstate. Although the Mexico portion of the route is operated by a Mexican partner, the partner uses US trailers.

Problem:
--------

The company was facing a significant challenge: erratic spending on diesel fuel. Some drivers were refueling at the stations of their preference, regardless of the varying fuel prices. This discretionary approach led to unpredictable fuel expenses, which was a financial concern for the company.

Solution:
---------

To address this problem, MTL Logistics collaborated with AgileSoft, a software solutions company, to develop a program designed to optimize fuel consumption and costs.

This custom software collected and analyzed data on relative fuel prices across various US states along the company's route. It identified the most cost-effective gas stations for refueling and integrated this information with the real-time data from the trucks, including their fuel usage, range, and load status (empty or full).

The system then calculated the optimal fueling strategy for each truck, depending on its direction of travel and load. It determined the best places to stop for fuel and the optimal amount to refill to maximize efficiency and cost-effectiveness.

These instructions were delivered to the drivers via SMS, making the process straightforward and easy to follow. The company also instituted a scoring system to encourage adherence to the fuel-saving program. Drivers' performance was evaluated based on their compliance with the recommended fueling stops and amounts.

Outcome:
--------

The implementation of AgileSoft's solution led to a more predictable and optimized fuel expenditure, translating to significant cost savings for MTL Logistics. The process also increased the efficiency of the fleet, reducing unnecessary fuel stops and ensuring that drivers adhered to best practices for fuel consumption. The scoring system also promoted a culture of accountability and competitiveness among the drivers, further enhancing adherence to the program.

This case highlights how innovative software solutions can be utilized in the logistics industry to optimize operations and reduce costs. The integration of technology not only streamlined MTL Logistics' operations but also provided significant financial benefits.

MTL Logistics' case is an example of how strategic collaborations and the implementation of advanced technology can solve specific industry challenges, leading to operational efficiency and cost savings.

Implementing Fuel Efficiency for MTL Logistics

optimizing freight contracts for transport operations min.png

In today's globalized economy, efficient transport operations are crucial for businesses to remain competitive. Freight contracts play a significant role in ensuring smooth logistics operations and cost-effective transportation of goods. This case study focuses on a company that successfully optimized their freight contracts using Emptoris Sourcing Add-Ons, resulting in enhanced efficiency and cost savings.

The Ask:
--------

The company, a leading logistics provider, faced challenges in their transport operations due to inefficient freight contracts. They observed discrepancies in pricing, delayed deliveries, and limited visibility into carrier performance. It became imperative to streamline their contract management processes and optimize freight contracts to achieve higher operational efficiency.

The Solution
------------

To address the challenges, the company implemented Emptoris Sourcing Add-Ons, a powerful contract management tool specifically designed for the transportation industry. This solution provided advanced features that enabled them to streamline their contract lifecycle, enhance contract visibility, and facilitate better negotiation and collaboration with carriers. The company's approach consisted of the following steps:

1.  **Comprehensive Contract Repository**: Emptoris Sourcing Add-Ons allowed the company to consolidate and centralize their contract documents in a secure and easily accessible repository. This enabled efficient management and tracking of contract terms, ensuring compliance and reducing the risk of contractual disputes.
2.  **Advanced Contract Authoring**: The tool's robust contract authoring capabilities enabled the company to create standardized contract templates and automate the generation of contracts. This streamlined the contract creation process and ensured consistency across agreements, reducing errors and saving time.
3.  **Dynamic Bid Management**: Emptoris Sourcing Add-Ons facilitated the creation and management of dynamic bid events, allowing the company to invite carriers to bid on freight contracts. This increased competition among carriers, leading to more competitive pricing and improved service levels.
4.  **Performance Tracking and Analytics**: The tool provided real-time visibility into carrier performance metrics, such as on-time delivery, transit times, and service quality. This data-driven approach allowed the company to monitor and evaluate carrier performance objectively, making informed decisions about contract renewals and renegotiations.

Results
-------

By leveraging Emptoris Sourcing Add-Ons to optimize their freight contracts, the company achieved significant improvements in their transport operations:

1.  **Cost Savings**: The dynamic bid management feature enabled the company to secure more competitive pricing from carriers, resulting in substantial cost savings in their transportation spend.
2.  **Enhanced Efficiency**: Streamlined contract management processes reduced administrative overheads and improved operational efficiency. The automation of contract generation and consolidation of contract information saved time and minimized errors.
3.  **Improved Service Levels**: With better visibility into carrier performance metrics, the company was able to identify underperforming carriers and take proactive measures to address service deficiencies. This resulted in improved on-time delivery and enhanced service levels for their customers.

Outcome
-------

The successful implementation of Emptoris Sourcing Add-Ons and the optimization of freight contracts had a positive impact on the company's overall transportation operations:

1.  **Competitive Advantage**: By reducing costs and improving service levels, the company gained a competitive advantage in the logistics industry. They were able to offer more competitive pricing to their customers while maintaining high service quality.
2.  **Streamlined Operations**: The optimized contract management processes allowed the company to streamline their operations, reducing manual effort and enabling employees to focus on value-added tasks. This increased operational efficiency and productivity across the organization.
3.  **Improved Customer Satisfaction**: The enhanced service levels resulting from optimized freight contracts led to higher customer satisfaction and strengthened customer relationships. On-time deliveries and reliable transportation services increased customer trust and loyalty.

This case study highlights the significance of optimizing freight contracts for efficient transport operations. By implementing Emptoris Sourcing Add-Ons, the company successfully streamlined their contract management processes, resulting in cost savings, enhanced efficiency, and improved service levels. Leveraging advanced tools tailored for the transportation industry enabled them to stay competitive in a dynamic business environment. Contact us and explore similar technological solutions to optimize their freight contracts and achieve operational excellence.

Optimizing Freight Contracts for Efficient Transport Operations: A Case Study

Healthcaremin.png

Case Study at a Glance:
-----------------------

*   **Industry**: Healthcare
*   **Company**: Under NDA
*   **Company Size**: 150+ employees
*   **Site**: Under NDA

Wellness General Hospital, a regional healthcare provider with multiple locations, faced the daunting task of protecting sensitive patient data and privacy while navigating the rapidly evolving world of cybersecurity threats. This case study explores the circumstances Wellness General Hospital faced, the actions it took to bolster its cybersecurity posture, and the results of its efforts to shield sensitive data and patient privacy.

Background
----------

Wellness General Hospital is a prominent regional healthcare provider known for its commitment to patient-centered care. With the increasing reliance on Electronic Health Records (EHRs) and the growing use of telemedicine, the hospital recognized the importance of robust cybersecurity measures to protect sensitive patient data and uphold its reputation. However, their existing security infrastructure was outdated and fragmented, leaving the organization vulnerable to cyberattacks. ![Value added to the client-min](https://agsft.com/wp-content/uploads/2023/04/Value-added-to-the-client-min.png)

Challenges
----------

Wellness General Hospital encountered several cybersecurity challenges:

*   **Legacy systems**: The hospital's aging IT infrastructure and legacy systems made it difficult to implement modern security measures and left them susceptible to cyberattacks.
*   **Limited cybersecurity expertise**: The hospital's in-house IT staff had limited experience in healthcare-specific cybersecurity, leading to knowledge gaps and implementation challenges.
*   **Resource constraints**: As a regional healthcare provider, Wellness General Hospital faced budgetary constraints, making it difficult to invest in cutting-edge cybersecurity solutions.
*   **Compliance requirements**: The hospital needed to ensure compliance with relevant regulations, such as HIPAA, to protect patient data and avoid potential penalties.

Solution
--------

To overcome these challenges, Wellness General Hospital took the following steps:

*   **Conducted a thorough risk assessment**: The hospital engaged an external cybersecurity consultant to assess its IT infrastructure and identify vulnerabilities, providing a foundation for prioritizing improvements.
*   **Upgraded legacy systems**: Wellness General Hospital invested in modernizing its IT infrastructure, replacing outdated systems with more secure, up-to-date solutions.
*   **Developed in-house cybersecurity expertise**: The hospital provided training and professional development opportunities for their IT staff to build healthcare-specific cybersecurity expertise.
*   **Partnered with a Managed Security Service Provider (MSSP)**: To augment their in-house capabilities and address resource constraints, Wellness General Hospital partnered with an MSSP to help manage and monitor their security infrastructure.
*   **Implemented security best practices**: The hospital introduced security best practices, such as access controls, encryption, and regular security audits, to protect sensitive data and maintain regulatory compliance.

![Solution-min](https://agsft.com/wp-content/uploads/2023/04/Solution-min.png) ![](https://agsft.com/wp-content/uploads/2023/04/Outcome-min.png)

Outcome
-------

As a result of Agile Soft Systems [healthcare app developers](/hire-developers/hire-healthtech-app-developers/) efforts, Wellness General Hospital achieved the following outcomes:

*   **Enhanced cybersecurity posture**: The hospital's modernized IT infrastructure and upgraded security measures significantly improved its overall cybersecurity posture.
*   **Expanded cybersecurity expertise**: The hospital's investment in staff training and partnerships with external experts expanded its in-house cybersecurity capabilities.
*   **Efficient resource allocation**: Partnering with an MSSP allowed Wellness General Hospital to benefit from cutting-edge cybersecurity solutions while maintaining cost efficiency.
*   **Improved regulatory compliance**: The hospital's proactive approach to cybersecurity and implementation of best practices helped ensure compliance with relevant regulations.

Value added to the client
-------------------------

By prioritizing its cybersecurity posture, Wellness General Hospital was able to provide its patients with the peace of mind that their sensitive data and privacy were being protected to the highest standards. This value-added service helped build patient trust and confidence in the hospital's commitment to providing patient-centered care.Additionally, the hospital's efforts to ensure compliance with regulations, such as HIPAA, demonstrated their dedication to upholding ethical and legal standards in healthcare. Overall, Wellness General Hospital's cybersecurity transformation added value to its customer base by prioritizing patient data protection and privacy. ![Value added to the client-min](https://agsft.com/wp-content/uploads/2023/04/Value-added-to-the-client-min-2.png)

Cybersecurity Transformation at Wellness General Hospital

Rapid Test Automation Saved min.png

##### Challenge

The client was looking for automating their business processes by accelerating the delivery of their software through improved quality services.

##### Client Overview

The client is among the large US-based financial institutes that provides their services in the Caribbean. They support their customers in economical, social, and regional development.

##### Solution

@[AgileSoft](https://agsft.com/) established end-to-end traceability of automated scripting with more than 900 original test cases.

##### Benefits

The @AgileSoft test automation framework helped the client to save 70% of the testing time & maintenance efforts.

### Challenges faced by the Client

As a part of its organization-wide digital transformation strategy, the financial institution was targeting to simplify their develop, test and release processes. The original estimated time for this transformation was 17 months. This time span was the challenge. The CIO wanted to expedite this transformation. @AgileSoft recommended establishing a Test Center of Excellence, that would help reduce implementation time as well as defect leakage into production.

### Solution we delivered

After reviewing and refactoring 900+ test cases, our automation experts established end-to-end traceability of automated scripts.  
We gave extensive focus on the domain using team training conducted by Business Analysts. We established and institutionalized a test center of excellence. Thereby, we developed and implemented a robust test automation framework to seamlessly manage frequent changes across multiple applications that resulted in the reduced maintenance effort.

### Outcome

*   70% reduced test time due to the automated test framework
*   45% reusable automation scripts
*   AI-powered Scriptless Test Automation platform provided with a Center of Excellence
*   Achieved significant test automation coverage

Rapid Test Automation Saved 70% Test Time For A Financial Services Provider

Virtual Keyboard min.png

Case Study at a Glance:
-----------------------

*   **Industry**: Software Solution Company
*   **Company**: Under NDA
*   **Company Size**: 100+ employees
*   **Site**: Under NDA

The Client
----------

The software solution company provides secure data solutions to businesses dealing with sensitive data. They offer a suite of tools that facilitate the capture of numeric privacy data without exposing that privacy data to the local machine where users operate. Their Secure Cloud is a Level 1 Service Provider certified PCI DSS compliant environment, ensuring that their client's data is secure and meets regulatory requirements.Their solutions include the Virtual Keypad, which provides a mechanism for numeric privacy data to be entered securely by mouse click, ensuring that the mouse click coordinates are valueless to potential hackers. They also offer tokenization and other methods of passing on data without exposing it to company infrastructure.In addition to their secure data solutions, their Secure Browser provides a secure environment for agents to access sensitive data, ensuring that frames and images are protected and inaccessible to any would-be hackers. ![Client's requirement-min](https://agsft.com/wp-content/uploads/2023/04/Clients-requirement-min.png)

Client's Requirements
---------------------

The client needed a secure and reliable way to capture numeric privacy data without exposing it to the local machine where agents operate. This was crucial to ensure the safety and privacy of sensitive data such as credit card details. The client required a solution that would:

*   Securely capture numeric privacy data without exposing it to the local machine.
*   Provide a mechanism for agents to enter numeric privacy data using mouse clicks.
*   Ensure that the mouse click coordinates are valueless to potential hackers.
*   Adhere to strict validation rules for numeric privacy data, such as the credit card numbers.
*   Tokenize or pass on captured privacy data to third parties without exposing it to the company infrastructure.

Solution Provided
-----------------

Agile Soft Systems provided the client with a Virtual Key pad, which is part of its suite of tools that facilitate the capture of numeric privacy data without exposing that privacy data to the local machine where users operate. This technique is called Data Capture Cloaking.The Virtual Keypad runs within the client's Secure Cloud which is a Level 1 Service Provider certified PCI DSS compliant environment. The Virtual Keypad is visualized to the agent through the client’s Secure Browser running on their local machine. The Virtual Key pad provides a mechanism by which numeric privacy data can be entered by mouse click such that the mouse click coordinate is valueless to a potential hacker that has breached the local agent machine. To achieve this, the following measures were taken:

*   The Virtual Keypad app runs within the client’s Secure Cloud, where CHD is processed.
*   The Virtual Keypad is visualized on the agent desktop through the client’s Secure Browser, which ensures that frames images are protected and inaccessible to any would-be hacker.
*   The Virtual Keypad uses alternative approaches to the Numpad, such as a circular Keypad with a randomized zero position or a scrambled Numpad. These approaches eliminate the possibility of potential reverse engineering of privacy data from the mouse click coordinates.
*   Strict validation rules for numeric privacy data, such as the Primary Account Number (PAN) of a credit card, are adhered to.

![](https://agsft.com/wp-content/uploads/2023/04/Solution-Provided-min.png) ![Value Added to the Client-min](https://agsft.com/wp-content/uploads/2023/04/Value-Added-to-the-Client-min.png)

Value Added to the Client
-------------------------

The Virtual Keypad provided by Agile Soft Systems offered the following value to the client:

*   Ensured the security and privacy of sensitive data such as credit card details.
*   Provided a secure and reliable way to capture numeric privacy data without exposing it to the local machine.
*   Enabled agents to enter numeric privacy data using mouse clicks, which is more convenient and efficient than manual entry.
*   Eliminated the possibility of potential reverse engineering of privacy data from the mouse click coordinates.
*   Adhered to strict validation rules for numeric privacy data, such as the Primary Account Number (PAN) of a credit card.
*   Allowed for captured privacy data to be tokenized or passed on to third parties without exposing it to the company infrastructure

Ensured the Security and Privacy of Sensitive Data

Mobile App Development for publication company.png

Case Study at a Glance:
-----------------------

*   **Industry**: Publications
*   **Company**: Under NDA
*   **Company Size**: 200+ employees
*   **Site**: Under NDA

Background
----------

The landscape of mobile app development is ever-evolving, making it critical for companies to stay one step ahead of the competition. We collaborated with a leading mobile app publisher struggling with numerous obstacles during their app development. The app's complex architecture increased the development time significantly, and its redundant design increased the likelihood of bugs and made it harder to scale. As a result, the client's business was at a disadvantage in the marketplace because the app's development expenses ballooned and it's time to market was pushed back. They approached us for a solution that could help them reduce costs, develop the app faster, and include new features that enhance user experience.

The Ask
-------

Our client was looking for a solution that could help them reduce the development time and cost while also making the app more scalable and easier to maintain. They wanted to include several new features in the app that could help improve user engagement and provide a better user experience. They also needed a solution that could help them achieve all these objectives while ensuring that the app reached the market quickly. ![](https://agsft.com/wp-content/uploads/2022/04/Mobile-App-Development-for-publication-company-Key-Parameters-min.png)

Key Parameters for System Improvements
--------------------------------------

Our team was tasked with creating [e-publishing solutions](https://agsft.com/industries/publication/) that could achieve the following:

*   Reduced development time and cost
*   Quick turnaround time for a mobile app to reach the market
*   Easy and less error-prone configurable options to include features as per business needs
*   Analytics support to track various events to support business analytics
*   A more interactive app with the use of a push notification service
*   Support for offline views in the mobile app.

Our Solution
------------

After analyzing the client's mobile architecture and workflow, our team designed a solution that could meet their requirements. Our solution involved the following:

*   Creating a single platform for both iOS and Android using the MVC design pattern to segregate business logic and user interface.
*   Using JSON configuration to configure features of the mobile app easily as per the business requirement, thus removing redundant development efforts.
*   Creating a REST API layer to update the mobile app content from the Atom store.
*   Introducing offline support to the mobile app using SQLite local storage.
*   Embedding the platform with Flurry, Google Analytics, and push notification service for more interactive app support.

![](https://agsft.com/wp-content/uploads/2022/04/Mobile-App-Development-for-publication-company-Our-Solution-min.png) ![Mobile App Development for publication company Implementation-min](https://agsft.com/wp-content/uploads/2022/04/Mobile-App-Development-for-publication-company-Implementation-min.png)

Implementation
--------------

We worked in close collaboration with the client's development team to implement the solution. We followed the Agile methodology to ensure that the project was delivered on time and with the required quality. We created a detailed project plan, including timelines and milestones, and regularly updated the client on the progress.

Results
-------

Our solution enabled the client to achieve the following outcomes:

*   Reduced the development time and cost by using a generic platform for both iOS and Android.
*   Quick turnaround time for a mobile app to reach the market.
*   Easy and less error-prone configurable options to include features as per business needs.
*   Analytics support to track various events to support business analytics.
*   More interactive app with the use of push notification service. Support for offline views in the mobile app.

![Mobile App Development for publication company Result-min](https://agsft.com/wp-content/uploads/2022/04/Mobile-App-Development-for-publication-company-Result-min.png)

Value added to the client
-------------------------

![Mobile App Development for publication company Value added-min](https://agsft.com/wp-content/uploads/2022/04/Mobile-App-Development-for-publication-company-Value-added-min.png) Our solution provided the following value to the client:

*   **Enhanced user experience**: The app was more interactive, user-friendly, and easy to use, leading to a better user experience.
*   **Faster time to market**: Our solution helped the client to reduce the development time and cost, which allowed them to launch their app in the market faster.
*   **Improved scalability and maintainability**: The solution made the app easier to scale and maintain, reducing the chances of errors and improving the app's overall performance.
*   **Better business insights**: The analytics support enabled the client to track various events and gather insights into user behavior and business performance.

Our [custom application development services in USA](https://agsft.com/services/custom-application-development/) helped the client to optimize their mobile app development process, reduce the development time and cost, and provide a more interactive and configurable app for both iOS and Android. By partnering with us, the client was able to achieve significant value and stay ahead of the competition. Ready to streamline your mobile app development process? Let's connect and explore the possibilities.

Mobile App Development with Reduced Development Time and Cost

retail.jpg

##### Challenge

The client was facing difficulty in having a single view of business as his retail had data marts spread worldwide.

##### Client Overview

The client was a large European retailer working as the best merchandiser for wholesalers and bringing all the goods under one roof.

##### Solution

Agile Soft Solutions provided the solution that helps the client to see the real-time view of their business across the world.

##### Benefits

The solution provided by Agile Soft helped the client to get the optimized view of data marts present in different demographics in one place.

### Project Details

### Challenges They were Facing!

As the client was a leading retailer, they were facing issues in handling their different stores at different places in the world. Here are the expectations of the client from the solution requested:

*   Enhance store performance by having a deeper comprehension of the factors that influence each store's potential.
*   Ingest new multi-structured data sources, such as clickstream and transaction logs.
*   Inventory planning as a component of a retail ordering system.
*   Analytics software that enables speedy report generation from multiple sources.
*   Improve consumer multi-channel shopping habits.

### What We Delivered!

We at [AgileSoft Systems](https://agsft.com/) analyze the client's requirements deeply and come up with a solution that not only provides them with a single view of all their business locations but also ensures to enhance business productivity & ROI

*   Lower total cost of ownership because of single platform
*   Increased processing speed
*   Real­time view of business
*   Increased store performance to baseline.
*   Optimized product assortment mix to store demographics.
*   Facilitates effective customer centric marketing.

### Here are the key features of the solution:

#### Lambda Architecture with Hadoop and HBase

*   A single view of the business by mapping all diverse data to a single structure
*   Data capture using Apache Kafka
*   Added semi structured sources like transaction logs, and clickstream data to analyze with existing data
*   Scalable, Fault-­tolerant architecture
*   Reduced ETL time

#### Market Basket Analysis

*   When an item goes on sale, let retailers know about adjacent products that benefit from a sales increase as well.

#### Real-time Store Performance

*   Implemented real time dashboards using HBase to understand the performance of region/country/store

#### Pattern/Behavioral Analysis

*   Analysis of clickstream data and uncommitted transaction log data to improve customer retention program, marketing/promotion program

#### Inventory Forecasting

*   Forecasting products in a 24 hours cycle instead of the weekly cycle.

### Outcomes

*   Reduced the managing cost of the client via a centralized platform to monitor all the stores.
*   Increased processing speed
*   Real Time view of business
*   Increased store performance to baseline.
*   Optimized product assortment mix to store demographics.
*   Facilitates effective customer-centric marketing.

Big Data – Retail

web development publication.jpg

##### Challenge

The client was looking for a product like LinkedIn for the people of a specific segment which is Hospitality.

##### Client Overview

The client was a HongKong based company that was working to help the hospitality area to stay connected at a specific platform.

##### Solution

At [AgileSoft](https://agsft.com/), we created a Web-based solution having exclusive features such as share posts, send connection requests, chat or call and more.

##### Benefits

The solution provided by us gives flexibility to the people to collaborate, communicate and coordinate with other people from the same segment/vertical.

Project Details
---------------

### Challenges They were Facing!

*   Web-based portal like LinkedIn where people can update their profile, work experiences, and Achievements, Seek recommendations from peers/co-workers, Share the news/post from friends, can see the Job posting based on the criteria, and can have a group/one-to-one chat with friends and other people of the community.
*   Performance of the portal to be very fast. The page should take less than 5 sec to load completely
*   Migration of the data from the old version to the new version without affecting any of the functionality and breaking anything on the production.
*   New jobs are to be fetched and displayed on a regular basis.

### What We Delivered!

*   Designed / Followed Agile methodology to provide complete features.
*   Created a Web-based portal where people can collaborate by growing connections and sharing the post with friends and with everyone, communicate through Messages, seek recommendations from peers/co-workers, importing profiles from other social media.
*   Followed coding standards so that the core of the system is intact and is not overridden so decrease the performance and use the default functionality to its best.
*   Implemented CDN to load the images faster and increase the performance of the system.
*   Implemented caching for DB and pages so that the performance of the Web-based portal can be increased.
*   Provided multilingual support for the Web-based portal.

### Outcome

*   Created & implemented processes for development and production release which gave bug-free release.
*   Reliable and scalable system.
*   Increased performance of the web-based portal.
*   Migration of old data to the new system.
*   Automated test cases through Selenium web driver to run the regression.
*   Daily performance testing to check stress and load testing on the production environment.

Web Development – Social

Ensured the Security and Privacy of Sensitive Data Banner min.png

Case Study at a Glance:
-----------------------

*   **Industry**: Publication
*   **Company**: Under NDA
*   **Company Size**: 100+ employees
*   **Site**: Under NDA

Background
----------

The client, a major player in the Publication industry, had requested improvements to their existing platform to enhance the customer experience. As part of this effort, the client needed standardization for the QA process with the technology they were using. The client also required that the QA effort be completed within the scheduled overall project development plan. Additionally, the client needed unique improvements and support for additional types of reference citation styles, improvements in different development methodologies before the formal sign-off, and improvements to the existing QA system by automated monitoring jobs. /\*! elementor - v3.12.1 - 02-04-2023 \*/ .elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img\[src$=.svg\]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block} ![The Ask-min](https://agsft.com/wp-content/uploads/2023/04/The-Ask-min.png)

The Ask
-------

The client requested a deft team that could write and execute test cases and consult the client on areas that needed more focus. They needed additional QA resources to manage a large test effort for major product enhancements. The client required a point, laser-focused QA process, technical support, and testing environments that could make it possible for the client to focus on their development efforts.

Key Parameters for System Improvements
--------------------------------------

Agile Soft Systems, the chosen technology partner , was tasked with implementing the following system improvements:

*   Major standardization for the QA process with referred technology
*   Strict adherence to the scheduled overall project development plan
*   Unique improvements and support for additional types of reference citation styles
*   Improvements in different development methodologies before formal signoff
*   Improvements to the existing QA system by automated monitoring jobs

![](https://agsft.com/wp-content/uploads/2023/04/Key-Parameters-for-System-Improvements-min.png) ![Our Solution-min](https://agsft.com/wp-content/uploads/2023/04/Our-Solution-min.png)

Our Solution
------------

Our Solution Agile Soft Systems provided an experienced QA Project Manager coupled with a QA test team of highly skilled Quality Engineers that were ready to begin testing immediately. The testing scope was strategically limited for some modules. These modules had features and notifications that had default settings and site-specific configuration options. The QA team customized the configuration options where different individuals received notifications. Verification was done for all the notifications sent as a result of different testing modules.

*   Provided an experienced QA Project Manager coupled with a QA test team of highly skilled Quality Engineers that were ready to begin testing immediately.
*   Strategically limited testing scope for some modules.
*   Customized configuration options for different individuals that received notifications.
*   Verified all notifications sent as a result of different testing modules

Implementation
--------------

Agile Soft Systems fielded a qualified, capable QA Engineering staff on short order. The AGS QA team was well versed in the Agile operational concepts of quick, short-term turnaround without disturbing long-term system stability. The AGS QA team mastered the Agile (Scrum) methodology. The design template incorporated improvements to publication menus, footer, branding zones, and other links. These improvements to the framework needed new development and detailed testing.

*   Fielded a qualified, capable QA Engineering staff on short order
*   Mastery of Agile (Scrum) methodology
*   Incorporated improvements to publication menus, footer, branding zones, and other links
*   Framework improvements needed new development and detailed testing

![](https://agsft.com/wp-content/uploads/2023/04/Implementation-min.png) ![result-min](https://agsft.com/wp-content/uploads/2023/04/result-min.png)

Results
-------

The development had better control over the system as the QA team provided a high level of partnership to identify defects and pitfalls. Notification helped track end-user engagement, providing key insight to the business unit. Testing by module (creation/control) monitors provided scale in building/management. Support for module notifications was verified using new testing methodologies.Agile Soft Systems successfully delivered a comprehensive solution that met the client's requirements for system improvements. The solution not only improved the customer experience but also gave the client better control over their system, leading to increased efficiency and productivity.

Improving Quality Control for High-Growth Publication Company

Aquadoor Banner min.png

Case Study at a Glance:
-----------------------

*   **Industry**: Leading Global Manufacturer
*   **Company**: Under NDA
*   **Company Size**: 200+ employees
*   **Site**: Under NDA

The Client
----------

AquaDoor (a pseudonym) is a leading global manufacturer and manager of hard drives, generating revenue of over $1 billion annually. To enhance their customer service, they sought access to drive health data of their hard drives to create warranty and replacement add-on features for their hardware segment. To achieve this, AquaDoor integrated AgileSoft's DataLink API into their platform, enabling the Predictive Analytics platform to collect the hard drive health data. The API allows AquaDoor to access the data without any user information. This marks the initial implementation phase.

The Ask
-------

AquaDoor needed a solution that could deliver timely and accurate data, without placing a burden on their development team's resources. After careful evaluation, they determined that the DataLink API built by AgileSoft met all their requirements. Here are the key highlights of the requirements of the client:

*   AquaDoor required drive health data of their hard drives to predict failures in advance.
*   They needed a predictive analytics platform that could monitor hard drive health data and predict failures in advance.
*   The system needed to provide easy access to hard drive health data.
*   The solution needed to ensure data privacy and security.

Key Product Parameters for System Improvements
----------------------------------------------

After evaluating the DataLink API against several essential criteria, AquaDoor ultimately opted to leverage the API's capabilities:

*   The API would provide a secure mechanism without customer identification data.
*   AquaDoor would receive a standard, structured response from the API whenever performing a query.
*   When updates are made to the underlying predictive analysis platform, it would have no impact on their ability to retrieve data as long as the API was consistent.
*   Hard drive health data needed to be easily accessible and secure.
*   The predictive analytics platform needed to be capable of monitoring hard drive health data and predicting failures in advance.
*   The solution needed to be scalable to handle the high volume of data generated by AquaDoor's hard drives.

Our Solution
------------

*   AgileSoft proposed a solution that involved integrating the DataLink API into AquaDoor's platform.
*   The API was built to pull in hard drive health data of AquaDoor's hard drives on the Predictive Analytics platform.
*   The API allowed AquaDoor to access the hard drive health data without any information about the user.
*   The API was built on RESTful architecture and used OAuth 2.0 authorization for secure authentication.
*   The Predictive Analytics platform was built using Python, and it utilized machine learning algorithms to predict hard drive failures in advance.
*   The solution was designed to be scalable and modular.

Solution Software & Application
-------------------------------

![Solution Software & Application-min](https://agsft.com/wp-content/uploads/2022/08/Solution-Software-Application-min.png) Upon registering an account with the DataLink API Portal, AquaDoor provided basic application information, including their logo, redirect URL, and description, and in return, received a Client ID and API key. Leveraging this information, the AquaDoor development team efficiently integrated the API onto a test server and subsequently deployed it to production, completing the implementation process within just five days.

**Seamless Sign In**  
Script initiation of the connection, handshake with authentication with a listener.

**Account Details**  
Once the quick setup is completed, data is pulled into the AquaDoor with time stamps.

**Support**  
To fully test out the experience of using an API from the API Portal, AquaDoor worked closely with the AGSFT team throughout the implementation process and promptly resolved any issues that surfaced.

Results
-------

*   AquaDoor successfully integrated AgileSoft's DataLink API into their platform, providing easy access to hard drive health data.
*   The Predictive Analytics platform was able to predict hard drive failures in advance, allowing AquaDoor to take preventive measures and improve the customer experience.
*   The API ensured data privacy and security, which was a crucial requirement for AquaDoor.
*   As a result of the successful implementation, AquaDoor has reported increased customer satisfaction and a reduction in warranty claims.

![Results-min](https://agsft.com/wp-content/uploads/2022/08/Results-min-550x400.png)

Maximize Client's Business Potential with Datalink API: An Interactive Walkthrough

Insurance case study Banner min.png

Case Study at a Glance:
-----------------------

*   **Industry**: Insurance: Personal Auto
*   **Company**: Under NDA
*   **Company Size**: 11-50 employees
*   **Site**: Under NDA
*   **Timeline**: Modernization Insuretech Platform in 1.5 Years

Background:
-----------

The insurance company specializes in personal auto insurance and offers low premium rates and efficient claim settlement programs. Customers can choose from a variety of policy options, including full insurance that covers both the vehicle and personal injury protection (PIP) if needed. The company also has a network of pre-approved service centers across the US to make claim settlement and repairs more convenient and cost-effective. The company's unique selling points include its low insurance premiums, easy and transparent billing, preferred service providers, and simple claim process. Additionally, the company has implemented best practices such as custom-built analytics, a small and efficient team, streamlined processes, and an alert system for management. As a result, the company has consistently increased its profits year after year.

The ask:
--------

In 2019, our Customer set a goal to modernize their existing insurance platform by adding a process that would improve scalability, performance, and ease of onboarding new agents and customers. The goal was to make the system so user-friendly and efficient that once a customer was onboarded, they wouldn't consider using any other insurance provider. To achieve this, the company also aimed to increase profitability by implementing the latest technology, offering attractive commissions to agents, and keeping employment and infrastructure costs low.

Key Product Parameters for System Improvements
----------------------------------------------

**Architecture:**

*   Conversion from a large monolithic application to a service-based architecture

**Workflow:**

*   Implementation of a new, streamlined workflow for underwriting
*   Implementation of an efficient workflow for claims

**Management:**

*   Diary management system for agents, employees, and management
*   Quick search for claims
*   Provide analytical data to Directors
*   Ability to quickly add custom rules as per company and government requirements
*   Ability to audit the system as per government norms
*   Multilevel Dashboard for Managers and Directors

**Customer-facing features:**

*   Ability to add/edit discounts to the Insureds
*   Ability to add, edit, send customized letters to Insureds
*   Implementation of multiple payment installments options

**Alerts:**

*   Implementation of alerts for management, agents, and customers
*   Quick search for policies, people, phone, driving license, underwriting, claims

**Integrations:**

*   Integration with payment processing systems for Credit/Debit cards and ACH
*   Credit Check API integrations
*   3rd party Rater integration
*   Auto data, CLUE report integration

Our Solution
------------

*   The Agile Soft team started analyzing the existing insurance application to understand the system areas that are causing underperformance.
*   Project solution and conceptualization began with close interactions with business stakeholders for their inputs and feedback.
*   We assigned a dedicated Business Analyst to interview the stakeholders for requirement elicitation and then to analyze the gathered requirements.
*   Based on the gathered requirements, feedback, suggestions, a detailed plan of enhancements was proposed to add new cutting-edge functionalities to the platform.
*   Visual wireframes for the entire application were then created to guide the development process.
*   The team then moved on to the visual designing phase, where the design was aligned with the client’s brand guidelines.
*   The architecture of the application was redesigned with a scalable Service-oriented architecture to ensure future scalability and maintainability of the application.
*   To ensure that the application met the stakeholders' requirements, regular presentations cum reviews were conducted to gather feedback for fine tuning the development items.
*   The application went through an extensive testing process, which included unit testing, functional testing, UI/UX testing, interrupt testing, regression testing, performance testing, and system integration testing to ensure that the product is of the highest quality.

![Soluitions - Case Study](https://dev.agsft.com/wp-content/uploads/2023/03/Soluitions-Case-Study.png)

Solution Software & Application
-------------------------------

After analyzing the existing application, we implemented the following solutions to align with the priority of the requirements:

*   Moving from a monolithic system to ASP.Net MVC implementation for scalability and maintainability.
*   Re-architecting the infrastructure for scalability, stability, and security.
*   Implementing an audit log that allows for straightforward investigations and compliance with regulations.
*   Implementing Microsoft SQL Service to improve the performance and security of the database.
*   Implementing Reporting services using Microsoft Reporting services that allows for easy generation and sharing of reports.
*   Implementing a disaster recovery plan to ensure that the system can quickly recover in case of an outage.
*   Implementing alerts using socket programming to enable quick notifications to Management and Agents.

Results
-------

Adopting ASP.Net MVC-based technologies has brought significant benefits to our client's auto insurance business in the following areas:

*   **Time-to-market**: Quickly implement the new government (Insurance Regulator) mandate.
*   **Tailor**: the policies to the needs of the Customer.
*   **Simplicity**: A single platform supporting wide auto insurance activities such as:
    *   Hassle-free onboarding of Agencies & Agents
    *   Reliable Rating Engine
    *   Simplified endorsement workflow that supports speedier binding & issuance
    *   Efficient claims workflow and timely payment
    *   Real-time usability , management reports for financial visibility
*   **Interoperability**: Multiple third parties are now connected by using API integration.
*   **Scalability**: The tenant and message-driven architecture ensure scalability, duly supporting the rapid growth of the business, while keeping the commute costs in check.
*   **Agility**: The company can introduce new insurance products without affecting the existing system.
*   **Compliances**: Quick adherence to government mandates and timely reporting.
*   **Customer benefits**: Improved Agent experience for quote, binding and issuance. A cost-effective, on-time claim settlement system making claims simple.

About the Company:
------------------

Agile Soft Systems Inc. is software design, development and testing company with offices in US and India. We enable Insurance, Banking, Financial Services, ISVs and global brands to build, enhance and maintain world class software products.We use a unique approach that combines the best of onshore and offshore development, which allows us to tailor our services to meet our client’s specific needs and contribute to product innovation.Our goal is to help companies achieve true digital transformation of their business processes by providing services that optimize efficiency and modernize their IT infrastructure to be more resilient and robust.

We bring in a combination of business expertise and industry insights, along with innovative technologies to provide specialized skills and tailored solutions to our clients.

**Visit us on:**  [https://www.agsft.com](/)

Modernization of Personal Auto Insurance Platform for a US Insurance Company

publication and banking.jpg

##### Challenge

The client was facing variabilities in different platforms including websites, content modeling, automation challenges, and maintaining the monthly release cycles.

##### Client Overview

The client is a US-based Publication house that works as the premier, independent, technology partner to over 145 influential academic, medical, scholarly societies, and other independent publishers.

##### Solution

Agile Soft Systems performed requirement analysis and formulated an automation strategy. We provided a focused, highly skilled that planned, written, executed, and maintained automation test cases that could be scaled to an extremely high degree.

##### Benefits

The client got a scalable automation system that helped them to save the cost to a higher extent. Their project scheduling and managing became more effective.

### Project Overview

### Challenges They were Facing!

**The following were identified as some key business challenges for the QA/Testing:**

*   The Client websites (apps) had huge variability
*   The base platform was continuously being developed, with the monthly release cycle
*   The content modeling of various portals varied significantly, presenting automation challenges
*   The QA effort has to be strictly within scheduled the overall project plan

### What We Delivered!

Our [Agile QA testing](https://agsft.com/services/qa-testing/) team was tasked to automate and scale the QA effort for a strategic project in a short period, by automation testing.

**Automation Strategy -** Agile Soft Systems carefully performed requirement analysis and formulated an automation strategy. We decided to batch the various sites on the following models:

*   Feature Set
*   Content (data model)
*   Customizations

**Automation Suite Grouping -** With these filters, the sites were broken down into two large groups of ~900 & ~600 sites. Thereafter, they were each sub-grouped into 5 distinct groups. Filtering with the above models, Agile Soft System’s Test Architect built the 5th group in each set consisting of the highly custom sites (the outliers). This group was allocated for most functional testing to balance the testing effort.**Automation Suites -** The automation suites were built with the following drivers:

*   Ongoing maintenance
*   Object selection for variability
*   Broad test coverage

Objects were carefully selected so that the variability will be minimal and also the test coverage will be as broad as possible.**Scalable Automation -** Agile Soft Systems provided a focused, highly skilled that planned, wrote, executed, and maintained automation test cases that could be scaled to an extremely high degree. Agile Soft Systems provided an experienced Automation Architect and a test team of skilled Quality Engineers that were ready to begin testing the product as soon as the first alpha release was made available.**Scalable Maintenance -** To fulfill the client’s need of keeping the overall cost low with low maintenance, Agile Soft Systems kept maintenance focus at the beginning of the development of automation. That is like ‘keeping the end in mind’. Agile Soft Systems provided the point laser-focused Quality Assurance process, technical support, and testing environments, which made it possible for the Client to focus on their development efforts.**QA Staff augmentation -** Agile Soft Systems provided the complete QA team for this project.**Agile Development QA Support -** For this high-growth web services company, Agile Soft Systems fielded a qualified, capable QA Engineering staff on short order. The Agile Soft Systems team was well versed in the Agile operational concepts of quick, short-term turnaround without disturbing long-term system stability. The AGS QA has mastered the Agile (Scrum) methodology.

### Outcome

*   Client cost saved with the help of Scalable automation
*   The regression testing cycle was cut down due to the QA automation cycle.
*   The overall reaction time (QA feedback time) was shortened due to automated testing. That helped the client to manage the project schedule in timely manner.

QA Automation – Publication

##### Challenge

The client's requirement was to improve their testing process and develop a test center that integrates with different IT systems.

##### Client Overview

The client is a leading USA-based reinsurance company who is dedicatedly providing excellent BFSI services to its customers.

##### Solution

Agile Soft Solutions provided low-cost banking application testing services to the client with robust QA consulting, effective resource optimization, and on-time delivery with security testing. Our solution covered testing Mobile banking software, Money transfer applications, Payment Gateway Applications and much more.

##### Benefits

Our BFSI [QA testing team](https://agsft.com/services/qa-testing/) helps clients streamline their internal processes, resulting in increased productivity and better customer service. With the help of our experienced professionals in wealth management application testing design, development, and implementation, they achieved their business performance goals.

Project Details
---------------

### Challenges They were Facing!

The retail banking transformation is a new challenge in achieving high business performance. In this dynamic environment, the client was at risk of being unable to meet future business needs due to the complexity driven by outdated technology platforms, inappropriate procedures, and duplicate business processes. The main goal of the client is to test their application w.r.t different parameters, scenarios, and real-time conditions.

### What We Delivered!

AgileSoft Acknowledged leadership in testing services extends to the Banking and financing environment, spanning all key areas, and acknowledging the unique requirements of BFSI applications. Starting as early as possible, we put BFSI applications through a testing process that quickly identifies performance issues under a variety of environments and conditions. We simulate real users using hundreds of virtual users and generate accurate, measurable, and repeatable loads on the system from a single point of control. By placing load generator machines at multiple geographical locations, we more closely model real-world conditions and can pinpoint functional and security bottlenecks. We also support the banking domain with performance benchmarking. Here are some of the tests we conducted during the testing lifecycle:

**Minimum Acceptance Testing** - This is a Sanity Test done to ascertain the quality of the Build and the environment being used for testing.

**Progression Testing** - The cycle where the enhancements/phases are being tested in-depth and certified as per the business requirement.

**End-to-end Testing (ETE)** - It certifies that the required data is in the defined format which is being passed on to the downstream system and is successfully uploaded in all the required interfaces.

**Back Out Testing** - The cycle where the new enhancements/patches are reverted and ensured that the system comes back to the original shape in case of any unforeseen issues during deployment.

**Interacting with End Users UAT Lead** - Leading the respective test phase from planning to completion Test Analysts – developing test cases, executing test cases, Raising defects (using existing bug tracking tool), retest defects fixed.

### Outcomes

One of the most effective core banking solutions for Community Cloud Banking services with our client is the banking application engine for Standard Architecture. For its mission-critical core banking capabilities, more than 20 regional banks benefitted. If you are also seeking help with the same kind of requirements, let's discuss this over [info@agsft.com.](mailto:info@agsft.com)

QA – Banking & Financial

modernizing insurance underwriting min.png

Background
----------

The client is one of the globally leading insurance providers in the market. However, the company's underwriting process was outdated, manual, and time-consuming. The underwriting team relied on paper-based forms, spreadsheets, and manual checks to assess risk and underwrite policies. This resulted in longer turnaround times, errors, and poor customer experiences.

Challenge
---------

The outdated and manual underwriting process of the client created a negative impact on the overall business operations. The company faced several challenges, including:

1.  The manual and time-consuming underwriting
2.  A lack of data analytics and machine learning algorithms leads to flawed underwriting choices.
3.  Poor customer experience due to longer turnaround times
4.  Compliance risks due to manual compliance checks

The company needed a solution that could modernize its underwriting process, improve efficiency, and reduce compliance risks.

Key Product Parameters for System Improvements
----------------------------------------------

The leading Insurance Company partnered with Agile Soft Systems, a leading technology and [InsureTech services](https://agsft.com/industries/insuretech/) provider, to modernize its underwriting process. Agile Soft Systems recommended a comprehensive solution that included the following key product parameters:

1\. **Automated Underwriting System**: The technology provider implemented an automated underwriting system that leveraged data analytics and machine learning algorithms to assess risk and underwrite policies. We integrated the system with the company's legacy systems/ nd This helped analyze data in real time, reducing the turnaround time and errors. The key features of the automated underwriting system are:

*   Data analytics and machine learning algorithms for risk assessment
*   Integration with legacy systems
*   Real-time data analysis and decision-making
*   Reduction in turnaround time and errors

2\. **Data Management**: The technology provider also implemented a data management system that standardized and integrated data from various sources. The system provided a single source of truth for underwriting data, enabling the underwriting team to make more informed decisions. The key features of the data management system were:

*   Single source of truth for underwriting data
*   Informed decision-making for the underwriting team
*   Standardization and integration of data from various sources

![](https://agsft.com/wp-content/uploads/2023/04/modernizing-insurance-underwriting-Solution-min.png)

Solution
--------

[Agile Soft Systems](/) implemented a comprehensive solution that modernized the underwriting process of the client’s insurance company. The solution included an automated underwriting system, a data management system, and a compliance management system.

The automated underwriting system leveraged data analytics and machine learning algorithms to assess risk and underwrite policies. The system was integrated with the company's legacy systems and could analyze data in real time, reducing turnaround times and errors.

The data management system centralized underwriting information by standardizing and integrating data from multiple sources. The underwriting staff could make better-informed choices.

The compliance management system automated compliance checks and integrated compliance requirements into the underwriting process. This ensured that the company remained compliant with regulatory requirements while remaining efficient and customer-centric.

Outcome
-------

The implementation of the modernized underwriting process resulted in several positive outcomes for the client’s Insurance Company, including:

1.  Reduction in turnaround times and errors
2.  Improved efficiency and productivity
3.  Enhanced customer experience
4.  Reduction in compliance risks

![](https://agsft.com/wp-content/uploads/2023/04/modernizing-insurance-underwriting-outcome-min.png) ![modernizing insurance underwriting results-min](https://agsft.com/wp-content/uploads/2023/04/modernizing-insurance-underwriting-results-min.png)

Results
-------

After the implementation of the underwriting modernization process, the client achieved the following results:

1.  50% reduction in turnaround times
2.  60% reduction in errors
3.  70% improvement in efficiency and productivity
4.  80% enhancement in customer experience
5.  90% reduction in compliance risks

Value Added
-----------

The modernization of the underwriting in insurance provided the client with several value-added benefits, including:

1.  **Improved Decision Making**: The automated underwriting system provided the underwriting team with more accurate and reliable data for risk assessment, enabling them to make more informed decisions.
2.  **Enhanced Customer Experience**: The reduction in turnaround times and errors resulted in a faster and more efficient underwriting process, enhancing the overall customer experience.
3.  **Increased Revenue**: The modernized underwriting process enabled the client to underwrite policies more efficiently, resulting in increased revenue.
4.  **Reduced Compliance Risks**: The compliance management system reduced the compliance risks associated with manual compliance checks, ensuring that the company remained compliant with regulatory requirements.
5.  **Improved Competitive Advantage**: The modernization of the underwriting process provided the client with a competitive advantage, enabling it to differentiate itself from other insurance providers in the market.

![modernizing insurance underwriting value added-min](https://agsft.com/wp-content/uploads/2023/04/modernizing-insurance-underwriting-value-added-min.png)

Modernizing the Underwriting Module for A Leading Insurance Company

FIS min.png

Background:
-----------

A leading Auto insurance company in the USA faced challenges due to outdated workflows and slow manual processes. These inefficiencies were causing errors and customer dissatisfaction, hampering the company's growth and reputation. To address these issues, the company turned to Agile Soft Systems, a [custom software development company in USA](https://agsft.com/) specializing in robotic process automation (RPA).

Despite initial skepticism, the company implemented RPA, and the results were transformative. The RPA bots acted as a team of super-powered superheroes, performing tasks like data entry and validation faster than humanly possible. As a result, policies that once took several days to process were now completed in just a few hours. This success story highlights the importance of leveraging technology to improve business processes and enhance customer satisfaction.

Discovering the Cornerstones for System Enhancements
----------------------------------------------------

To address the challenges, the company engaged Agile Soft Systems to conduct a detailed analysis of its workflows. The analysis revealed that the workflows were not optimized for speed and efficiency. There were too many manual interventions, too many handoffs, and too many errors. The consulting firm recommended that the company streamline its workflows to eliminate bottlenecks, automate repetitive tasks, and increase speed and accuracy.

The Ingenious Solution
----------------------

We designed and implemented a customized workflow automation solution that was tailored to the non-standard auto insurance company's needs. The solution involved the use of advanced technologies such as robotic process automation (RPA) to automate repetitive tasks, reduce errors, and improve speed.

The RPA bots were programmed to perform tasks such as data entry, validation, and verification, freeing up the company's employees to focus on more complex tasks. The RPA bots were also designed to learn from the company's processes and improve over time, further enhancing efficiency.

*   **Policy application management system**: A web-based application that enables customers to submit policy applications online. The system featured an intuitive user interface and streamlined data entry, reducing the time required for application processing. The system also featured automated verification of customer data, ensuring accurate data entry and reducing errors.
*   **Underwriting management system**: A comprehensive underwriting management system that enables underwriters to review and approve policy applications faster. The system featured automated rules-based underwriting and document management, improving the efficiency of the underwriting process. The system also enabled underwriters to review customer data and make decisions based on risk analysis.
*   **Claims management system**: An end-to-end claims management system that streamlines the entire claims process. The system enabled customers to submit claims online and track their progress, improving customer satisfaction. The system also featured automated claims processing, reducing the time required for claims processing. The system enabled claims adjusters to review claims and make decisions based on data analysis and customer data.

Achievements and Outcomes
-------------------------

The implementation of the workflow automation solution had a significant impact on the company's operations. The solution helped the company to reduce manual intervention, improve accuracy, and increase speed. The turnaround time for policy issuance was reduced from several days to a few hours, resulting in improved customer satisfaction.

*   Policy application processing time was reduced by 50%, resulting in faster policy issuance.
*   Underwriting process efficiency improved by 80%, enabling underwriters to review and approve policy applications faster and more accurately.
*   Claim processing time was reduced by 30%, leading to faster claim settlements and higher customer satisfaction rates.
*   The accuracy of data entry improved with negligible errors and delays.
*   Timeliness of notifications to customers improved by 20%, resulting in higher customer satisfaction rates.

Value Proposition
-----------------

The implementation of the workflow automation solution had numerous benefits, including:

*   **Improved speed and accuracy**: The automation solution helped the company to reduce turnaround time for policy resulting in improved customer satisfaction.
*   **Reduced manual intervention**: The RPA bots were programmed to perform tasks such as data entry, validation, and verification, freeing up the company's employees to focus on more complex tasks.
*   **Increased productivity**: The company was able to process more policies with the same workforce, resulting in significant cost savings.
*   **Enhanced customer satisfaction**: The improved turnaround time for policy issuance and reduced errors and claims resulted in increased customer satisfaction.
*   **Cost savings**: The automation solution helped the company to reduce costs by processing more policies with the same workforce and reducing errors and claims.
*   **Reduced errors and claims**: The automation solution improved the accuracy of policy issuance, resulting in fewer errors and fewer claims.

Stakeholders Testimonial
------------------------

The CEO of a non-standard auto insurance company recently shared how implementing a workflow automation solution has positively impacted their business. Through the adoption of advanced technologies, the company has streamlined its operations, reduced costs, and enhanced customer satisfaction.

The client recommends Agile Soft Systems as a partner for businesses seeking to improve their workflows. By working with technology experts, companies can unlock the full potential of automation solutions and stay ahead of the curve in today's competitive business landscape. If your insurance company is facing similar challenges , contact an Agile Soft Systems expert today for a customized solution.

Enhancing profits through streamlined workflows: A success story of an auto insurance company

soluitions case study banner.png

Case Study at a Glance:
-----------------------

*   **Industry**: Insurance
*   **Company**: Under NDA
*   **Company Size**: 50-100 employees
*   **Site**: Under NDA

Background:
-----------

The auto insurance industry is fiercely competitive, with companies striving to distinguish themselves from their rivals. However, in such a crowded marketplace, it can be challenging to stand out from the crowd. A leading auto insurance company realized this and decided to enhance and streamline its business operations to stay ahead of the competition.

Agile Soft Systems specializes in implementing innovative solutions to enhance business operations. We implemented several automation solutions to streamline critical processes. Automating several processes, including claims processing and customer communication, allowed the company to reduce turnaround times and increase customer satisfaction.

Discovering the Cornerstones for System Enhancements
----------------------------------------------------

Agile Soft Systems conducted a thorough analysis of the company's existing business operations and identified several areas for improvement. Extensive research unveiled the company's systems as non-user-friendly, resulting in confusion and frustration for employees as well as customers.

Experts at Agile Soft Systems also identified several areas where automation could be implemented to streamline processes.

The Ingenious Solution
----------------------

We implemented several solutions to enhance and streamline the company's business operations. Our UX/UI experts used the following approach:

*   **UX Design**: Agile Soft Systems implemented a user-centric approach to redesign the website and user interface, making it more intuitive and user-friendly.
*   **Automation**: Agile Soft Systems implemented automation solutions to streamline several critical processes, including claims processing and customer communication.
*   **Web Development**: The website was developed using the latest web technologies to provide a seamless and optimized experience to the users.
*   **Data Analysis**: Agile Soft Systems conducted extensive data analysis to identify areas for improvement and areas where automation could be implemented.
*   **Cloud Computing**: The solutions implemented were hosted on the cloud to ensure flexibility, scalability, and reliability.

Value Proposition
-----------------

The implementation of UX design solutions enabled the company to enhance its business operations, streamline processes, and improve customer satisfaction. By redesigning the website and user interface and implementing automation, the company was able to offer several value propositions, including:

1.  **Improved User Experience** - The redesign of the website and user interface resulted in a more intuitive and user-friendly experience, making it easier for customers to navigate and use the company's services.
2.  **Increased Efficiency** - The implementation of automation enabled the company to streamline several processes, resulting in increased efficiency and reduced costs.
3.  **Improved Customer Satisfaction** - The enhanced user experience and increased efficiency resulted in improved customer satisfaction, leading to increased loyalty and retention.
4.  **Reduced Errors** - The automation of several processes led to a reduction in the number of errors made in claims processing. As a result, it increased efficiency and customer satisfaction.

Stakeholders Testimonial
------------------------

“The implementation of UX design solutions has had a significant impact on our business operations. The redesigned website and user interface have made it easier for customers to navigate and use our services, resulting in increased traffic and decreased bounce rates. The automation of several processes has also enabled us to streamline our operations and reduce costs and increased profitability. - CEO of the leading auto insurance company.

Agile Soft Systems offers a range of innovative solutions to enhance and streamline business operations for insurance companies. Our expert team conducts thorough analysis and identifies areas for improvement, implementing solutions such as UX design and automation to increase efficiency, reduce costs, and improve customer satisfaction.

Whether you're facing challenges with claims processing, customer communication, or website usability, we have the expertise and technology to help you succeed. Don't let a crowded marketplace hold you back - contact us today at [contact@agsft.com](mailto:contact@agsft.com) or +1(510) 679-6791 and let us help you stand out from the crowd.

Unleashing the Power of UX for a Non-Standard Auto Insurance Company

Case Study at a Glance:
-----------------------

*   **Industry**: Insurance
*   **Company**: Under NDA
*   **Company Size**: 11-50 employees
*   **Site**: Under NDA

Background:
-----------

Did you know that 82% of insurance customers are more likely to switch providers due to poor customer service?

For one leading financial services company, a flawed onboarding process was resulting in delays, errors, and a subpar customer experience. To remain competitive and retain customers, they turned to Agile Soft, a software development company, to revolutionize their onboarding process and improve customer satisfaction.

Agile Soft understood the unique needs of the financial services industry and conducted a thorough analysis of the company's existing onboarding process. The team discovered the pain points and improved the customer onboarding process & increased customer satisfaction.

Discovering the Cornerstones for System Enhancements
----------------------------------------------------

The team discovered that the manual data entry process was prone to errors and time-consuming, resulting in delays and poor data quality. The lack of automation also made it difficult to track the status of applications, leading to poor communication with customers. The team recognized that these issues needed to be addressed to improve the customer onboarding process and increase customer satisfaction.

Pain points discovered were:

*   Manual data entry is prone to errors and is time-consuming
*   Lack of automation resulting in poor communication with customers

The Ingenious Solution
----------------------

Agile Soft proposed a solution that involved automating the data entry process and introducing a digital dashboard for application tracking. The team developed a custom software solution that integrated with the company's existing systems and provided a user-friendly interface for data entry and application tracking.

*   **Custom software development** - Agile Soft developed a custom software solution that integrated with the company's existing systems, providing a tailored solution that addressed the specific pain points of the onboarding process.
*   **Automation tools** - The implementation of automation tools for data entry helped to reduce errors and improve data quality, resulting in faster processing times and a better customer experience.
*   **Digital dashboard** - The introduction of a digital dashboard for application tracking enabled better communication with customers and improved overall customer experience.
*   **User-friendly interface** - The software solution developed by Agile Soft provided a user-friendly interface for data entry and application tracking, making it easier for employees to use and reducing the likelihood of errors.
*   **Data analysis tools** - The data analysis tools used by Agile Soft helped to identify the key pain points in the company's existing onboarding process, enabling the team to develop a solution that addressed these pain points and improved the overall process.

Value Proposition
-----------------

The custom software solution developed by Agile Soft provided the financial services company with a competitive advantage in the market. The company was able to improve its customer onboarding process, resulting in increased customer satisfaction and improved brand reputation.

The solution was specifically designed to meet the company's unique needs, resulting in a tailored solution that addressed the specific pain points of the onboarding process.

1.  **Faster processing times**: The automation of data entry and the introduction of a digital dashboard resulted in a 50% reduction in processing times.
2.  **Reduced delays**: The new system resulted in a 60% reduction in delays, resulting in improved data quality and faster processing times.
3.  **Increased market share**: The custom software solution provided the company with a unique offering that differentiated it from its competitors, resulting in a 15% increase in market share.
4.  **Improved brand reputation**: The implementation of the new system resulted in a 40% improvement in the company's brand reputation. Their customers appreciated the improved onboarding process and the company's commitment to improving their experience.

Stakeholders Testimonial
------------------------

Agile Soft's custom software solution exceeded stakeholder expectations, resulting in improved customer onboarding, increased customer satisfaction, and improved brand reputation.

The CEO praised Agile Soft's professionalism and expertise, while the project manager highlighted the seamless collaboration between Agile Soft and the company's internal team.

With Agile Soft's expertise, your company can improve its customer onboarding process and increase customer satisfaction. Contact us today to learn more.

Enhancing Customer Onboarding Process: The Impact of Agile Soft on a Financial Services Company

Background:
-----------

A leading insurance company in the USA with a growing customer base constantly demanding policy verification. But the process is so time-consuming and resource-intensive that it's like squeezing a hippo into a Mini Cooper!

What's a C-level executive to do? Outsource policy verification, of course! And that's exactly what the savvy folks at the client did. They partnered with Agile Soft Systems, a top provider of policy verification services, and never looked back.

The results were nothing short of amazing. With the policy verification process taken care of by experts, the client could focus on its core business and free up valuable resources. No more trying to cram that hippo into the Mini Cooper! And with advanced technology and tools, the risk of errors and fraud greatly reduced.

The client was ecstatic. Implementing the new policy verification process has been a game-changer for our company. We've been able to save resources and focus on our core business while improving the accuracy and efficiency of our policy verification process. And the collaboration with Agile Soft Systems has been nothing short of magical!

So if you're facing a similar dilemma, don't hesitate to outsource policy verification. It's like having a team of superheroes swoop in and save the day!

Discovering the Cornerstones for System Enhancements
----------------------------------------------------

The client realized it needed a partner to provide accurate and efficient policy verification services.. The cornerstones for system enhancements were accuracy, speed, efficiency, and fraud detection. These factors were critical in ensuring that the policy verification process is streamlined and effective.

The Ingenious Solution
----------------------

When the client, an insurance company, decided to outsource its policy verification process, it turned to Agile Soft Systems for help. Agile Soft Systems is a leading policy verification service provider that uses advanced technology and tools to ensure accurate and efficient policy verification.

The client and Agile Soft Systems integrated their respective systems to implement the solution. This involved training the provider's team on the company's policies and procedures and providing access to relevant systems and databases.

*   Agile Soft Systems used a bunch of tools and technologies to streamline the policy verification process. For instance, the company used automation tools to speed up the verification process and reduce the risk of errors.
*   The company also used machine learning algorithms to detect and prevent fraud. This helped to minimize the risk of financial losses for the insurance company.
*   In addition, Agile Soft Systems use cloud-based technologies to store and manage data related to policy verification. This allowed the company to access the necessary data quickly and easily without worrying about storage capacity or data security.

The collaboration between the client and Agile Soft Systems was successful due to the advanced technologies and tools. The automation, machine learning algorithms, and cloud-based technologies helped streamline the policy verification process and minimize the risk of errors and fraud.

Achievements and Outcomes
-------------------------

Implementing the new policy verification process brought significant benefits for the client. The following are the outcomes:

*   The company was able to save resources and focus on its core business while benefiting from the provider's expertise, technology, and tools.
*   The outsourcing of policy verification led to an increase in accuracy and efficiency, as well as a reduction in errors and fraud.
*   The new system also enabled the company to handle a higher volume of policy verification requests, which helped to improve overall customer satisfaction.

Value Proposition
-----------------

The value proposition of outsourcing policy verification was clear for the client. By entrusting this task to a third-party provider, the company could focus on its core business and allocate resources to more pressing matters.

*   By outsourcing policy verification, the client could save 20% of its resources previously dedicated to this process.
*   Implementing the new policy verification process led to a 35% increase in accuracy, which helped reduce errors and minimize the risk of fraud.
*   The new system enabled the company to handle a 50% higher volume of policy verification requests, which improved overall customer satisfaction.
*   The collaboration with Agile Soft Systems resulted in a 25% reduction in the time it took to complete policy verification, freeing up valuable resources for other tasks.
*   The new policy verification process led to a 40% reduction in the number of policy verification-related complaints from customers.

These stats demonstrate the clear value proposition of outsourcing policy verification for the client. By partnering with a third-party provider, the company was able to save resources, improve accuracy and efficiency, and ultimately improve customer satisfaction.

### Benefits of Implementation

The benefits of implementing the new policy verification process were significant for the client. The company was able to save time and resources, which allowed it to focus on its core business. The new system also increased accuracy and efficiency, which helped reduce errors and minimize the risk of fraud. Additionally, the new system enabled the company to handle a higher volume of policy verification requests, which improved overall customer satisfaction.

### Stakeholders Testimonial

_According to the CEO of the Insurance Company, The implementation of the new policy verification process has been a game-changer for our company. We have been able to save resources and focus on our core business while improving the accuracy and efficiency of our policy verification process. The collaboration with Agile Soft Systems has been seamless, and we are delighted with the results._

_Outsourcing policy verification was an intelligent move for clients. By partnering with [Agile Soft Systems](https://agsft.com/), the company benefited from the provider's expertise, technology, and tools, which helped streamline the verification process and reduce errors and fraud. Implementing the new system has led to significant benefits for the company, including cost savings, improved accuracy and efficiency, and improved customer satisfaction._

Streamlining Policy Verification: How an Insurance Company Optimized Resources and Prioritized Core Operations

Case Study at a Glance:
-----------------------

*   **Industry**: Insurance
*   **Company**: Under NDA
*   **Company Size**: 500+ employees
*   **Site**: Under NDA

Background:
-----------

The insurance sector operates within a framework of extensive regulations, necessitating insurance companies to diligently disclose their financial and claims data to state regulators. However, collecting and reporting this data can be a cumbersome and time-consuming process for insurance companies, particularly those with large volumes of data. One of our clients, who was a leading Insurance company in the USA was dealing with the same issue and looking for an automated solution. They partnered with Agile Soft Systems in search of customized and automated solutions. Our experts analyzed their problems and developed an automated system for them to make the process hassle-free.

Key Product Parameters for System Improvements
----------------------------------------------

To address the challenges faced by the insurance company, the following key product parameters were identified:

1.  **Automated data collection**: The system should automatically collect data from various sources within the company.
2.  **Data validation**: The system should validate the collected data to ensure accuracy and completeness.
3.  **Simplified data mapping**: The system should simplify the process of mapping data to the required format for submission to state regulators.
4.  **Robust security**: The system should have robust security features to ensure the confidentiality and integrity of data.
5.  **User-friendly interface**: The system should have a user-friendly interface to enable easy navigation and data upload.

Solution Provided
-----------------

To address these product parameters, an in-house application was developed to automate the process of uploading insurance data to state regulators. The application used cutting-edge technologies, including:

1.  **Artificial intelligence**: The system used natural language processing algorithms to automate data collection and validation.
2.  **Cloud computing**: The system was hosted on a cloud-based platform for scalability and accessibility.
3.  **Blockchain technology**: The system used blockchain technology for secure data transfer and storage.

The natural language processing algorithms were used to automatically collect and validate data from various sources within the company, while the cloud-based platform provided scalability and accessibility. Blockchain technology ensured the confidentiality and integrity of data, providing robust security features.

Outcome
-------

The implementation of the in-house application resulted in the following improvements:

1.  75% reduction in data upload time.
2.  90% reduction in data submission errors.
3.  100% compliance with state regulations.
4.  25% reduction in costs associated with data submission.

Value Added
-----------

The in-house application for uploading insurance data to state regulators added significant value to the insurance company, including:

1.  **Cost savings**: The new system reduced the time and resources required to upload data, resulting in cost savings for the company.
2.  **Improved compliance**: The new system ensured timely and accurate data submission, resulting in improved compliance with state regulations.
3.  **Competitive advantage**: The streamlined process for uploading data gave the company a competitive advantage in the market.

### Stakeholder Testimonials

_The natural language processing algorithms used in the new system have significantly reduced the time required for data upload, resulting in cost savings for the company. - **Chief Financial Officer**_

_The use of blockchain technology has provided robust security features and ensured the confidentiality and integrity of data, which has improved our compliance with state regulations. - **Compliance Analyst**_

_The user-friendly interface and the cloud-based platform have made the data upload process easy and accessible from anywhere, which has increased our efficiency and productivity. - **State Regulator**_

### Discussion of Implementation Challenges

The implementation of the in-house application for uploading insurance data to state regulators faced several challenges, including:

1.  **Data quality**: Ensuring the quality of data was a major challenge, as the system had to collect data from various sources within the company and the data had to be validated to ensure accuracy and completeness. The development team worked closely with the data analysts to develop natural language processing algorithms that would automatically validate the data and alert the users if any discrepancies were found.
2.  **Integration with existing systems**: The new system had to be integrated with the company's existing systems, which required extensive testing and development. The development team worked closely with the IT department to ensure that the new system was seamlessly integrated with the existing systems.
3.  **Training**: The company had to provide training to employees to ensure that they were able to use the new system effectively. The development team provided comprehensive training to the users, which helped them to quickly adapt to the new system.

Revolutionize your data submission process and gain a competitive edge with Agile Soft Systems' innovative in-house application. Our cutting-edge technologies, including natural language processing algorithms, cloud computing, and blockchain, have already resulted in significant improvements in efficiency, data quality, and security for insurance companies. Don't just take our word for it - hear from our diverse group of satisfied stakeholders. Despite implementation challenges, our solution has set a new standard for data submission in the industry.

If your business is facing similar issues, [Agile Soft Systems](/) can help you streamline your back-office processes and achieve your goals. Partner with us today or call us at 1(510) 679-6791 and experience the transformative power of custom app development!

In-House Application for Uploading Insurance Data to State Regulators

Case Study at a Glance:
-----------------------

*   **Industry**: Insurance
*   **Company**: Under NDA
*   **Company Size**: 20+ employees
*   **Site**: Under NDA

Background:
-----------

Once upon a time, Non-Standard Auto Insurance Company was swamped with customer inquiries. It was like a never-ending parade of emails and queries, and they couldn't keep up with the volume! It was like a game of whack-a-mole but with customer questions instead of moles.

That's where Agile Soft Systems came to the rescue!

With our superhero-like powers of streamlining communication channels and leveraging automation and technology, We helped Non-Standard Auto Insurance Company conquer its challenges and provide exceptional customer service. It was like a smooth ride on a newly-paved highway - easy and stress-free! And that's how we helped our client to be a champion in the auto insurance world!

Discovering the Cornerstones for System Enhancements
----------------------------------------------------

Agile Soft Systems embarked on a thorough examination of Non-Standard Auto Insurance Company's existing back-office processes and customer expectations. They identified the following essential parameters for system improvements:

1.  Efficient segregation of emails based on customer inquiries
2.  Automated email routing to relevant departments
3.  Expedited response time to customer queries
4.  Precise and prompt responses to customer inquiries
5.  Reduced workload for customer service representatives

The Ingenious Solution
----------------------

Agile Soft Systems designed a groundbreaking back-office process that involved creating unique email IDs for each department and establishing filters to direct emails to the respective department according to email content. The back-office team oversaw email monitoring, segregation, and forwarding.

The solution incorporated a blend of cutting-edge technologies, including machine learning algorithms, natural language processing, and automation tools. These technologies facilitated the effective classification and routing of emails, leading to reduced response time and a lighter workload for customer service representatives:

**Machine Learning**: Algorithms Machine learning algorithms were employed to scrutinize email content and categorize them based on customer inquiries. The algorithms were trained on the company's data to identify various email types and accurately classify them. Once categorized, emails were automatically directed to the appropriate department.

**Natural Language Processing**: Natural language processing (NLP) played a pivotal role in interpreting email content and comprehending customer inquiries. NLP techniques analyzed the tone, identified keywords, and extracted relevant information from emails, enabling accurate and rapid responses to customer queries.

**Automation Tools**: Automation tools streamlined the email segregation and routing process. Configured to read email content, identify the corresponding department, and route it accordingly, these tools alleviated the workload of customer service representatives and accelerated response times.

Achievements and Outcomes
-------------------------

The implementation of this revolutionary back-office process yielded numerous benefits for Non-Standard Auto Insurance Company, such as:

1.  50% reduction in response times
2.  20% increase in customer retention rates.
3.  Alleviated workload for customer service representatives
4.  Higher customer retention rates
5.  Boosted company reputation in the market

Value Proposition
-----------------

Agile Soft Systems' back-office process offered Non-Standard Auto Insurance Company several value-added advantages:

1.  **Scalability**: The adaptable and scalable process can easily manage a growing volume of emails.
2.  **Improved Accuracy**: Precise email categorization and routing to relevant departments.
3.  **Cost Savings**: Reduced workload for customer service representatives, resulting in cost savings.
4.  **Competitive Edge**: Strengthened customer service and market reputation, providing a competitive advantage.

The back-office process also improved the company's internal operations, compliance with regulatory requirements, and customer engagement. Ultimately, this innovative solution fortified Non-Standard Auto Insurance Company's reputation and customer trust, leading to increased revenue and growth.

### Benefits of Implementation: A Game-Changer for Non-Standard Auto Insurance Company

In addition to the achievements and outcomes previously mentioned, the implementation of Agile Soft Systems' back-office process brought forth several noteworthy benefits that significantly improved Non-Standard Auto Insurance Company's operations and customer experience.

1.  **Seamless Integration**: The back-office process was designed to integrate smoothly with the company's existing systems and processes, ensuring minimal disruption to daily operations.
2.  **Real-time Analytics**: With the new system in place, the company gained access to real-time analytics and reporting, allowing them to track email volume, response times, and customer satisfaction metrics. This data-driven approach enabled the company to make informed decisions and adjustments as needed.
3.  **Enhanced Employee Productivity**: By automating email segregation and routing, customer service representatives could focus on more critical tasks, such as handling complex customer issues, leading to increased productivity and job satisfaction.
4.  **Continuous Improvement**: The machine learning algorithms and natural language processing techniques continuously learned and adapted to the changing nature of customer queries, ensuring consistent improvement in email categorization and response quality.
5.  **Customization**: Agile Soft Systems' solution was tailored to meet the unique needs and challenges faced by Non-Standard Auto Insurance Company, ensuring that the implemented process aligned with their specific business objectives and requirements.

If your organization faces similar challenges in handling large volumes of customer emails and delivering timely responses, Agile Soft Systems is here to help. Our team can develop a scalable and adaptable back-office process to elevate customer satisfaction and retention rates.  
Along with that we have 10+ years of extensive experience in various industries and technologies.

Get in touch with us now at [contact@agsft.com](mailto:contact@agsft.com) or [+1(510) 679-6791](tel:+1 (510) 679-6791) to revolutionize your customer experience.

Reinventing Customer Experience: The Success Story of an Auto Insurance Company

Case Study at a Glance:
-----------------------

*   **Industry**: Publication
*   **Company**: Under NDA
*   **Company Size**: 100+ employees
*   **Site**: Under NDA

Background
----------

The client, a major player in the Publication industry, had requested improvements to their existing platform to enhance the customer experience. As part of this effort, the client needed standardization for the QA process with the technology they were using. The client also required that the QA effort be completed within the scheduled overall project development plan. Additionally, the client needed unique improvements and support for additional types of reference citation styles, improvements in different development methodologies before the formal sign-off, and improvements to the existing QA system by automated monitoring jobs. 

![](https://agsft.com/wp-content/uploads/2023/04/The-Ask-min.png)

The Ask
-------

The client requested a deft team that could write and execute test cases and consult the client on areas that needed more focus. They needed additional QA resources to manage a large test effort for major product enhancements. The client required a point, laser-focused QA process, technical support, and testing environments that could make it possible for the client to focus on their development efforts.

Key Parameters for System Improvements
--------------------------------------

Agile Soft Systems, the chosen technology partner , was tasked with implementing the following system improvements:

*   Major standardization for the QA process with referred technology
*   Strict adherence to the scheduled overall project development plan
*   Unique improvements and support for additional types of reference citation styles
*   Improvements in different development methodologies before formal signoff
*   Improvements to the existing QA system by automated monitoring jobs

![](https://agsft.com/wp-content/uploads/2023/04/Key-Parameters-for-System-Improvements-min.png) ![Our Solution-min](https://agsft.com/wp-content/uploads/2023/04/Our-Solution-min.png)

Our Solution
------------

Our Solution Agile Soft Systems provided an experienced QA Project Manager coupled with a QA test team of highly skilled Quality Engineers that were ready to begin testing immediately. The testing scope was strategically limited for some modules. These modules had features and notifications that had default settings and site-specific configuration options. The QA team customized the configuration options where different individuals received notifications. Verification was done for all the notifications sent as a result of different testing modules.

*   Provided an experienced QA Project Manager coupled with a QA test team of highly skilled Quality Engineers that were ready to begin testing immediately.
*   Strategically limited testing scope for some modules.
*   Customized configuration options for different individuals that received notifications.
*   Verified all notifications sent as a result of different testing modules

Implementation
--------------

Agile Soft Systems fielded a qualified, capable QA Engineering staff on short order. The AGS QA team was well versed in the Agile operational concepts of quick, short-term turnaround without disturbing long-term system stability. The AGS QA team mastered the Agile (Scrum) methodology. The design template incorporated improvements to publication menus, footer, branding zones, and other links. These improvements to the framework needed new development and detailed testing.

*   Fielded a qualified, capable QA Engineering staff on short order
*   Mastery of Agile (Scrum) methodology
*   Incorporated improvements to publication menus, footer, branding zones, and other links
*   Framework improvements needed new development and detailed testing

![](https://agsft.com/wp-content/uploads/2023/04/Implementation-min.png) ![result-min](https://agsft.com/wp-content/uploads/2023/04/result-min.png)

Results
-------

The development had better control over the system as the QA team provided a high level of partnership to identify defects and pitfalls. Notification helped track end-user engagement, providing key insight to the business unit. Testing by module (creation/control) monitors provided scale in building/management. Support for module notifications was verified using new testing methodologies.Agile Soft Systems successfully delivered a comprehensive solution that met the client's requirements for system improvements. The solution not only improved the customer experience but also gave the client better control over their system, leading to increased efficiency and productivity.

From Manual to Automated: How IntelliMatch Helped a Leading Investment Bank Improve Efficiency and Accuracy

WEB DEVELOPMENT min.jpg

##### Challenge

The client was facing issues because of their old manual monitoring system that was not scalable. There was no support for crashing, due to the system being very slow.

##### Client Overview

The client was a California-based publication house that provides the publishers high-level flexibility to publish their journals for their audience.

##### Solution

At [AgileSoft](https://agsft.com/), we provided a solution with an architecture having an n-tier system with three different applications to ease communication through the Spring Boot Framework, providing the necessary infrastructure.

##### Benefits

The client saves huge hardware costs, and the new technology reduces the overall development time. This results in enhanced productivity and ROI.

Project Overview
----------------

### Challenges They were Facing!

The client system was designed to integrate easily with lower administrative costs and reduce the time from submission to publication. The existing system was developed using old stacks of technologies that were not scalable. Also, the system required regular human interventions in manually monitoring the system for breakdown. The whole production infrastructure required a large number of dedicated servers (Solaris) and Databases(Sybase). The technology used for the development of workflow was outdated, and there was no more support for those technologies.

### What We Deliver!

With the client we decided to architect an n-tier system with three application layers that communicate through the Spring Boot Framework, providing the necessary infrastructure. Using MySQL database to ultimately store the data.

*   The first layer is the Front End Layer made up of three web applications, developed using Java™ technologies. There is an Administration Tool, which is independent of the other two applications. These applications use the Inversion of Control (IoC) offered by the Spring Framework to access the Business API. The Spring Framework is a complete lightweight container, providing centralized, automated configuration and wiring of your application objects. The container is non-invasive and capable of assembling a complex system from a set of loosely-coupled components (POJOs) consistently and transparently. The container brings agility and leverage and improves application test ability and scalability by allowing software components to be first developed and tested in isolation, then scaled up for deployment in any environment.
*   The second layer is the Business API, in charge of: processing the system’s logic: accessing the data, processing it, and passing it to the applications.
*   The third layer is the Domain Model, responsible for handling the data, and representing the data in an object-oriented form. Underlying the layers of the supporting infrastructure are the databases in MySQL technology.

### Outcome

*   With the new architecture, huge savings on hardware cost
*   Migration to newer technology reduces the overall development time
*   Licensing fees for Solaris and Sybase cut down to zero
*   With cache, the overall user experience improved, and web site became responsive
*   Build the mobile app with new REST APIs

CASE STUDIES