5 Min.

Breathing New Life Into an Ageing After-Sales System

HIGHLIGHTS

_ Acrontum has more than a decade of experience working within the automotive after-sales industry and manufacturers' complex data structures.

_  The core project alone involved the inputs of nearly a dozen teams and departments across four organisations.

_ The priority of the project was creating a clear vision of the goals, especially considering the broad scope of the original system.

 

What happens when technology designed to save time and money starts doing the opposite? When systems become outdated, they become less and less practical for use. One German automaker faced this dilemma with their after-sales system. Their after-sales system contained information housed in multiple different silos, caused by adding multiple different software systems independently over the course of a decade. While their after-sales portal created access to all of the various systems (and the data within), it created a difficult experience for the end user. 

 

BACKGROUND

A major German automaker approached Acrontum for assistance with their web-based after-sales system. Third-party workshops use this system to access information required for vehicle maintenance and servicing, e.g., parts, vehicle model data, and service schedules.

However, over time, the 12-year-old system became a convoluted hub linking several independent tools instead of one cohesive application. As a result, service centres needed to look for parts in different systems and place manual orders for each item required. The user experience was far from ideal, and it was difficult for the automaker to gather any real insight into its user and parts sales information. 

Fortunately, Acrontum has more than a decade of experience working within the automotive after-sales industry and manufacturers' complex data structures, including developing solutions and support related to connected vehicles. In short, Acrontum was the ideal software partner to redevelop the after-sales platform for the client. 

GOALS

Acrontum immediately began producing a working replacement of the core systems while improving the user experience and working towards ultimately unifying the disparate systems. Acrontum was contracted to deliver the final project over a period of five years. However, the client required a working replacement of the core functionality in less than 12 months. 

The goals of the project include: 

●    To develop an improved user interface as well as a renewed backend infrastructure (using a microservice architecture based on a modern tech stack)
●    To provide a unified view of the vehicle and technical data to simplify the system for the end user.
●    To update the integration with the associated parts marketplace to simplify the order process for dealers. 
●    To provide an improved overview of user and parts sales information, enabling the marketing team to access customer insights and take advantage of new opportunities. 

CHALLENGES

A system powered by a complex, multinational organisation with numerous stakeholders requires significant coordination effort. The core project alone involved the inputs of nearly a dozen teams and departments across four organisations. 

Due to the elaborate nature of the organisational structure, information within the manufacturer itself is owned and managed by different administrative units and departments with their own requirements. 

Security and data privacy considerations are crucial. Information related to individual vehicles had to comply with GDPR guidelines and required opt-in from the vehicle owner to protect their personal information. 
Mapping the needs of the end-user was equally complex. The system serves users across the globe with different use cases and interests, including dealerships, government agencies, training facilities, second and third-level support, and others. 

In addition, Acrontum needed to support AOS 1.0 in parallel while migrating to the same environment that would host the new application. 

STRATEGY

The initial priority of the project was creating a clear vision of the goals, especially considering the broad scope of the original system. Following extensive workshops with the client and various stakeholders, as well as in-depth user surveys, Acrontum developed the first series of concepts, followed by the prototype. The click dummy prototype (built within the first 30 days) tested ideas with end users and presented the concept and vision to the organisational stakeholders. 

After the initial concept, Acrontum developed an MVP of the application focusing on the core functionality and unified view of vehicle information. This view was the most significant change and the largest initial risk. 

The rollout of additional features followed in a modular way. A pilot release covered all core functionality (while relying on existing services for some features). Legacy functionality was replaced, module by module, to introduce immediate benefits and test new features with actual users. The approach enabled a staggered rollout of feature releases over five years. 

RESULT

The initial conceptual design and click dummy were well received and steered important scoping and prioritisation projects early in the process. This legwork soon paid dividends as the showcase version received overwhelmingly positive feedback from end users. Further feedback steered additional development and priorities. 

Adding multiple engineering and infrastructure teams to the delivery team increased the scope and maintained the velocity of a smaller group. Acrontum's agile approach enabled the teams to interact with a broader range of client stakeholders at velocity. 

The pilot version of the system will be delivered within one year, offering core functionality across several critical use cases. Essential features of the initial release include the unified view of vehicle information and the innovative parts ordering functionality. Use cases are delivered incrementally to receive early feedback and develop a genuinely user-centric and practical application. An "early access plan" will be rolled out to test new modules with a core group of users. 

Security remains a priority. Acrontum set a goal to go live with 85% in AWS Security Manager, indicating that all significant security measures are in place. The hardening efforts of the infrastructure team resulted in the current score of 90%. 

Performance and penetration testing will ensure the addition of an extra layer of security in the early phases. 

CONCLUSION

Acrontum improved data visibility and the ordering experience of the end user within a few short months of launching the system redesign. By remaining agile and in close communication with client stakeholders and end users, a system is unfolding that can deliver powerful insights and practical solutions to a large global user base.