Providing world class product support to a leading fleet management company in Europe

Assetminder is a cloud-based fleet maintenance and workshop management system that was awarded the prestigious Innovation Award at the recent 2017 Fleet Transport awards in Dublin. It was built ground up into a comprehensive platform. The previous version of the Assetminder application, known as Fleetminder, was designed and developed as a client-server application.

The Fleetminder application has been adopted by enterprises across Ireland for fleet maintenance and workshop management. The support services for this application was initially carried out within the company.

The Challenge

Upon the successful launch of the application, Assetminder gathered traction and numerous enterprises signed up to obtain the service. Furthermore, majority of the existing Fleetminder clients migrated to Assetminder to reap benefits of the cloud-based application with upgraded features.

To cope up with the traction received and to ensure a smooth transition, Assetminder Limited (owners of Assetminder and Fleetminder) required a strong team with the right expertise to provide support services for their clients.

How Auxenta Helped


  • A highly skilled offshore team with technical capabilities was deployed to gain domain expertise in 6 weeks
  • We provide 1st and 2nd level support to the Assetminder application and strengthen the Fleetminder team by providing 1st level support to their clients
  • The team works to Irish business hours and communicates directly with the end users of the Assetminder and Fleetminder applications

The Solution

Figure 1 : The Solution Architecture

Support queries are raised through the following methods by the end users

  • Chat app embedded in the application – the end user will raise a query from the chat app. This raises a ticket on the helpdesk application and an email notification is sent to the support service members
  • By raising a ticket on the Help Desk application – the end user will directly raise a ticket on the helpdesk application stating the issue they are facing
  • Directly calling the help desk through the support hot line – The end user will make a call to the hot line which connects the user directly with a help desk support staff

The level 1 support engineer analyzes the query raised to understand if the query could be resolved by him/herself. This would involve the support engineer checking the list of FAQ’s or making required database updates.

If the query raised by the end user can be resolved by the level 1 support team, the issue will be resolved and communicated to the user through the channel used to contact the help desk. If further information is needed, the support staff will make a direct call to the end user and guide them through the process to fix the issue.

If the issue cannot be solved by the level 1 support staff (fixes that will need to be made at the code level) the issue will be escalated to level 2 support. In the meantime, level 1 support staff will maintain the communication link with the end user to get any further information regarding the issue or to update the user of the progress on the issue.

The level 2 support staff will fix the issue based on the agreed SLAs depending on severity. In situations where a production environment update is required, a new software build will be pushed during the early hours of the day in Ireland to minimize interference to live operations.

The following SLAs have been agreed with the client to provide the most optimal support to the end users

BENEFITS TO CLIENT


  • Identifying issues promptly – The team possess domain and technical knowledge for the Assetminder application
  • High return on investment in running the support arm offshore
  • Faster response time – Extra time to leverage to fix issues due to the time difference onsite and offshore
  • No downtime required to update production environment – If production needs to be updated with issue fixes, it is done during the non-business hours of the client
  • Multi-channel reach to the help desk – End users can use one of the 3 methods (embedded chat app, help desk ticket app or hot line) to raise an issue

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PHONE
+1 919-943-6974 (USA)
+94112 337 516 (SL)
ADDRESS
130E, San Fernando Street,
#514 San Jose, CA 95112, USA

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