Case Study

A global wheel company embraces digital transformation

The Wheelman goes digital to become a leading customer-oriented and agile wheel repair company in Australia.

Challenge

The Wheelman is the fastest-growing wheel repair company in Australia, operating in Sydney, Melbourne, Adelaide, Brisbane, Gold Coast, Canberra and other major cities repairing over a million wheels each year. However, the current set of tools and processes were inadequate to support growth and were resulting in operational inefficiencies and huge overheads.

The client understood that in order to retain its leadership, it needed a complete digital transformation including a new set of robust and scalable processes and a transformed technology architecture. The realignment of operational and customer-oriented processes were the two pre-requisites to maintain positive business growth.

The Solution

Innovantes’ team made a detailed assessment of the business requirements and examined various options before arriving at the new technology architecture and processes.

Mobile applications were developed for the client’s prospects and customers, sales executives and the on-field repair teams. A custom CRM was developed and integrated into the finance and accounts systems, which provided the management end to end visibility into the company’s operational and financial performance, and helped them better anticipate the business needs. New process workflows were designed keeping in mind customer needs, ease of use, adaptability and industry best practices. The new workflows included developing a complex booking algorithm to suggest the best available time slots to book in order based on a custom-built zoning logic. The logic required complex calculations based on inputs from multiple external systems to ensure optimum utilization of the organization's resources.

Mobile Apps

iOS and Android mobile apps were developed for the customers, sales teams and technicians to digitize the entire order journey from order placement, fulfillment, invoicing and payments integrating into the accounting and finance systems.

CRM

The CRM application integrated data from various systems for monitoring and analyzing performance, unifying the company’s processes. It helped the client identify and prioritize strategies to improve business performance.

Optimized processes and workflows

Innovantes worked with the client to redesign new workflows and processes resulting in improved productivity and transparency across the business.

The Impact

A digitally transformed, agile organization.

40%

Improvement in employee productivity

50%

Improvement in order processing by the backend teams

25%

Increase in repeat bookings by existing customers

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