Enterprise Application Modernization
The Client. A leading global service delivery firm in Canada needed to update its technology by consolidating and redesigning 57 outdated systems to enhance the experience for their customers and service agents. The Issue. Before partnering with us, they had been collaborating with a government department that relied on an outdated transaction system filled with numerous complex business rules that were challenging to modify. The unintuitive user interface also necessitated extensive training for end-users. Without a straightforward, efficient workflow-based system, the process was lengthy, prone to mistakes, and fragmented. The Approach. The primary aim of the project was to enhance user care, minimize training time for new employees, and incorporate disaster recovery and resilience into the new solution. To achieve these goals, we designed and developed a solution that was both effective and user-friendly. Given the wide range of applications and code needed, governance logic was put in place to ensure the integrity of the solution. To best address our client’s requirements, we adopted an agile approach internally while employing a waterfall method for project delivery—this included daily stand-up meetings, scrum teams, and user research conducted with customer service agents. The Outcome. We created a new website, kiosk application, mobile app, and an integrated system for booking and managing services and appointments, connecting all in-house systems. This solution accommodates over 500,000 users annually across more than 90 public service locations and reduced the number of platforms from 57 to just six.