H Jarvis Web Based Support Software and Customer Portal
Prior to Xyroh, Andy was the founder of dotUK (A software development firm based out of Yarm and Stockton on Tees here in the North East), again specialising as a developer in mobile apps, web applications and desktop software for a number of business clients – this is one of those portfolio case studies
Summary
H Jarvis, a North East and Marske based Quality Windows and Doors manufacturer head a need to improve upon existing quality control and customer support processes, increase efficiencies in service engineer response, and to allow end users to self service their own support cases
Technical
Client H Jarvis – North East based window fabricator
Platforms Web, Web Services, Outlook Calendar Sync
Technologies PHP, CSS, JQuery, Javascript, MySQL, REST API, iCal / Webcal, JSON
Development Web Development, Web Services Integration
Case Study
H Jarvis are a multi site company with bases of operation in Marske (North East England) and Blantyre (Scotland), and had an existing interconnected IT infrastructure linking the two sites. With that in mind it made sense to build a Web Based Software Solution, in this case utilising dotUK’s own bespoke web services framework.
This framework, built for purpose, is built upon a PHP, MySQL REST based API framework that allows seamless, consistent, and secure data exchange from the hosted API hub and the end client’s browser. Again utilising PHP and JQuery in the web client we were able to offer an improved experience to the end user, without the traditional stop, start, or click and wait frustrations of traditional web software. Functionality wise have built a central support system for all sites which registers and manages all currently active customer support cases, with SLA support and comprehensive management reporting. In addition to case reporting the system also offers manufacturing build orders for remedial work and iCal calendar synchronisation with Outlook.
Fitter appointments are booked by the agents on an informed intelligence basis to minimise unwanted travel time by allocating cases to geographic zones and forward looking appointments to ensure that fitters are booked in when next in the appropriate locale. This appointment picking process also includes real time estimates of travel time so the most informed appointment booking decision can be made.
End use wise the system also includes a web based portal for key clients to view and manage their support cases, including any updates, notes or case changes. This allows end users real time access to updates when they need it, yet at the same time freeing Agent staff from fielding update enquires directly .
The solution is built upon dotUK’s managed web services platform hosted in the North East which allows for scalable database clustering, high availability, and includes 24/7 monitoring and management, and full data backups to an offsite datacentre