Updating the software which led to a 45% increase in customers willing to make purchases on the website
Challenge: Stalexport wanted to modernise their software that was used by 30,000 customers on about 50,000 devices and to integrate it with multiple external and internal systems.
Approach: A workshop to turn a tech specification into an idea for the solution. We tackled multiple challenges, e.g., complex data migration, integration of systems, development of new functionalities, and handling incoming data.
Result: An app for customer service and a web customer portal, which brought a 45% increase in clients buying via the website. We ensured security by preparing an action and risk management plan and employee training. We developed new functionalities, ensuring Stalexport’s business continuity.
Services we used:
Table of Contents
About the client
The mission of Stalexport is to provide professional services and to contribute to the improvement of the road infrastructure quality in Poland.
At present the operations of the company and entities comprising its Capital Group focus primarily on activities related to motorways. Additionally, it provides services like leasing office space and parking places.
Modernising existing software
Stalexport was looking for an IT partner to modernise their existing software that was integrated with accounting department’s system. The client’s old solution was also integrated with the Italian toll collection system handling gates (opening the barrier, reporting incidents). This integration was the most challenging part of the project and had to be delivered in close collaboration with Stalexport and the Italian supplier.
The process of selecting Future Processing as a solution provider took some time. We showed our expertise, suggested Technical Expertise solutions at the presale, and proved we understand Stalexport’s needs.
Future Processing has helped us hit our main goal of moving from a traditional to an automated payment system. Our previous system has only enticed about 50% of our clientele to purchase from our website, but that rate has skyrocketed to almost 95% through our new payment portal. Apart from giving us lucrative options, it also helps us cut down on expenditure, which is especially beneficial now that we’re going through a global pandemic.
Analysis and design services
Stalexport came to us with the specification prepared by another supplier. We decided to start our collaboration with a two-day workshop to turn this specification into an idea for the solution.
The workshop was attended by various stakeholders from the client’s side – a product owner, a project manager, accounting representatives, customer service assistants, a member of the marketing team and the Future Processing’s development team that was to work on the project. Thanks to that the engaged developers and a quality assurance engineer knew the business context of the system.
We cooperated very closely when working on the project, the client trusted us and was open to discussions both in terms of technical and usability aspects. The business analyst, tech lead and UX designer were in close contact with the product owner with whom we had weekly interviews.
The implementation took place shortly after the pandemic started and Stalexport had to close the customer service points that were supposed to use the system, the solution had to be adapted to the new situation and ran 100% online.
The client trusted us in terms of selecting technologies and tools to be used in the project. The only requirements were related to the cloud and integration with external systems like the toll collection system, BlueMedia payment gateway, accounting system, Central Statistical Office, Polish Post.
Specialists in the project
The engaged team consisted of a business analyst, UX designer and up to thirteen developers working together with Stalexport’s IT specialists. To deliver the highest quality we engaged security specialists in the initial workshops and ran a security audit of the old system.
We also consulted the idea of the solution with a GDPR specialist.
Replacing the existing solution
The new system was to replace the existing solution, which was used by over 30,000 private users and companies with about 50,000 devices. It took several months to work out the data format and its consistency. Finally, all the data was successfully migrated with guaranteed business continuity and no loose of information.
Two applications were created – an internal one for employees (Customer Service Point) and an internet customer portal.
Development and support
The biggest challenge was the integration with the toll collection and accounting system as well as with the Blue Media payment system. We prepared an action and risk management plan and conducted the training among the client’s employees before the first version of the product was implemented.
Stalexport decided on engaging support and maintenance specialists after the first version of the system was implemented. As the development and support teams worked simultaneously for several months it was possible to develop new functionalities and handle incoming reports at the same time. It was not a standard process, but it worked very well and resulted in Stalexport’s confidence in the specialists’ competences and knowledge.