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Transforming Beckman Coulter’s customer support with Impiger’s real-time service management app

Healthcare / Medical Devices

Industry

5 Months

Duration

Mobile (Android / iOS)

Platform

Mobile UX & Engineering, SAP ERP Integration, Field Service Automation, Rollout Support

Services

Reduced resolution times, improved field engineer efficiency, enhanced customer satisfaction, real-time service visibility

Impact Metrics

Overview of the Project

Impiger developed a mobile-first application for Beckman Coulter customers to register complaints, track tickets, and provide feedback on service engineers. Integrated with SAP ERP, the app automates ticket workflows, intelligently allocates service time, and provides GPS tracking for engineers, giving customers transparency while improving operational efficiency.

Challenges

  1. Manual complaint logging caused delays and missed tickets.
  2. Lack of visibility on engineer location and workload.
  3. Follow-ups and feedback collection were inconsistent.
  4. Tracking service performance in real time was difficult.

Approach

  1. Built an intuitive mobile app for complaint registration and ticket tracking.
  2. Integrated SAP ERP for automated workflow and status updates.
  3. Added GPS tracking and intelligent time allocation for field engineers.
  4. Enabled real-time feedback collection and reporting for customers.

Key Components / Integrations

SAP ERP Integration – Automates ticket creation, updates, and workflow management for faster issue resolution.

GPS Tracking – Monitors service engineers in real time for optimized routing and accountability.

Time Allocation Engine – Assigns issues automatically based on priority, engineer location, and workload.

Push Notifications – Updates customers on ticket progress and engineer arrival times.

Service Dashboard – Tracks performance metrics, pending tickets, and resolution times.

Real-Time Feedback – Captures customer ratings and comments for each service interaction.

Role-Based Access – Ensures secure access for customers, engineers, and administrators.

Data Security – Authentication and encryption safeguard sensitive client data.

Accelerators / IP Used

Leveraged Impiger’s pre-built modules for real-time feedback, GPS tracking, and automated time allocation. Reusable workflows and notification patterns accelerated development and ensured consistent service delivery.

Tech Stack

Outcomes / Impact

  1. Reduced complaint resolution time by automating ticket workflows.
  2. Improved engineer productivity via GPS tracking and optimized scheduling.
  3. Increased transparency with real-time updates and notifications.
  4. Higher customer satisfaction through immediate feedback and accountability.

Before

  1. Manual logging of complaints via phone or email.
  2. No visibility on engineer location or workload.
  3. Inconsistent follow-ups and slow resolutions.
  4. Low customer satisfaction metrics.

After

  1. Mobile-based complaint registration and ticket tracking.
  2. Real-time engineer location and optimized scheduling.
  3. Automated workflow management through SAP ERP.
  4. Faster resolution and improved customer satisfaction.

What’s Next

Plans include AI-driven predictive maintenance and automated issue categorization for faster resolution. Analytics dashboards will offer deeper insights into engineer performance and customer satisfaction. Future releases may add offline functionality for field engineers and IoT integration for proactive service alerts.

Like to know more? Talk to our experts who worked on the project.

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