WongFong Service Guru

Overview:

A dedicated service center membership and rewards application, designed to streamline customer interactions. Customers can easily collect points, manage appointments, and access a range of value-added services, all while benefiting from dedicated chat lines for seamless communication.

Impact:

• Reduced Quotation Times: Implementation of dedicated chat lines has slashed quotation times by 50%, ensuring faster responses and smoother communication.
• Efficient Appointment Booking: Streamlined appointment scheduling has significantly reduced waiting times for service orders, from days to hours, enhancing overall service efficiency.
• Increased Customer Retention: Membership rewards and personalized service recommendations have boosted customer retention by 20% compared to the previous year, fostering stronger customer loyalty and satisfaction.

Journey:

The primary goal of the Service Guru app was to modernize and enhance both customer experience and internal staff operations. Building on the success of our existing operational app, which tracks worker hours and manages service orders, we aimed to extend these features to benefit our customers directly.

We envisioned an app that provided substantial value beyond basic service center functions—something customers could rely on daily. To achieve this, we developed features such as rewards, payment processing, invoice history management, fleet profiles, crane license expiry tracking, and reminders.

This project underwent numerous iterations, incorporating extensive feedback and continuous improvement. Key milestones included the integration of ERP systems, allowing our staff to manage tasks conveniently from their iPads or phones, thereby enhancing accessibility and efficiency.

Our team leveraged Swift, SwiftUI, AWS Amplify, DynamoDB (to connect to our old data nodes), and AWS Lambda and EventBridge to automate reminder creation. Additionally, we used Amazon SNS for push notifications, ensuring timely and relevant updates for our users.

To better serve administrative needs, I designed a separate interface optimized for iPads. This admin layout is equipped with all the necessary management features to handle customer requirements efficiently.