Home → Case Studies → AMH / Imperial
A Customer Care Channel, Built From the Ground Up
A mobile Customer Care app and web-based Help Desk that give AMH’s customers a direct way to submit requests – and give AMH the tools to manage and measure them.
Client Overview
AMH is part of the Imperial Group and a distributor of well-known car brands in South Africa. It contacted iSolve Mobility to develop a Customer Care app with an accompanying Help Desk system.
The mobile app lets customers on Android and iOS select their vehicle brand, model and make, submit requests and find their nearest dealers. The web-based Help Desk lets AMH manage tickets, follow up and track response-time KPIs.
Industry
Mobility
Project type
Automotive Customer Care & Help Desk Technology
The Business Problem
AMH needed a customer care solution that connected vehicle owners to AMH and gave the business a system to manage the requests that followed.
Customers needed one mobile channel
Customers needed to select their vehicle brand, model and make, submit test drive requests, service calls, complaints and compliments, and find their nearest dealers.
AMH needed a Help Desk behind the app
The web-based Help Desk had to manage ticket requests, follow-up and response-time KPIs.
The two systems had to work as one process
The app and Help Desk needed to connect a customer's request with AMH's follow-up.
What Made This Complex
The challenge was not simply building a contact form. The customer-facing app and the web-based Help Desk had to be developed together as one customer care solution.
Two systems, built together
Requests submitted by customers in the mobile app had to be manageable by AMH through the Help Desk.
Four kinds of request
A single app had to handle test drive requests, service calls, complaints and compliments.
Measuring the response
The Help Desk needed to track follow-up and KPIs on response times, with the aim of improving overall customer satisfaction.
Our Role
We developed the Customer Care app and the accompanying Help Desk system from the ground up.
Developed the mobile app
Built the Customer Care app for customers on Android and iOS devices.
Developed the Help Desk
Built the web-based Help Desk for ticket management, follow-up and response-time KPIs.
Built the customer request journey
Included vehicle brand, model and make selection, four request types and nearest-dealer search.
The Solution We Delivered
The result is a mobile channel for customer requests and a web-based Help Desk for managing them.
Customer Care App
An Android and iOS app where customers select their vehicle, submit requests and find their nearest dealers.
Web-Based Help Desk
A web-based system that lets AMH manage ticket requests, follow up and track KPIs on response times.
A look at the app
Screens from the AMH / Imperial application as delivered.
Tech Stack Used
Customer App
Mobile app for Android and iOS devices.
Help Desk
Web-based Help Desk system.
Business Value Delivered
A Mobile Channel for Customers
• Customers can submit requests from Android and iOS devices.
• Customers can find their nearest dealers.
Structured Request Management
• AMH manages ticket requests in a web-based Help Desk.
• Follow-up is tracked.
Measured Responsiveness
• AMH can track KPIs on response times.
• The aim is to improve overall customer satisfaction.
The takeaway
AMH shows how a customer-facing mobile app and Help Desk system can support automotive customer care from request submission through to ticket management and response tracking.
The app handles different request types while the Help Desk gives AMH a way to manage follow-up and measure response times.
If your organisation needs a customer-facing app with a management system behind it, this is the kind of solution we build: understood properly, engineered from the ground up, and delivered as a platform your teams and customers will actually use.
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