Featured Case Study

TomTom

how we helped TomTom to find their way

Building a web based "Track and Trace" system

The Business Problem

The customer support department located in the Netherlands is responsible for after sales care. This call center handles customer claims for Tom Tom GPS devices worldwide and is responsible for processing and tracking all repairs and services (RMA, Return Merchandise Authorisation).

Due to a rapidly growing customer base, the customer support department lacked an adequate system with which to track the status of devices returned by consumers for repair.

Our Technical Solution

A team of software engineers from Competa designed, developed and implemented a software program to track consumer information and the status of repair for defective devices, including integration with transport and logistic company systems to track return of devices.

The system was built using PHP 5 and a number of different, partly customer specific, Model View Controller frameworks. The complete system took about four months to design and develop using Agile development techniques such as Scrum. Prior to deployment the system was rigorously tested using regression testing, and user and usability tests.

The Result

TomTom now has a system that can easily track the RMA process from end to end, something that was previously not possible. This has resulted in a dramatic increase in business efficiency, combined with more direct control over business processes through management reporting capabilities.