Resources

Introduction 

Our client Grundfos is one of the world’s leading water technology companies. They are the pioneer in providing solutions to the world’s water and climate challenges and continue to improve people’s quality of life every day. Through 83 companies, they are directly accessible in 56 countries, and through their network of partners, distributors and sub-dealers, they are present in even more. 

Challenge Faced

Grundfos has an annual production of more than 16 million pump units. They were tracking their service requests manually. Their user support team was logging the tickets and monitoring the tickets’ life cycle step-by-step using spreadsheets. All the stakeholders had to be informed of issues raised and their statuses. Having branches in various countries, they had to follow and abide by every country’s guidelines drawn for such a system. Apart from the service requests, AMC requests (Annual Maintenance Contract) were also raised by their users for the products bought from Grundfos, and it also had to be taken care of manually.

The Solution 

Impiger developed a mobile-based application that enable users to raise service requests and keep track of them in real time. In addition to this, we developed a web-based solution to cater to the users who did not have or did not know how to use smartphones. Calls from the users were directed to the Support team, and they were enabled to raise service requests on behalf of the user.

This application was built using Microsoft SharePoint. Being a Microsoft Gold partner for over a decade, the Impiger team was well equipped to utilize Microsoft SharePoint's capabilities and deliver a highly secure and scalable application with a seamless user experience.