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Subscription e-commerce platform for Waldo
E-commerce
Web applications
Marketing and Sales
Category:
Web applications
E-commerce
Customer service
Technologies: Java, Angular, HTML, CSS, Bootstrap
We implemented the project for a manufacturer of power tools, which sells its products through an extensive network of dealers and distributors. Our task was to improve the existing complaints system, which allows end customers to report complaints directly to the manufacturer — even though the purchase takes place with an intermediary.
Consultants could not add phone requests
Many customers preferred to file complaints over the phone. Consultants would therefore often accept such orders by talking to the client and then having to enter it into the system. However, the app lacked a dedicated view for customer service. The consultants had to ask the customer for all the data over the phone and then go through the entire process from the normal user's view.
No dedicated admin panel
The application had many complex integrations with other systems, such as programs for measuring marketing statistics. In the event that one of the integrations failed, it was difficult to get to where the problem lay. This was due to the fact that the complaint management platform did not have its own administration panel. So the developers spent a lot of time solving problems that, with the right log history, could be solved much faster.
The company did not have an effective error handling process
At the moment when the user reported on the hotline that the complaint platform had any error (e.g. the contact form did not work), the customer service had to pass this information on to the developers. Often, however, the consultant did not know what technical details to ask the user about, so the developers did not have full knowledge of what really happened in the application and whether it was actually a problem related to it, or even an error of an external system integrated through the API. It was also common for users to report “errors” that resulted solely and exclusively from the incorrect use of the application. So the developers wasted their time looking for non-existent irregularities in the system.
Application refactoring
Due to the outdated technology stack and numerous changes introduced over the years, it was unprofitable to upgrade the old system. So we offered the client a complete rewrite of the system. The new version, based on current technologies, was created after stabilizing the range of functions, which made it possible to focus on quality and reliability. As part of the project, we implemented an administration panel that allows full monitoring of API calls. Thanks to this, specialists who are managing the platform gained quick access to logs and easy error diagnosis and clarity on whether the problem lies with the platform or external systems.
Dedicated view for customer service
The implementation of a dedicated admin panel enabled consultants to quickly add phone requests without the need of a regular user view. The new module has been adapted to their needs, making the process of entering customer data simpler and more intuitive. In addition, the system now automatically distinguishes phone requests from those added by users themselves, which facilitates reporting and analysis of contact channels.
Bug Reporting System
We have implemented a new notification system on the manufacturer's website, allowing users to easily report problems through an intuitive form. Each request was automatically associated with the user's session ID and sent to the admin panel. The key objective of the solution was to create a support structure with a clear division into three help lines, in which 99% of cases — non-technical people now having access to the panel — could be handled by the first line. As a result, requests requiring the intervention of server administrators or developers have become an exception, and the entire process of diagnosis and response to errors has been significantly accelerated.
Implementation of load balancing
To ensure the stable operation of the platform, we implemented a load balancing mechanism, which allowed to evenly distribute network traffic between several application servers. In the event of an overload or unavailability of one of the servers, traffic is automatically directed to the other instances. This solution reduced response times during peak hours and enabled the environment to be flexibly scaled according to our customer's needs.
Greater system stability — thanks to monitoring and load balancing, the platform works faster and without downtime.
Faster handling of requests — new panels have made it easier for consultants and reduced response time.
Better error diagnosis — session recordings allow client to find and fix problems faster.
Time of implementation:
2 months
Cost of implementation:
EUR 15 000
As Sagiton Automation, we help e-commerce companies with system integration and process automation. Do you need support in your e-commerce? Contact us and arrange a free consultation!
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