Resolving Invoice Woes: A Case Study in Overcoming Technical Challenges
In this case study, we explore how a client’s persistent problem in their call centre was successfully resolved through innovative thinking and resourcefulness. Despite initial scepticism from the development team, a seemingly impossible challenge turned into a transformative solution within a remarkably short timeframe.
The Problem:
Our client’s call centre was inundated with customer calls requesting invoice resends or changes to email addresses. This repetitive task consumed a significant portion of their resources, hindering efficiency and impeding the team’s ability to provide optimal customer service. The primary obstacle to solving this issue was the lack of public APIs and limited access to a private server that housed their third-party accounting application.
Identifying the Solution:
During a conversation with our client, we recognised an opportunity to address their problem. Despite the development team’s belief that a solution was not possible, we were confident that we could find a way to streamline the process. To proceed, we needed access to the existing setup to better understand the underlying infrastructure.
Discovering the Opportunity:
Upon closer examination, we discovered that the accounting software utilised an open SQL database. Leveraging this insight, we devised a plan to map invoices to accounts in their main system and retrieve invoice details from the database. With this breakthrough, we created a thin API on the protected server, allowing controlled access from a separate server with internet connectivity.
The Solution:
We designed and implemented an additional API on the second server, making it accessible to the client’s main application. Leveraging the customer portal in their main application, we built a dedicated page where customers could access and download their invoices at their convenience. This seamless integration significantly reduced the volume of calls to the call centre, freeing up valuable resources for more productive tasks.
Impact and Results:
The impact of this solution was profound. The call centre experienced a remarkable decrease in call volume, surpassing a 90% reduction. This outcome enabled the client to make strategic decisions regarding resource allocation, ultimately improving their ability to serve customers across different sectors. The project, from concept to deployment, was completed within a day, gaining approval and going live within just two days. The transformation from an initially deemed “impossible” project to a business-altering solution in such a short timeframe was truly remarkable.
Conclusion:
This case study is a clear example of the impact of innovative problem-solving and the value of questioning established beliefs. By thinking outside the box and using resources creatively, we improved operational efficiency and customer satisfaction. The project’s swift execution and impressive results reinforce the value of persistence, open-mindedness, and a determination to find solutions even when faced with seemingly insurmountable obstacles.
At WhiteFish Creative, we thrive on turning the “impossible” into reality. This case study showcases our commitment to finding innovative solutions and overcoming technical challenges. If you’re facing a seemingly insurmountable obstacle in your software development journey, we’re here to help.
Ready to conquer the impossible? Let WhiteFish Creative and James Studdart be your trusted partners in overcoming technical challenges and achieving remarkable outcomes. Reach out to us now and let’s turn your vision into a reality.
