What was the scope of their involvement?
Our server communicates with the software which CMARIX developed in order to provide information on client activity. It has a customer map divided into thousands of possible areas all over Germany that are marked in various colors. It also provides an option for customer recovery based on a 1–10 rating system. The system decides whether the company should call and attempt to win back the customer or send a salesperson in.
Agents can log in on the field and see a list of customers to recover, as well as all the relevant information along with an optimized route. The iPad app also has different contract types. Agents can choose custom options in terms of monthly plan and bonuses. When a customer accepts a contract, they can sign it on the iPad directly and have the information sent back to customer service. This also cancels the contract with any competing electricity companies. The contract data is automatically updated on all company servers.
The app can work offline temporarily and then update when it connects to a network. This was necessary given that electric meters are often in cellars and other isolated places.
The entire process is viewable via the web app: the customer value, average contract length, cost per acquisition, and whether the customer is connected to the company’s infrastructure or not. We can sort all the data by year, branch, and customer type (e.g., private individuals or businesses).
They used JSON and PHP to build the apps. We have high security standards from our customer, which meant that we couldn’t leave any APIs open.
What is the team composition?
I work with one of their owners who is also a personal friend. He’s in charge of taking requirements, putting together quotes, and acting as my main contact for development. We’ve created teams on our task management system.
How did you come to work with CMARIX?
I’ve had a hard time finding good, offshore partners who really pay attention to detail. I’ve know CMARIX’s owner for more than 10 years. He used to work for another company and ran a 400-person team. He’s very straightforward and it reflects on the whole company. We had a good connection and I knew he was reliable, so I contacted him when I needed to develop a task quickly with no room for error.
How much have you invested with them?
The cost of their work has been around $10,000.
What is the status of this engagement?
We started working with them in the last quarter of 2017. The development and change requests from customers were finished in 12 working days. We’ve continued to work with them on other projects.