The Challenge
Garage Door Systems faced major challenges with its paper-based system for administration, sales, and installations. Manual transcription of handwritten notes caused duplicated work and order delays, while data inaccuracies led to frequent order errors. The team couldn’t process credit or debit card payments onsite and the lack of integration with their custom ERP system disrupted efficient data flow. These issues created frustration for both staff and customers, especially during site visits where access to real-time information was limited.
GCD was tasked with developing a custom application for Garage Door Systems that would completely transform their existing paper based admin, sales and installation processes into an automated, integrated application. The digital investment would enable the smooth capture and transfer of accurate data, address key pain points staff face on a daily basis, redirect that valuable time into other areas of the business and ultimately provide the best customer experience possible.
Key objectives:
- Remove duplication of effort and order delays as a result of handwritten notes that are manually transcribed into their back office system
- Remove paper completely
- Enable credit or debit card payment onsite
- Improve accuracy of data by reducing the number of incorrect orders
- Integrate with their current custom ERP system – SCOPE
The Solution
Initially, we conducted a feasibility research project to understand their processes and the pain points they were facing. Our team spent extensive time with their teams and conducted a secret shopper, from this we were able to build a prototype that formed the base of the project.
The next step was to develop a custom Progressive Web Application (PWA). The solution was built using Node.js and React, hosted on AWS and integrated with their existing SCOPE ERP system via a secure middleware API.
The comprehensive PWA development involved creating a custom application that not only mirrored but significantly improved upon their existing paper-based workflows for sales, administration and installation.
Core features included a step-by-step site survey and parts list, a dynamic digital product brochure and an innovative image overlay feature that empowered sales presentations by visually demonstrating how new doors would look in situ. The application also incorporated various digital forms to streamline each stage of the sales process and introduced the crucial capability for onsite credit and debit card payment processing.
The progressive web app can be downloaded to a tablet/phone as an app, enabling a very small IT footprint, as well as providing ease of use for the team whether they are working from home or at their desk on site.
For sales representatives, the paper-based element has been removed completely. They now capture customer details and conduct site surveys onsite via the app, improving accuracy of data and enabling ease of use for the customer. The app was designed with robust offline capability, allowing it to function without an active data connection and then sync data back to the central system once connectivity became available.
Those captured details are then accessed by the manufacturing team via SCOPE and finally the installation team from their tablet device, automating their picking process and ensuring they have the correct equipment for the job every time. With accurate measurements, it reduces the risk of costly errors and improves the customer experience as they have a seamless installation. When the installation is complete final photos can be taken, customer confirmation captured and payment taken via credit or debit card.
Enhanced security was paramount, with user authentication managed through Amazon Cognito, providing multi-factor authentication, password resets and leveraging Amazon’s best-in-class network security.
The Results
The major success of this project was the full digital transformation of the client’s existing paper-based processes into an automated and integrated system. The app is fully integrated with SCOPE, used by each team and has resulted in the client achieving a 100% paperless process.
A core objective was to remove the duplication of effort and opportunity for errors which has been achieved, accuracy has improved by 60% and the number of rebuilds has fallen to almost zero.
By going fully paperless, the company achieved a 60% improvement in data accuracy, virtually eliminating incorrect orders and costly rework. Customer satisfaction increased by 30%, driven by more accurate measurements, seamless installations, and faster service delivery. The new system also eliminated data duplication and manual entry, streamlining workflows from sales through to manufacturing and installation. A key enhancement was the introduction of an image overlay tool, which provided sales teams with a professional, visual aid to support clearer communication and more effective client consultations.