Success Story

New digital workflows to improve customer experience

Collaboratively with Linergy, we reimagined the entire end-to-end system and designed new workflows, to not only satisfy, but enhance their fulfilment of business needs.

What we did:
  • Digital Transformation
  • Web App Development

What was the challenge?

Linergy was running its busy call centre on dated desktop software, heavily reliant on paper-based workflows, to manage government mandated sampling of animals, and a plethora of manual Excel spreadsheets to manage payment collections and reporting.

The Solution

Collaboratively with Linergy, we reimagined the entire end-to-end system and designed new workflows, to not only satisfy, but enhance their fulfilment of business needs.

Key elements include:

  • The creation of a new cloud-based call centre application that supports multiple delivery sites for animal drop off, and collection by a network of hauliers and external contractors.
  • Live integration with APHIS, the DAERA system to manage cattle, that ensures Linergy complies with regulatory requirements at source, vastly reducing human intervention.
  • The development of a complex payment calculation engine, completely controlled by admins, that ensures Linergy have all the flexibility they need to review pricing and add new services as needed.
  • The ability for factory floor staff to capture digital signatures at drop off, as well as print receipts and sample labels from a tablet device in situ- substantially reducing both human error and the use of paper.
  • Integration with label printers and receipt printers for sampling requirements
  • Integration with Android tablets to mark animals received and capture signatures from customers.
  • The provision of Android based mobile kits (phone and mobile receipt printer) that allow Hauliers to schedule collections and co-ordinate with drivers electronically. Herd Keepers now get a printed receipt from the driver while standing in their own yard.
  • Support for the taking of direct payments made to the call centre, full or partial DAERA payments and invoicing via a third party; which collectively has produced substantial efficiencies in the management of payment collection.
  • A custom reporting engine that has given Linergy all the daily reports they need for operations, analysis and decision making.

The Results

Streamlined Operations

The project has completely transformed and streamlined operations at Linergy. Staff are no longer burdened by avoidable admin, a heightened level of accuracy has been realised throughout all processes, and payments are being received faster and quicker than ever.

Customer Experience

In addition to this, and perhaps most importantly, the customer experience that Linergy are able to offer has greatly improved. Customers dropping off animals can be processed without even leaving their vehicle.

Linergy Logo colour

What we did

Digital Transformation

Web App Development

 

Company Overview

Established in 2005, Linergy provides an essential service for the collection and disposal of fallen farm animals to the farming community throughout Northern Ireland.

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