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MANUFACTURING

Mobile Solution Transforms Delivery Process and Enhances Customer Experience


The Challenge

A leading U.S. tire distributor knew it was likely to lose its competitive advantage and customer base unless it modernized its end-to-end delivery process. Its existing processes lacked digital capabilities, contributing to a poor customer experience. Extensive human interaction throughout the delivery and reconciliation processes led to higher error rates and leakage due to lost invoices. The company turned to Cognizant to modernize its delivery process and enhance the customer experience.


Our Approach

Cognizant created a custom iPhone app that centralized all stages of the delivery process, from invoicing to product and financial reconciliation, returns and warranty claims. We then designed a highly optimized integration layer that connects the app with the company’s Oracle platform. The new mobile app not only enables truck drivers to manage the entire transaction process from any customer location but also eliminates paper forms, reducing leakage due to human errors and lost invoices.

We incorporated credit card payment capabilities using cutting-edge microservices technologies, improving cash flow and making payments easier. By integrating the warranty claim process into the online portal, customers can check claim status online, reducing call center volume by 75 percent.

Oracle Integration Reduces Carbon Footprint, Enables Seamless Customer Experience

Besides improving server performance, integrating the mobile solution with the company’s legacy Oracle platform significantly reduces the company’s carbon footprint and leakage by eliminating paper invoices. The centralized delivery process with real-time payment and warranty claim tracking provides a seamless customer experience, ensuring the company maintains its competitive position in the market.

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75%

reduction of call volume on warranty claims

Reduced

carbon footprint and leakage by eliminating paper invoices

Enabled

real-time credit card processing


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