Providing world class product support to a leading fleet management company in Europe
Assetminder is a cloud-based fleet maintenance and workshop management system that was awarded the prestigious
Innovation Award at the recent 2017 Fleet Transport awards in Dublin. It was built ground up into a comprehensive
platform. The previous version of the Assetminder application, known as Fleetminder, was designed and developed
as a client-server application.
The Fleetminder application has been adopted by enterprises across Ireland for fleet maintenance and workshop management.
The support services for this application was initially carried out within the company.
Upon the successful launch of the application, Assetminder gathered traction and numerous enterprises signed
up to obtain the service. Furthermore, majority of the existing Fleetminder clients migrated to Assetminder
to reap benefits of the cloud-based application with upgraded features.
To cope up with the traction received and to ensure a smooth transition, Assetminder Limited (owners of Assetminder and Fleetminder)
required a strong team with the right expertise to provide support services for their clients.
How Auxenta Helped
A highly skilled offshore team with technical capabilities was deployed to gain domain expertise
in 6 weeks
We provide 1st and 2nd level support to the Assetminder application and strengthen the Fleetminder
team by providing 1st level support to their clients
The team works to Irish business hours and communicates directly with the end users of the Assetminder
and Fleetminder applications
Figure 1 : The Solution Architecture
Support queries are raised through the following methods by the end users
Chat app embedded in the application – the end user will raise a query from the chat app. This
raises a ticket on the helpdesk application and an email notification is sent to the support service
By raising a ticket on the Help Desk application – the end user will directly raise a ticket
on the helpdesk application stating the issue they are facing
Directly calling the help desk through the support hot line – The end user will make a call to
the hot line which connects the user directly with a help desk support staff
The level 1 support engineer analyzes the query raised to understand if the query could be resolved by
him/herself. This would involve the support engineer checking the list of FAQ’s or making required
If the query raised by the end user can be resolved by the level 1 support team, the issue will be
resolved and communicated to the user through the channel used to contact the help desk. If further
information is needed, the support staff will make a direct call to the end user and guide them through
the process to fix the issue.
If the issue cannot be solved by the level 1 support staff (fixes that will need to be made at the
code level) the issue will be escalated to level 2 support. In the meantime, level 1 support staff
will maintain the communication link with the end user to get any further information regarding the
issue or to update the user of the progress on the issue.
The level 2 support staff will fix the issue based on the agreed SLAs depending on severity. In situations
where a production environment update is required, a new software build will be pushed during the early
hours of the day in Ireland to minimize interference to live operations.
The following SLAs have been agreed with the client to provide the most optimal support to the end users
BENEFITS TO CLIENT
Identifying issues promptly – The team possess domain and technical knowledge for the Assetminder
High return on investment in running the support arm offshore
Faster response time – Extra time to leverage to fix issues due to the time difference onsite
No downtime required to update production environment – If production needs to be updated
with issue fixes, it is done during the non-business hours of the client
Multi-channel reach to the help desk – End users can use one of the 3 methods (embedded chat
app, help desk ticket app or hot line) to raise an issue