BA INTERNATIONAL

A customer facing product repair and tracking tool

THE PRODUCT

A digital transformation product for the well established BA International.  We leveraged BA’s dominance in the dental handpiece sales and repair position by pushing the business further forward with technology, driving efficiency for customers and impactful new data intelligence.

OBJECTIVES

To upgrade and modernise the repair process for customers by providing them relevant realtime information on their hand-piece repairs, as well as starting new repairs and in-app payments to authorise the work.  Technicians needed to spend longer repairing, and less time manually contacting dental practices to get payments authorised.  Streamlining efficiency and maximising employees time.

THE SOLUTION

A simple and intuitive iOS, Android and Tablet application that users can create per-paid postage labels to send their items in, then track the progress all the way through the workshop and a simple screen tap to authorise repairs once the quotes are provided.  Technicians receive quote authorisations instantly, and new business intelligence can now start to map incoming repair volumes.

TECHNICAL & UX CONSIDERATIONS

User first design was fundamental to empathise with busy in-practice environments, keeping button taps to a minimum.  A complex technical integration with existing legacy CRM/EPS Systems was required in order to minimise behavioural changes on site at BA, and negate any need for re-training and new processes to accommodate the new technology deployment.

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