SOLUTION

  • Pilot - Service Request Management Application (Phase I) - We kicked off the engagement with a pilot project – an advanced application that enables members of one World Trade Center to request meeting spaces, conference facilities, business contacts, and other information from another.
  • Digitization of the capture of licensing information – We created an application with necessary forms, validations, and scripts to facilitate the annual capture of license application information from WTCA licensees. We then transmitted the relevant information updates to the digital portal and CRM with minimal manual intervention.
  • Comprehensive code refactoring - The Client contracted a third-party security company to provide recommendations on measures that needed to be taken to ensure that the software was compliant with regulatory standards and also protected against external threats and unethical hackers. Our team implemented these recommended code/system changes to ensure that all WTCA digital assets were compliant and protected.
  • Service Request Management Application (Phase II) – As the original application we built as a pilot project had an excellent adoption rate, WTCA came back with request for further enhancements that included changes to dashboard layout, tighter integration with the CRM system and ability to track additional metrics about member usage of the platform.
  • Discussion forum application – To allow members from the same geographical region to enagage in meaningful discussions with each other on common issues in a secure channel and with ease, our team integrated Discourse, a RoR based Internet discussion forum to the digital platform.
  • Annual maintenance of technology infrastructure – While we were adding new applications to the platform periodically, WTCA, through an annual maintenance contract, entrusted the responsibility of ensuring that existing applications kept running smoothly, to our team. Any minor enhancements and troubleshooting/bug fixing on existing applications was covered as part of that. We also audited all existing applications hosted on Heroku – a service that allows developers to build, run and operate RoR applications on the cloud – to understand their resource requirements and recommended some cost optimization measures. Getting rid of unnecessary servers and migrating existing applications to ones that incurred lesser annual hosting costs but delivered the same performance was done as part of that.

BENEFITS

The ‘Service Request Management Application’ Phase I alone improved interaction among members by 100%.

The new discussion forum implemented increased member communication by 35%.

The new Licensing Information Digitization process.
  • Eliminated human error, data redundancies and data inaccuracies across systems
  • Reduced the time spent on validation and Proofreading and nearly brought it down to zero
  • Increased the accuracy to nearly 95% with real-time validation on many form fields
The code refactoring project our team worked on strengthened WTCA applications at least 3 folds against external attacks, and brought down security vulnerabilities to almost zero.
The additional enhancements made to the ‘Service Request Management Application’ (Phase II) increased member engagements by an additional 25%
The cost-optimization services reduced the hosting and licensing costs by at least 60%.