Case Study: Software Development Company

Executive Summary

Our client is a software firm that produces web-based applications as well as websites. On top of this bespoke software, they also provide training and support for their customers.

They needed a system that would allow them to organise project management, keep clients up to date on progress, and ensure that any faults or issues reported with the software are recorded for future use.

  • SwiftCase provided the firm with a browser-based case management software that automates the full range of their workflow with custom criteria defined by the firm themselves.
  • SwiftCase allowed work to be allocated according to complexity and the type of work involved. Developers could see at a glance what work needed to be done.
  • SwiftCase provided the ability to update the firm’s clients with automated emails sent when work had be undertaken, if there were any delays or issues, and when it was completed and ready to be tested.

Challenges

Challenges

  • Since our client provides a varied selection of software products and services, with very specific products and stages, they needed to be sure they could reliably give accurate information to customers and schedule projects efficiently, with an easy way of keeping all client information at hand.
  • Because of the need to be very precise in planning out software projects, they needed to be able to agree with clients what their exact needs were and confirm this with up-to-date notes and timeframes.

How SwiftCase Helped

  • Our client was able to set up a working system to manage projects and communication with clients, reducing greatly the need to send emails, make telephone calls, and work out project schedules. This gave the firm more time to concentrate on creating software, rather than dealing with the relevant administration.
  • SwiftCase provided the firm with a system to record and organise their tasks in a secure, user-friendly system. Because SwiftCase is cloud-based, there was no need to install their own software, or host a solution themselves. They could simply log on to SwiftCase and get on with their work.
  • Software projects are broken down into their distinct stages. At a glance, they are able to see exactly where each of their cases is up to, and can plan and manage their meetings accordingly, as well as upload the task-specific documents, that can be accessed securely by staff with the correct permissions.

Results, Return on Investment and Future Plans

  • The new system includes custom criteria unique to the firm, mapping their businesses’ exact workflow, making their day to day business operations more efficient. At a glance, they are able to give updates to clients and plan ahead without having to sift through emails and documents stored in a variety of programs.
  • SwiftCase introduced the ability to quickly allocate work to staff with the relevant skills, this is vital in an industry where developers specialise in a particular area and may be needed in different stages of the same project.
  • Our client has been able to greatly increase business efficiency, in a competitive industry, with demanding clients who need to be sure their software is tailored to their specific needs. They were able to achieve this without employing additional staff, or reallocate software developers to administration tasks.
  • Due to this increased efficiency, our clients were able to take on more projects for customers, and develop new features and improvements to their products.

Results, Return on Investment and Future Plans