Conducted comprehensive workshops to understand client requirements and user needs, followed by detailed planning and strategy formulation.
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Reengineering customer application and building first of its kind digital formulation wizard for a pharmaceutical giant
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35%
Increase in operational efficiency
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20%
Reduction in time-to-market
About the Client and Project
This client is a global leader in providing innovative solutions for the pharmaceutical industry. They specialize in formulation development and offer a range of products and services to support their clients in creating safe and effective medicines. However, their existing platform lacked the functionality to meet the evolving needs of their digitally savvy customers. The platform was outdated, with limited self-service options, leading to inefficiencies in customer support and data management.
The company needed a comprehensive platform enhancement to improve customer experience, automate routine processes, and provide real-time access to essential data. The project involved redesigning their custom platform to include advanced transactional capabilities, better data management, and improved user engagement.
Industry
Healthcare
Project Duration
Ongoing
Team Size
10-12
Client Location
Pennsylvania, USA
Engagement Model
Time and Material Model
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Background and Strategic Fit
The client’s existing custom platform was not equipped to handle the demands of a modern, digitally savvy customer base.
- The platform was primarily transactional but lacked the ability to provide a seamless and interactive user experience.
- Customers faced challenges such as outdated contact information, inefficient data management, and a lack of real-time updates on their service requests.
- Unified Infotech was brought on board to revamp this client platform and make it more user-friendly, data-centric, and capable of supporting the company’s long-term digital strategy. The goal was to enhance customer satisfaction, reduce operational costs, and provide a scalable solution that could adapt to future needs.
Services Offered
Challenges
01
Legacy System
The existing platform was built on Joomla, which created issues with scalability and maintenance. Frequent updates led to bugs and system inefficiencies.
02
Data Integrity
The system suffered from outdated and inaccurate data, particularly in customer contact information, leading to poor customer experiences.
03
Limited Self-Service
Customers lacked access to real-time updates and self-service options, increasing the workload on our client’s associates and slowing down response times
04
Complex Navigation
The platform’s navigation was not intuitive, leading to a high rate of user frustration and drop-offs.
05
Inconsistent Support
The previous vendor provided inconsistent maintenance and support, leading to frequent disruptions and a lack of trust in the platform.
Client Goal
After a thorough understanding of the requirements, we decided to develop a sophisticated customer centric platform that would:
- Enhance User Experience: Create a more intuitive, responsive, and user-friendly interface to improve customer engagement and satisfaction
- Increase Automation: Automate routine processes to reduce the workload on our client's associates and allow them to focus on more complex tasks
- Improve Data Management: Ensure data integrity by allowing customers to update their contact information and access real-time status updates on their requests
- Reduce Support Requests: Decrease the number of support requests by providing better self-service options and more transparent communication channels.
Solutions Provided
Unified Infotech provided a comprehensive solution to transform the client’s customized platform into a user-centric, efficient, and scalable digital platform. The key elements of the solution included:
Consulting & Planning
Information Architecture
Redesigned the content structure to improve accessibility and usability, ensuring a smooth user flow
UI/UX Design
Developed a modern, responsive design with an emphasis on user interaction and ease of navigation.
Web Development
Built a robust and scalable platform using the latest technologies, ensuring seamless integration with existing systems.
Key Functionalities
Enhanced CX with a user-centric platform, increasing engagement rates, reducing support times, and offering faster resolutions
Front-end
- Responsive design
- Intuitive navigation
- Self-service options
- Better customer data management
- Real-time status updates
- Interactive dashboards
- Easy access to essential services
Backend
- Secure data handling
- Real-time data synchronization
- Automated complaint resolutions
- Order management accuracy
- Scalable architecture
- API integrations
- Seamless data flow between systems
Technology Stack
- Frontend: Angular 17 for building dynamic, interactive user interfaces with HTML5, CSS3, and JavaScript for responsive design and functionality.
- Backend: Node.js for building scalable and efficient RESTful APIs, ensuring smooth backend operations.
- Database: MySQL for relational data storage, providing structured and reliable data management.
- Version Management: BitBucket for managing code repositories, version control, and collaboration.
Results
User Experience & Engagement:
- 45% increase in customer self-service engagement due to improved UI/UX and self-service capabilities.
- 30% reduction in support requests as a result of enhanced self-service options and real-time data access.
Operational Efficiency:
- 20% faster complaint resolution times through the implementation of automated complaint management features.
- Improved data accuracy with customers able to update their contact information, reducing errors and improving service delivery.
Platform Scalability & Maintenance:
- Seamless updates and scalability due to the transition from Joomla to a modern, open-source framework.
- Reduced maintenance costs and downtime with more reliable and consistent platform support.
35 %
Increase in operational efficiency
20 %
Reduction in time-to-market
I extend my sincere gratitude to Unified Infotech for their exceptional work in reengineering our platform, Boards & Beyond. Their efforts not only resulted in a swift doubling of our sales but also facilitated our acquisition by a large multinational corporation. I hold their team in high regard, particularly for their unwavering commitment to the success of our business.
Jason Ryan
Founder & CEO, Boards & Beyond
Unified Infotech acted as true partners in the redesign of eShipper’s digital presence, demonstrating exceptional dedication and expertise. Their innovative approach and attention to detail resulted in a solution that significantly enhanced our online presence and generated leads. Their work allowed us to grow our business and establish our brand during the peak of the COVID-19 pandemic. Their commitment to excellence and customer satisfaction was evident throughout the entire process, making them an indispensable partner for our digital transformation.
Imran Kermalli
Director of E-Commerce & Marketing, eShipper
Unified Infotech has been our trusted technology partner for the past four years, seamlessly integrating as an extension of our team. Throughout this period, they have consistently delivered high-quality solutions that have significantly enhanced and innovated our business operations. Their unwavering commitment and proactive approach have been particularly impressive, demonstrating their dedication to our success.
Dan Milczarski
CTO, CQ Fluency
Our experience with Unified Infotech over the past two years has been marked by professionalism and exceptional quality. The team consistently demonstrates high intelligence and strict adherence to industry best practices across all aspects of their work. Their exemplary documentation skills and consulting expertise are particularly commendable and difficult to find. We look forward to engaging them in numerous future projects for McGraw-Hill
Anthea Strezza
Project Manager, Mcgraw Hill
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Years of Experience in this field
14 +
Years in Business
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Total No.of Satisfied Customers
300 +
Global Clients
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Successful Projects Executed
250 +
Tech Experts
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