Our Customer Service Resources – Case Studies

Technologies (AI/ML)

Leading European business management solutions company reduces compliance activity input time by 70% with chatbot service that efficiently tracks compliance requests

BPA Solutions builds an AI-based chatbot solution to efficiently log, track, and monitor compliance requests

About the Company

  • BPA Solutions, a major Switzerland-based business software development company with more than 800 global clients
  • A leading provider of business management solutions based on Office 365 and SharePoint
  • Customers include high-profile European and American enterprises from a variety of industries
  • Principal product involved a digitized QMS that focuses on quality assurance and risk mitigation
  • BPA Solutions wished to lead the AI curve to stay ahead of the competition and carve out their own niche

Business requirements

  • Develop a robust mechanism to log, track and monitor compliance requests
  • Reduce the time taken to initiate and complete compliance activities
  • Identify each compliance based on user query
  • Suggest preemptive actionables to mitigate risk
  • Collate data and insights from multiple domains
  • Highlight risks associated with compliance issues
  • Make affordable and achievable the herculean task of GDPR compliance

Engagement Scope

  • POC explored ways of providing an intuitive UX by incorporating artificial intelligence (AI) with regulatory solutions for Quality, Risk, and GDPR.
  • BPA Solutions needed a robust and straightforward mechanism for logging and tracking requisitions
  • Nitor’s expert engineers elected to create a chatbot to fulfil this requirement
  • Built a chatbot that enabled users to quickly and easily enter their details in the system. The bot related the service request with possible outcomes, actions, root causes, and also produced actionable insights

The Nitor Approach

  1. Preparation: Used a substantial volume of updated product data to identify parameters and values upon which to generate insights
  2. Machine learning models: Created multiple models as possible foundations for the chatbot. Selected the optimal ML model based on the client’s product requirements. Used the unsupervised learning approach to exhaustively train the model
  3. Implementation: Displayed a chatbot’s sample dialogue flow using IEM (Microsoft Teams). Any update (including new incidents, causes, and actions) through the chatbot was immediately reflected in the product
  4. Insights: Provided insights as a web service that could integrate with existing products and performed pilot analysis for actionable insights. Provided insights regarding similar root causes for non-conformances and displayed the actions taken.

Technology:

(icon) Word2Vec, (icon) Google News Model, (icon) Python Flask

Value Delivered

  1. Productivity: Reduced the time taken to log, track and complete activities, which resulted in increased productivity. Actionable insights helped stakeholders make sound business decisions
  2. UX: Constructed a seamless user experience for popular channels, including web app, mobile, and Microsoft teams chat interface
  3. Preemptive Actionables: Suggested preemptive data-driven actionables using text mining and NLP
  4. Compliance Actionables: Constructed a fuzzy search system using Word2Vec for query-based identification of each compliance
  5. Domain-agnostic: Built generalizable algorithms and processes that could be used with multiple domains
  6. Data Modelling: Provided robust data modelling by ingesting vast amounts of data from disparate sources, viewing data from a holistic viewpoint, predicting outcomes, and enhancing decision making power with insightful analytics

Dodge Analytics reduces data management and parsing costs by 90% with AI-based document ingestion and processing engine

Upgrades from conventional document scanning system to intelligent AI-based processing to eliminate manual effort

About the Company

  • Leading American provider of analytics and software-based workflow integration solutions for the construction industry
  • Helps clients identify and pursue pre-construction growth opportunities, including market research and forecasting, workflow data integration, and analytics services
  • Serves manufacturers, distributors, contractors, specialty trades, and the general construction market
  • Has helped several high-profile customers address their growth needs

Business Requirements

  • Build an intelligent document ingestion and processing engine as part of the marketing intelligence and collaboration platform
  • Integrate and process data from multiple sources, including PDFs and blueprints
  • Create a pipeline to convert PDFs into images. Slice/augment these to train a neural net to identify and quantify objects
  • Store the required content into target data store for further business applications

Engagement Scope

  • Presented a POC for image recognition in floor plan blueprints
  • Expert engineers built state-of-the-art document ingestion, data parsing, and object recognition modules

The Nitor Approach

  • PDF Reader: Built a document ingestion module using a PDF reader application
  • NLP Module: Parsed text and data points within multiple documents and blueprints
  • Object Recognition: Created an image detection algorithm that quantifies objects in a construction plan to create a BOM. Converted 3.5 million PDFs to images, used slicing and augmentation for input to a 21 layer neural net. Implemented transfer learning and trained on over 40 objects with 15,000 iterations
  • Delivery: Presented a final POC for image recognition in floor plan blueprints using YOLO CNN, OpenCV augmentation, and a B-box label tool

Technology

YOLO CNN, OpenCV

Value Delivered

  • Reduced the overall document ingestion time by more than 80%
  • Reduced costs by 90% by substituting the conventional scanning process with Nitor’s AI-based solution
  • Achieved object recognition accuracy of nearly 90%
  • Reduced manual effort almost to zero

Product Engineering

A leading SI company (US$ 4.2 billion) offering financial solutions and services to diverse industrieswanted to build an online subscription based solution that would enable users to gain insights and visibility into their finances from QuickBooks Context Customer wanted to build an application that would fetch financial information from their QuickBooks accounts and present the information in form of Report and Dashboards.Further the customer wanted to extend the solution on multiple platforms such as mobile etc. in phased manner. Nitor Approach Design and architecture: Nitor SharePoint architects designed the entire solution on SharePoint online. Nitor designed the .NET WCF Service to fetch the data from the MySQL DB with following features/functionalities

  • Login Screen
  • Invoice Module
  • Bills Module
  • Cash Module
  • Administration Module

Results Nitor architects developed scalable solution for multiple platforms. Nitor developed various predefined reports and dashboards that depicted the financial health and enabled users to gain insights and visibility into their finances from QuickBooks
Technology

  • ASP.NET , HTML5, JQuery, HighCharts
  • Outlook Add-in, DevExpress
  • Mobile App – Cross platform using PhoneGap and JQuery Mobile
  • Cloud Platform – MS Azure

Our customer is an ISV offering HR products and solutions on diverse technology platforms across APAC region Context Customer wanted to develop an innovative on premise and hosted HR solution to address the complex HR needs. Following are the modules targeted:

Core Modules

  • Recruitment
  • Employee Master
  • Organization
  • Structure Self-Services
  • Performance Management
  • Employee Separation
  • Policy & Procedure
  • Time & Attendance

Surrounding Module

  • Health & Safety
  • Career Planning
  • Grievance Handling
  • Transfer
  • Disciplinary Action Management
  • Helpdesk
  • Succession Planning

Nitor Approach

Customer wanted to develop an innovative on premise and hosted HR solution to address the complex HR needs

Nitor’s HRMS specialist team of Business Analysts,Solution Architects & Technical Analysts worked extensively with customer and came up with product backlog, technology roadmap and release management plan

The Architecture team conceptualized the architecture of the entire solution leveraging MS Azure as the cloud platform

Nitor development team comprising of 12 engineers worked in Agile Scrum based methodology for a year and delivered the product in iterative manner

Nitor Support team maintained the entire application and handled L2 and L3 cases

Results

Automation of HR functions improved productivity and also reduced paperwork

Effective management leading to operational efficiency

Effective Dashboards enable easy and effective decision making

Technology

  • .NET, MVC 4.0
  • AngularJS, CSS 3.0
  • Twitter Bootstrap Framework
  • HTML5, Highcharts
  • Web API
  • Cloud – MS Azure
  • Mobile – Native iOS, Android, Windows

Data Engineering (Business Intelligence)

A US$ 4.2 billion IT company of NTT DoCoMo, Japan, wanted to realize self-service Business Intelligence (BI) and monitor enterprise performance.

Context
The company required a robust reporting framework with role-based Business Intelligence (BI) and Enterprise Performance Management (EPM) systems to help its 25,000 employees serve clients across 20+ countries. In addition, data residing in multiple sources in the SAP Enterprise Resource Planning (ERP) system had to be integrated into a centralized data warehouse.

Nitor Approach

Planning:
Our business analysts identified core business issues by analyzing existing systems and defining requirements.

Design: We created a scalable architecture based on Service Oriented Architecture (SOA) and the Microsoft enterprise technology stack.

Development: Our team developed ETL automation packages, a reporting engine with 200+ report formats, and Online Analysis Processing (OLAP) cubes for data analysis and complex reporting.

Deployment: We delivered the Microsoft SharePoint-based self-service BI portal with dynamic scorecards and dashboards.

Results
Flexible reporting: Our enterprise-class data management and business intelligence solution integrates diverse data sources for user-specific reporting and decision-making.

Accuracy: Automated processes eliminate errors and minimize the time to generate reports.

Technology
Microsoft SQL Server 2008 R2 Business Intelligence Suite, including SQL Server Integration Services (SSIS), SQL Server Reporting Services (SSRS), and SQL Server Analysis Services (SSAS)

  • Microsoft SharePoint Server 2010
  • Microsoft Performance Point Services 2010

A US$ 2 billion global information services company wanted to use its existing SharePoint Server 2010 environment to gain Business Intelligence (BI) for its finance and operations departments.

Context
A customized reporting framework was a business imperative for efficient data administration of backend SAP ERP applications and information management systems.

Nitor Approach
Design: Our specialists evaluated data services to develop a BI solution on SQL Server 2008 R2. We defined role-based metrics and created a repository with 500+SQL Server Reporting Services (SSRS)-based report templates.

Development: We developed a reporting framework using SSRS to manage the reporting lifecycle, including authorization and distribution.

Implementation: The security framework layer of our self-service BI solution enables role-based access to data and reports. Online Analysis Processing (OLAP) cubes analyze data across dimensions.

Results

Delivery: We rolled out the reporting framework and production class reports in less than 12 weeks.

Efficiency: Our robust reporting engine unified data for prompt decision-making.

Technology

  • Microsoft SQL Server 2008 R2 Business Intelligence Suite, including SSRS and SQL Server Analysis Services (SSAS)
  • Microsoft SharePoint Server 2010

A US-based technology firm that helps Fortune 500 companies implement Business Intelligence (BI) systems needed an ad hoc reporting tool.

Context
A Business Intelligence (BI) framework was required to integrate diverse databases of the existing Online Analysis Processing (OLAP) methods for analytical reporting.

Nitor Approach

End-to-end service: We supported the development lifecycle – from product ideation, requirements planning and SOA-based architecture development to coding, product testing and package deployment. We used Install Shield for product packaging.

Customization: Our experts createdvarious application modules to integrate data sources. We incorporated a drag-and-drop functionality to improve reporting, and charting capabilities for advanced data visualization.

Results

Compatibility: Our ad hoc and reporting tool complements the user management and security framework.

Scalability: Our reporting solution scales up with the BI requirements of the company.

Technology

  • Microsoft ASP.NET
  • MicrosoftSQL Server 2008 R2
  • Microsoft Silverlight 4.0

Business Quality Assurance (Testing)

A leader in search technology engaged Nitor to undertake testing of its marquee product.

Context
The work-in-progress product was built on Microsoft SharePoint and Fast Search platforms for content sharing and collaboration. Our team employed Build Verification Testing (BVT) to test content discovery and retrieval functionalities.

Nitor Approach

Planning:

Nitor QA team members worked closely with their counterparts for BVT, automation and regression testing.

Methodology:

Our team adopted the SCRUM framework to manage unknown variables of the project.

Designing and coding:

Our Subject Matter Experts (SMEs) and QA lead created a hybrid automation framework using the Microsoft Test Professional Coded UI Testing Automation tool.

Integration:

Our testing professionals mapped automation scripts with manual test cases for traceability in Microsoft Test Manager. The entire build process was automated for seamless integration into the Continuous Integration (CI) environment.

Execution:

Our team used BVT in the CI environment and regression suite in the Sprint cycle before product launch. Training: Our QA team shared knowledge about automation testing with the QA professionals of the client.

Results

Future-proof:

Our QA team automated more than 150 test cases covering 650+ scenarios by adopting Data-Driven Testing (DDT).

Time-to-market: Our approach reduced the regression testing effort for future builds and enabled the client to launch products ahead of time.

Technology

  • Microsoft Office SharePoint Server 2010
  • Microsoft SQL Server 2008
  • Test Case Management Tool
  • Defect Tracking System
  • Automation tool: Microsoft Test Professional

A Microsoft Office SharePoint consulting company partnered with Nitor to test the meeting management application of its flagship product.

Context
The application offers tools to organize, schedule, manage, and archive meetings. Our team tested the application to ensure enterprises gained a 360° view of meetings and realized benefits of implementing Microsoft Office SharePoint.

Nitor Approach

Planning:

Our QA team created functional documentation via user stories. Methodology: We adopted the SCRUM framework to manage various phases of the project.

Test cases:

Our QA team documented all test cases based on user stories during Sprint cycles.

Execution:

We executed functional test cases during Sprint cycles and undertook manual functional regression testing at periodic intervals till product launch.

Compatibility:

Our team ensured the application was compatible with various versions of Microsoft Windows SharePoint Services (WSS) and Microsoft Office SharePoint Server (MOSS), diverse web .

Browsers:

Internet Explorer 8 & 9 and Mozilla Firefox 10.0.2, and successive versions of Microsoft Outlook.

Testing:

We created a license key from a third party tool for license and installation testing.

Results

Robust:

Our QA team undertook functional testing of components to ensure stability of the application. We also performed license and installation testing for a user-friendly experience.

Error-free: Our engineering team executed 350 test cases and rectified more than 200 defects. We undertook end-to-end testing and unit testing of web services using Soap UI.

Technology

  • Microsoft Office SharePoint Server 2007 & 2010
  • Microsoft .NET 3.5
  • Microsoft Outlook 2007 & 2010
  • Test Case Management Tool
  • Defect Tracking System
  • Soap UI 4.0.1

Business Quality Assurance (Testing)

Our client is leading organization who has developed web base as well as mobile fitness apps for their users. The fitness applications are used to capture the real time data throughwearable device and track your cardio activity using different sensor technology and provide real time data on several vital information of an individual. This application also displays avarious reports related fitness level.

Context

Business Need:

  • To develop a web and mobile application to showcase the end user’s vital stats like Blood pressure, pulse rate, heart rate, cardio activity details, calories burned etc. Mobile application integrates with wearable device and captures the data for vital stats. The end user can access the real time information through web application or mobile application.
  • The application not only captures the end user’s vital stats but also notify the end user about any abnormality (E.g. For any end user BP count goes too high above the normal range then end user will receive a notification for the same).
  • User can track his walking/running path which is captured by GPS on to mobile/web application. User can track the calories burned for each cardio activity.

Nitor Approach
Develop a web and mobile application which is integrated with wearable device and displays vital stats like BP, pulse rate, heart rate, Calories Burnt etc. It also generates various reports and dashboards.
Nitor Product champions (UI/UX, BA, Technical Architects) brainstormed with customer team and came up with different user stories and mockups for web and mobile.The Architecture team conceptualized the architecture of the entire solution leveraging MS Azure as the cloud platform.
Nitor development team comprising of 7 engineers worked in Agile Scrum based methodology and delivering the product in iterative manner.
Nitor Support team maintained the entire application and handled L2 and L3 cases.

Results
End user can view real time data corresponding to different activities Application displays the various activity detail to end user like walking/running Mobile application can integrate with different type of wearable devices

Technology

  • .NET, MVC 5.0
  • AngularJS , CSS 3.0
  • Twitter Bootstrap Framework
  • HTML5 (Chart.js, jquery.circliful)
  • Web API Cassandra (NoSQL)
  • BLE simulator
  • Native Mobile App
  • iOS, Android, Windows

A leading Systems Integrator (SI), a turnkey solutions provider for the manufacturing industry, partnered with Nitor to develop a mobile application for Apple devices.

Context

The SI sought a mobile solution for its client, a US$ 3 billion automotive component manufacturer. The company’s supply chain required procurement from suppliers to be aligned with in-house manufacturing of auto components. Nitor developed an iOS mobile application to provide executives with real-time enterprise data related to the process, production, maintenance, and compliance of components on their iPhones and iPads.


Nitor Approach
Monetizing data:

Real-time access to data about component supply, inventory status, production, and sales ensured that the company eliminated revenue leakage and increased production of automotive components.
Informed decision-making: The user-friendly application streamed data to stakeholders based on user profiles, enabling strategic decisions regarding operations and production.

Technology

  • iOS 4.0
  • Xcode
  • Cocoa Touch framework
  • Objective-C
  • XML parsing

A financial services company in North America offering bespoke products sought a mobile application to supplement its financial advisory portal for customers.

Context

Nitor developed Apple and Android applications that aggregated financial data from diverse sources, provided analysis, and offered a portfolio snapshot on mobile devices of customers.
Our design and UX team developed user-friendly mobile applications enabling customers to monitor the performance of their portfolio and access relevant information for buy, hold or sell decisions.

Nitor Approach

Nitor Approach Asset allocation:

Our mobile applications enabled customers to create a watch list and monitor assets in their portfolio.Users were empowered with contextual information, and current trends and expert recommendations based on their watch list.


Model portfolios:

Our applications helped customers create portfolios based on asset preference and risk profile.Data about financial trends and recommendations from experts enabled users to make informed investment decisions.

Technology

  • iOS ecosystem
  • iOS 4.0
  • Xcode
  • Cocoa Touch framework
  • Objective-C
  • XML parsing

Cloud Services

A leading ISV (5+ mn USD revenue) with focus on online physical warehouse management services for its customers

Context

Business Need:

  • Our customer had an existing computerized physical warehouse management system that was implemented at multiple customer locations and was serviced from central location.
  • The distribution of new updates and managing the core application was a challenge. In addition, the database and other application components could have been optimized for computing infrastructure making it multi-tenant.
  • Hence customer was looking out of competent partner who could help them to migrate the existing solutions in phased manner on to cloud.

Nitor Approach
Nitor recommended Microsoft Azure for migrating the application after studying the architecture and framework of existing solutions and usage by customers

Results
Based on the study Nitor developed SOA-Multitenant SaaS based Architecture design and successfully migrated the application

Technology

  • Microsoft Azure