The Animal Genetics customers currently order forms and kits downloaded in PDF or Word format through the AG website. Each customer will have to fill up multiple information repetitively or submit numerous documents, which would be a hassle to track. The customers would send emails or make calls to follow up on the tests or kits they ordered.
Animal Genetics’ existing technology was outdated and slow, hampering experience and service quality for both back-office staff and customers. AG needed to improve on the scalability of its infrastructure automation to reduce the time spent between processes.
Here are some of the key challenges:
- Outdated infrastructure housing millions of records backed by an extensive desktop database.
- Inefficient manual processes for paperwork and essential business functions like accepting and processing payments.
- Dated customer service and experience due to architecture limitations.