Empowering Support

One of the largest Fortune 50 hi-tech companies in the world with more than 8,000 products in over 1,000 categories, they needed to provide support to businesses and individuals the world over. They chose PopcornApps to re-engineer its support processes and online knowledge base, and we delivered a powerful enterprise solution built on Salesforce.com. The implementation of the online knowledge base serves customers directly through the global Support Website as well as agents in their worldwide contact centers.

Process Re-engineered

We customized the Salesforce.com Service platform to meet their unique needs of providing document and knowledge management across the business. Serving up brochures, FAQ, Self Help guides, technical specifications, and much moral; our implementation of Salesforce enables support functions and self-service websites to seamlessly access all product knowledge assets within their portfolio.

Many Clouds · One Service

With asset information residing on multiple asset management systems on disparate public and private cloud solutions, we created a unified solution by implementing an all-encompassing Cloud-based service bus which orchestrates the authoring, management, and delivery of content across channels and platforms.

No Limits

The Knowledge Base programme presented unique challenges to solve. From extending the 500 category limit on Salesforce to making several other modifications to core systems, we architected and deployed a future proof solution that allows them to scale and upgrade its implementation without being encumbered by the modifications to the core platforms.

Migration & Deployment

Once we had the new platform in place, we were faced with the daunting prospect of migrating giant document libraries from the older source platforms. With the use of widgets and automation, we successfully migrated and deployed over 15,000 assets in 8 different languages to the new platform.

Entertainment Omnibus

Go90 was Verizon's lateral route to broadcast rich media content to its subscribers. The go90 app-enabled these subscribers to watch, cut and share the digital content. PopcornApps was selected to develop the home of the go90 offerings and integrate the go90 support assets to the backend support activities.

A collage of entertainment content

With a plethora of content available to be showcased on the gateway site of Go90, we helped to implement the meta-structure on Drupal-based content management system to show up the trendy go90 website for Verizon explaining the services, features and support information.

Salesforce at its best

Visualforce platform by Salesforce was stretched to its limits and customized to provide a visually appealing and responsive support pages for the user community. This was also provided by integrating the end user feedback management process into the salesforce based reporting.

Always accessible content

The process of users sharing content with friends on the social network was used as entry point for new users to view the content. If friends do not have the Go90 app then it can be viewed on the website where it can push the suggestion to download the app as well.

Simplifying the complexities

The process of users sharing content with friends on social network was used as entry point for new users to view the content. If friends do not have the Go90 app then it can be viewed on the website where it can push the suggestion to download the app as well.

Journey Planning with Bots

Artificial intelligence (AI) is set to transform the transportation services industry. Conversational AI solutions will be leading this transformation as they leverage both mobile and messaging, the two mainstays of our always-on, connected world.
Indian Rail Add Indian Railways bot to your  Add Bot to Skypeor Facebook Messenger

Audience

Millions of passengers who use Indian Railways. The Indian Railways (IR) operates trains on 66,000 kms of track to carry its 23 million passengers (per day) to 7000+ destinations across the country.

PopcornApps has been making efforts to accelerate AI-led digital transformation in different industries. As part of which, we looked at how AI solutions can help Indian Railways provide on-demand engagement plus a superior customer experience to its passengers.

The Opportunity

Passengers need information on schedules, fares, platform allocations, etc. besides online ticketing services to plan their journeys. IR provides access to both information and ticketing services via digital support channels (contact center, app, website) and offline support channels (help desk, platform staff, electronic departure screens).

Still, the travel planning experience is not as simple and convenient as it should be. We believe growing app fatigue, poor UX of the ticketing site on mobile, and rising popularity of messaging apps offer an opportunity to enable better efficiencies, experiences, and engagements for train travelers. Something chatbots can accomplish.

With bots, user adoption is a non-issue. Over a billion people already using messenger apps will be able to access them easily. Growing app fatigue too works in bot’s favour. Given the scenario, adding bots to the existing customer support mix will soon be essential.

The Solution

The solution must offer a simpler, more engaging UX than one currently delivered on site/app. And, we believe Chatbots are ideal. They can deliver engaging and personalized travel experiences to millions at an affordable cost. Mobile and Messaging are the most popular technologies today. And, chatbots lie at the confluence of these two platforms.

We proceeded to act on our belief. We leveraged our expertise in AI and Microsoft technologies to build a powerful Chatbot. Our intent was to demonstrate to Indian Railways Community how chatbots deliver a more immersive and engaging travel experience while positively impacting the entire IR system.

The Potential Impacts

The bot is currently active. Over 20k users have already interacted with the IR chatbot since its launch in late 2016 and the usage is showing month-on-month growth. The potential audience for the chatbot is a whopping 23 million passengers/day.

Most of these commuters already seek information and ticketing services via desktop or mobile channels as is seen from the 1 million+ visits the ticketing site receives daily and the 5 lakhs+ tickets booked on the portal each day.

Roadmap for the Future

We will seek a partnership with Indian Railways to enable more self-service use cases and to reduce the need for a handover to other ticketing/support channels to fulfil user intent (example, enabling bookings with Facebook payments).

We will also define and track KPIs for each defined user intent. By tracking KPIs, we will uncover errors and optimization opportunities that will help us keep our chatbot on track for success.

Travel planning with bots

Your Daily Commute Is About To Get Better

Artificial intelligence (AI) will soon transform the transportation services industry. Conversational AI solutions are going to be at the forefront of this transformation as they embrace the most popular technologies of our times: mobiles and messaging.

Customer Profile

Millions of passengers who use UK Rail services.UK National Rail is a public transportation services giant operating over 19700 passenger trains on 21000 miles of track to ferry over 2.5 million passengers each day to 2500+ destinations in the UK.

PopcornApps has been making efforts to accelerate AI-led digital transformation in different industries. As part of those efforts, we looked at how AI solutions can help UK rail provide on-demand engagement that dramatically improves the user experience for passengers.

The Opportunity

Several UK Rail passengers look for information on schedules, fares, train status updates, delays, and platform allocations. The network enables access to such information via digital support channels (contact center, app, website) and offline support channels (help desk, platform staff, electronic departure screens).

However, travellers experience frustration in getting info offline. For example, they have to rely on electronic departure screens for information on platform allocations. Clearly, customer experience on these channels needs improvement on both ease-of-use and engagement fronts. And, chatbots can accomplish that.

With bots, user adoption is a non-issue. Over a billion people already using messenger apps will be able to access them easily. Growing app fatigue will also work in the favour of bots. Given the scenario, adding bots to your customer support mix will soon be essential.

The Solution

Clearly, the travel planning and commute experience for Network Rails passengers can be simpler and more convenient. We think advances in AI and the rising popularity of mobile and messaging apps present an opportunity to add a more engaging and efficient digital support channel to the UK Rail customer service mix.

We went ahead and leveraged our expertise in AI and Microsoft technologies to build a powerful AI-driven chatbot solution. Our intent was to demonstrate to the UK Rail community how chatbots deliver a more immersive and engaging travel experience while positively impacting the entire Network Rail system and stakeholders.

The Potential Impacts

The UK Rail bot is currently in beta testing with a limited number of users and is set to go live soon. Once it is live, the potential impacts for both the UK Rail network and its passengers are huge.

Better Productivity: Chatbot deployment will increase contact center staff productivity and decrease support costs as simpler requests will be met through self-service allowing agents to focus on servicing complex requests.

More Engagement: More importantly, Chatbots will dramatically improve the customer experience. Passengers can hereafter plan their journey from the messenger app by exchanging a few simple text messages with the bot.

Greater Convenience: Also, passengers that use bots won't have to rely on departure screens for allocation information. The bot will send an alert with the platform allocation and departure time minutes before their scheduled journey.

Roadmap for the Future

We will seek a partnership with UK Rail to enable more self-service use cases and to reduce the need for a handover to other support channels for fulfilling user intent.

Furthermore, we will define and track KPIs for each user intent and look for errors and optimization opportunities to keep the chatbot on track for success.

We believe the going further, the UK Rail chatbot will inspire others in the travel services sector to adopt conversational AI for a superior customer experience.

Perfect Weddings

EverAfter.com provides a one-stop shop to help couples find, plan and buy their dream wedding. From researching venues, customizing packages and managing the event, EverAfter.com provides it all. Behind the scenes, scores of registered suppliers and vendors work to make weddings possible. From the layout of the venue, catering and entertainment down to the color of the ribbon on the wedding cake, every detail is planned, coordinated, managed to make the perfect wedding a reality. With its business growing at an unprecedented scale, EverAfter turned to PopcornApps to develop the next generation of systems that run their business.

Marketplace

We brought together wedding planning, event logistics, travel and honeymoon destinations onto one platform as a marketplace for all vendors. Using the Perfect Match™ platform from EverAfter.com, which Popcornapps built; couples, venues, and staff can manage every aspect of the wedding down the finest detail. Planners define and design the wedding and everything it, vendors bid for and are selected to provide products and services for the hundreds of different items needed for the wedding, the couple or their agents approve arrangements and manage the budget. The Perfect Match marketplace is the ultimate one-stop solution for wedding planners.

Uncharted Territory

The legacy platforms at EverAfter posed a major challenge to the development of the marketplace platform. Legacy technologies, custom processes from several years ago, and little or no documentation meant that every requirement and every user interaction need to be done grounds up. We were in hitherto uncharted territory. Using the Popcornapps approach of user journey driven process and system mapping, we put the architecture and process blueprint in place. We then implemented the complete solution on SaaS platforms. Using Salesforce.com for sales and marketing, Sugar CRM for vendor management, and NetSuite as the business backend, our teams developed and deployed a seamless solution that is accessed through a simple and elegant user and administration interface.

100% Cloud

Great experiences are driven by great platforms. Faced with the need to migrate all of the supporting legacy systems to newer technology, we chose to go with a 100% Cloud-based approach. Starting with CRM on Salesforce.com, we built Vendor and Supplier Management on Sugar CRM and finally implemented the complete back-office ERP and supporting functions on NetSuite. In the process, we have helped EverAfter build their business on a best of breed solution, that is easy to manage and will scale with their business.

Happy EverAfter

The PopcornApps implementation of Salesforce.com, SugarCRM and NetSuite gives EverAfter a massive competitive advantage in providing their customers with the highest levels of service and importantly the ability to constantly view the progress of their wedding arrangements. Advanced sales and marketing capabilities make segmenting, targeting, personalization and conversion a breeze. A full-fledged marketplace brings together thousands of suppliers in over 100 categories of products and services. A complete ERP and back office solutions make enterprise planning, resource and financial management, supplier management, and management reporting easier than ever before. A global leader in the Weddings business - Happy EverAfter.

Interactive Retail

Microsoft's retail partner development programs are constantly finding new ways to create better customer engagement across Microsoft Stores and 3rd party retailers. With a view to providing retail store staff with the latest information and advice on products, layouts, trends, and offers; Microsoft selected Popcornapps to develop a mobility solution for store staff that would help them provide the greatest customer interaction possible.

Mobile In Store

Using Bluetooth, NFC, QR code and contactless sign-in capabilities of smartphone and tablet devices, the Microsoft Retail Experience app creates a virtual layout of the store environment where physical tags lead the user to digital touchpoints on the app. Users can scan items to see more information, and search for items on the app to find them in store. Interactive layouts provide detailed store guides for staff to setup their shelves and displays per recommended guidelines.

Flexible Layouts

Store layouts and product display is a complex science. Using the app staff are able to adapt their physical layouts, as well as alter layouts to receive dynamic recommendations for best positioning and reach.

Syndicated Content

Videos, product reviews, service information and supporting material are all made available through a single interface. Users can pull up any and all information available for a product; including pricing, bundling, offers, availability, and promotions to provide customers with answers to every question.

The Office Group

With the best locations, beautifully designed buildings and an unbeatable level of service, The Office Group (TOG) attracts London’s finest start-up businesses and established corporations alike. With a view to engage and connect the rich and varied talent within their 30 buildings, TOG goes the extra mile to create a sense of community and the opportunity for interaction within its physical spaces.
From events and workshops to parties and impromptu fun; being a TOG member has some amazing perks.

Explore

Who was that person I met at lunch yesterday?
Where can I find a graphic designer?
What best practices should I follow for information security?
How do I increase the reach of my network?
Can the community give us some feedback on our new website?

These are all questions that are asked at TOG every day.
In response, PopcornApps created a series of initiatives to help TOG extend their award-winning office experiences into the Digital space.

Engage

PopcornApps developed the TOG Community App which brings together 12,000 TOG members with over 50,000 unique skills across 30 different locations.

The app includes a social media styled directory to explore people and their skills, a global search feature to find exactly what a member is looking for, a connect and chat feature to reach out and communicate, and a benefits and promotions section where members can avail of scores of TOG benefits and promote their own offers.

Experience

The app offers TOG endless possibilities in engaging their community and helping each and every member discover the joys and benefits of working in a TOG space.

Through this mobile platform and the underlying CRM capabilities, TOG can now deliver a whole range of new experiences that connect their physical real estate with digital lives of their clients.

Beauty Entourage

Beauty Entourage is a leading specialist styling and make up provider. For over 10 years, Beauty Entourage stylists have provided services to individuals and groups at weddings; catering to a discerning clientele and delivering the highest levels of consistency and reliability in the business. With demand for their stylists growing and bookings coming in from all of the U.S.; Beauty Entourage tasked PopcornApps with providing a solution that could run their business.
The answer was a solution that allows their clients to describe their desired styling and book appointments, matches customer orders with stylists, helps stylists manage their appointments, and gives the Beauty Entourage management team the perfect visibility and control over their business.

More Than Skin Deep

Using a slick mobile app to collect details of client's location, profile, physical attributes, desired style, and individual preferences; we use a clever matching algorithm to find available stylists that are best suited to deliver that fabulous look. Whether it's for the bride, the bridesmaids, or the guests; clients can select an artist of their choice and make a booking in a few simple steps. Booking for a group? No problem! We take everyone's preferences to give you best options for stylists and artists that match your needs.

Work On The Go

With hundreds of weddings and events across different venues and cities, Beauty Entourage stylists and artists have a demanding schedule. Using the very same app used by their clients, artists and stylists are now able to take appointments, view their calendar, and review their client's preferences on the go. Once their assignments are completed they can 'cash out' their clients by accepting payments through the app; paying individually, as a group, split or share the bill; the app caters for it all.

Single View Of The Business

Using a responsive web based platform we give the Beauty Entourage management team the ability to veiw and manage the business in real time. From client bookings, to artist schedules, billing, and feedback; it all comes together in a sleek interactive dashboard.

Mobilizing First Response

American Medical Response, Inc. (AMR) is a medical transportation company in the United States. Catering to 3 million emergency and non-emergency patient transports in 40 states each year, AMR employs more than 18,000 paramedics, Emergency Medical Technicians, nurses, doctors and support staff. Working in some of the most high pressure situations possible, AMRs first responders needed a mobility solution that would improve the accuracy and effectiveness of their work, while simplifying their processes and reducing their reporting overheads.
PopcornApps developed a single end to end iPad based solution that allows AMRs First Responders the ability to collect information, lookup and refer medical records, find recommended treatments and submit their field reports.

Front Line Efficiencies

Regulation and good practice require that meticulous records be maintained of all activities engaged in by a response unit. The systems that support AMR operations represent a complete ecosystem ranging from 911 dispatch coordination, vehicle management, crew management, patient records, to health care provider and insurance agency integration. PopcornApps undertook the development of the field facing mobility app and its integration into the AMR backend.

Usable Experiences

Visible and unobtrusive validations are at the core of the design strategy. Users can spot the errors in their forms without the annoyance of interfering alerts. The navigation adds grace to the app by providing options to go by, a pre-defined flow or staggered to enter information as and when it is attained on incident site. The form elements reduce typing and use tap to select options to reduce the time taken to record observations.

Complete Ecosystem

All elements of emergency response including the procedures, workforce, patient, medicine, insurance, and process rules were brought together on an iPad providing first responders with one single data collection and reporting touchpoint. The app integrates into a backend with over 40 different systems from 911 dispatch, hospitals and care providers, social security, police and law enforcement, and insurance providers.

Life Critical

The solution from PopcornApps needed to be life critical, with no room for system or user error and provide multiple levels of resilience and redundancy. The app mimics the typical approach and workflow of a first responder, whilst allowing the responder to take any path to completion of the task. The solution provides extensive caching and asynchronous data transmission capabilities to withstand unreliable networks and be resilient to the uncertain usage flows. With more than one paramedic on site, the data can be exchanged and synced between devices just as paramedics would share tasks in real-world scenarios.

Workforce Productivity

Gilead Sciences is a leading biotechnology company which specializes in antiviral and pulmonary drugs. With more than 7,000 full-time employees, productivity and employee interaction efficiency have become increasingly important to the operations of the business. Gilead turned to PopcornApps to develop a mobile presence and interaction solution that would help meet these goals of communication and collaboration. PopcornApps developed a central employee mobility solution that allows for Gilead Sciences employees to save a huge amount of time and effort involved in finding people, contacting and collaborating with them.

Find · Contact · Collaborate

Using our intuitive app interface, employees are able to find each other by browsing departments, functions, roles, or by simply searching for someone they want to contact.

The results provide a single window for making an internal organization connection, getting contact details, checking availability and communicating via enterprise messaging and email. Cool features like scan a meeting room, or book a resource make life easier for all involved. A lot simpler and faster than your Company Address Book!

Enterprise Integrated

The mobile solution is seamlessly integrated into Microsoft Exchange and Active Directory. Updates to status, availability and contact details flow between the app and the enterprise communications backend instantly and work the other way around as well.

Collaboration assets, like meeting rooms, equipment, facilities, and locations are neatly tied in, to provide a single unified employee interaction interface. This means savings in time and effort involved in finding, contacting and collaborating with stakeholders within the organization. An elegant solution to everyday employee interactions.

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