Dah Chong Hong's Digital Transformation: Streamlining Operations and Enhancing Customer Experience
Technology Category
- Platform as a Service (PaaS) - Application Development Platforms
- Sensors - Electrical Conductivity Sensors
Applicable Industries
- Electrical Grids
- Electronics
Applicable Functions
- Maintenance
- Product Research & Development
Use Cases
- Inventory Management
- Personnel Tracking & Monitoring
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Dah Chong Hong (DCH) is a leading trading and distribution company based in Hong Kong with over 70 years of experience. The company has a workforce of 16,000 employees and operates in 13 Asian markets. DCH provides goods and services through five primary business units, including motor, food, healthcare, electrical appliances, and logistics. The company's IT team, led by Chief Information Officer, Alan Chung, comprises around 230 specialists serving the different business units.
The Challenge
Dah Chong Hong (DCH), a Hong Kong-based conglomerate with a presence in 13 Asian markets, faced the challenge of integrating IT systems across its five business units. The company's IT landscape was highly fragmented, with each unit developing its own applications tailored to its unique challenges. This resulted in distributed and inconsistent data that was slow and costly to consolidate. The company also relied heavily on paper-based processes. The management needed a centralized view of processes across the organization to make informed decisions and respond to market changes on time. One of the processes that needed improvement was the electrical appliance repair service, which was highly manual and inefficient, involving phone appointments, onsite cash payments, and a complex billing procedure that took about a month to complete.
The Solution
To address these challenges, DCH adopted OutSystems in 2021, a flexible and agile application development platform. The company developed the 'DCH Smart Toolbox App - DigiFix', an end-to-end electrical appliances customer and field service support platform. This platform transformed the customer and management experiences by automating the communication between customers, technicians, and DCH staff. Customers could now place bookings, get quotes, and request after-sales service online. The platform also provided real-time access to all the information needed for the staff to work efficiently. In addition to the DigiFix platform, DCH used OutSystems to replace legacy workflow systems while standardizing and improving processes. These included a new digital workspace, a new HR & finance portal, and internal workflow systems that replaced legacy Notes Domino applications.
Operational Impact
Quantitative Benefit
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