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Queplix Provides Open Source Customer Care Software to Support John Deere's Global Dealer Network
Queplix, provider of commercial open source software for customer care, has announced that its flagship solution, QueWeb Customer Care, has been in successful production for more than three years at John Deere, the world’s leading manufacturer of agricultural and forestry equipment; a leading supplier of equipment used in lawn, grounds and turf care; a major manufacturer of construction equipment and engines used in heavy equipment; and a provider of financial services and other related activities that support its core businesses.
QueWeb enabled John Deere to migrate its existing Dealer Technical Assistance Center (DTAC) from a legacy system to a web-based platform, while still preserving all customizations, core functionality, and the look and feel of its previous application.
John Deere's DTAC is used across the company's Agriculture, Construction & Forestry, Commercial & Consumer Equipment, and Power Systems divisions to support a global network of nearly 8,500 dealers, their field service technicians and Deere DTAC analysts. Users can directly track equipment trouble tickets, search for customer support history, and find documented solutions to product problems via the DTAC in multiple languages.
DTAC was originally built on the Quintus eContact software, which later became Avaya's Interaction Center (AIC) Business Application suite. When Avaya discontinued its line of business applications, John Deere sought to move the system to a more versatile and enduring web-based platform. The company also wanted the new solution to be Java-based to ensure the stability, extensibility, and longevity of the DTAC system.
"After evaluating several vendor solutions, we found that Queplix's QueWeb software best met our key requirements, and offered a platform for future growth and scalability. At the same time, its open source design meant that we could keep development and intellectually property internal to the company,' said Al Reagan, Manager of Customer Support IT for John Deere. "Another benefit of QueWeb was its ability to completely replicate our previous system on a more flexible, web-based platform - from the core functionality, to our existing data, to the user interface - making the transition for our dealers virtually seamless."
Following the successful deployment of DTAC solution, John Deere has since expanded usage of QueWeb in multiple internal and external customer-facing departments, making QueWeb Customer Care a universal solution for John Deere to utilize across its worldwide enterprise.
