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Dah Chong Hong Leverages the OutSystems High-Performance Low-Code Platform to Transform Electrical Appliance After-sales Services and Customer Experience

The new custom-built DCH Toolbox Service Platform - DigiFix leverages the OutSystems platform to streamline electrical appliance after-sales service workflows for customers and DCH staff

Leading Asian distributor, Dah Chong Hong Holdings Limited(“DCH”) has partnered with OutSystems, a global leader in high-performance application development, to transform electrical appliance after-sales services via a custom-built platform DCH Toolbox Service Platform - DigiFix. The platform has automated overall service processing time, providing greater flexibility and visibility for customers, staff and management by centralising communication on a single field service portal.

DCH’s operations extend across 13 Asian economies and cover a wide range of product categories including motor, food, healthcare, electrical and fast-moving consumer goods (FMCGs). Before deploying the OutSystems low-code platform, data and service details were managed independently by separate business units, with each business developing customised applications to handle unique requirements. To strengthen visibility and drive synergies while maintaining necessary flexibilities, DCH has prioritised system modernisation and integration across the organisation.

Transforming the Electrical Appliance After-sales Service Experience for Customers and Employees

One of the key processes that DCH aimed to enhance was its customer after-sales experience for electrical appliances.

Leveraging OutSystems low-code capabilities, the IT department developed the DCH Toolbox Service Platform - DigiFix, a field service portal and mobile app centralising communication among customers and DCH team members. The platform simplified customer experiences and internal workflows, offering greater flexibility and visibility. Customers can now book and change repair appointments online at their convenience. Enhanced workflows have accelerated the service process and streamlined technician communication. Moreover, customers can use digital payments and share feedback directly on the platform.

The benefits brought by DigiFix include:

  • Increased efficiency in roster management - Technician reassignment has been automated and can now be rescheduled within two days.

  • Reduced customer visits - Technicians have greater visibility into customers’ needs and can easily prepare the appropriate tools and spare parts in advance, reducing the need for multiple visits.

  • Better reporting and communication - Technicians can report the project status to a tablet device, streamlining communication between back office teams and customers.

  • Faster invoicing and billing process - DCH Toolbox’s digital payment capabilities have helped fast-track the invoicing and payment process.

“Building the DCH Toolbox Service Platform – DigiFix on OutSystems was a game changer in our service. The low-code platform enables us to customise our portal and connect systems across cloud platforms,” said Alan Chung, Chief Information Officer, Dah Chong Hong. “DigiFix redesigned the entire customer after-sales service process for better overall customer experience while giving our teams and management the visibility and flexibility they need. Our developers appreciate the agility and speed in application development enabled by OutSystems.”

Figure 1: Technicians can see their assignments through DigiFix

Figure 2: Technicians can report the project status via a tablet device

Figure 3: DigiFix helps fast-track the invoicing and billing process

The digital transformation continues

In addition to DCH Toolbox Service Platform - DigiFix, Chung’s team also redeveloped the IT systems that support the company’s management. They developed a new HR & finance portal, and replaced existing ITSM and internal workflow systems with OutSystems-built solutions.

Chung continues to leverage the OutSystems high-performance low-code application development platform to accelerate the digital transformation journey of DCH across the company’s subsidiaries. With OutSystems low-code capabilities, DCHBI provides consulting and implementation services for cloud-based solutions and application development, helping companies in Asia streamline operations, grow and stay connected. They are now an OutSystems registered partner, offering services to 100+ customers in Greater China, APAC and EMEA with 400+ successful projects delivered.

"A high-performance low-code development platform enables businesses with a complex organisational structure like DCH to modernise and integrate their IT systems without compromising management visibility or business divisions’ flexibility," said Mark Weaser, Vice President for Asia Pacific, OutSystems. "Gartner forecasts that 70% of new enterprise applications will be developed using low-code/no-code technologies by 2025. As a Gartner-recognised leader in enterprise low-code applications, we would like to help businesses transform experiences for customers, staff and the management team with excellent flexibility, agility and speed in application development.” DCH ToolBox, formerly known as Gilman Group's ToolBox brand, is a one-stop shop for home appliance services in Hong Kong. Established in 2009, the brand has evolved to become DCH ToolBox, providing comprehensive installation, inspection, maintenance, repair, and replacement services for a wide range of appliance brands.

Exceptional Customer Experience:DCH ToolBox follows a "4S" service strategy - Service Excellence, Spare Parts Management, System Support, and Sustainability. Committed to a customer-centric approach, the brand offers a remarkable service experience:

  1. "Body Check" for Appliances: The brand has a team of professional service ambassadors who conduct in-home inspections and educate customers on proper appliance usage, helping extend the lifespan of their devices.

  2. Onboarding Support for New Homeowners: For new property developments, DCH ToolBox provides a "Welcome Kit" with QR codes that allow customers to access user manuals and track their appliance information. The brand also offers a "Home Inspection Program" to visit new homes and guide customers on optimal appliance usage.

Digitalized and Automated Services:To enhance efficiency and convenience, DCH ToolBox has introduced several innovative digital solutions:

  1. Online Repair Scheduling: Customers can now book maintenance and repair services 24/7 through the brand's online platform, which also offers product registration, warranty extension, and real-time price quotes.

  2. DigiFix Platform: Developed in collaboration with Outsystems, this system automates the repair service workflow, including technician assignment, tool and parts selection, status updates, and digital payment.

Sustainability and Circularity:

DCH ToolBox promotes a "3R" (Recycle, Reduce, Reuse) principle, implementing a "Product Life Cycle System" to encourage recycling, refurbishment, and reuse of appliances. The brand also partners with the government's "Four Electrical, One Computer" recycling program to ensure responsible disposal and recycling of eligible appliances.

By combining exceptional customer service, innovative digital solutions, and a sustainable approach, DCH ToolBox has positioned itself as a trusted and comprehensive home appliance services provider in Hong Kong. The brand's focus on enhancing the customer journey through O2O (Online-to-Offline) integration and value-added offerings sets a new standard in the industry.

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