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


The New Bespoke DCH ToolBox Service Platform – DigiFix leverages the OutSystems platform to streamline the electrical tool service operations for customers and DCH employees

HONG KONG, May 12, 2023 /PRNewswire/ — Leading Asian distributor Dah Chong Hong Holdings Limited (“DCH”) has partnered with OutSystems, a global leader in high-performance application development, to provide electronic equipment after-sales service via a customized DCH ToolBox platform to transform service platform – DigiFix. The platform features automation of the entire service turnaround time, providing customers, employees and management with greater flexibility and transparency by centralizing communications on a single field service portal.

DCH’s operations span 13 Asian economies and cover a wide range of product categories including automotive, food, healthcare, electronics and fast moving consumer goods (FMCGs). Before deploying the OutSystems platform, data and service details were managed independently by separate business units, with each company developing individual applications to meet unique needs. To increase visibility and drive synergies while maintaining the necessary flexibility, DCH has prioritized system modernization and integration across the organization.

Transforming the after-sales service experience for electrical appliances for customers and employees

One of the most important processes that DCH wanted to improve was the after-sales experience of its customers for electronic devices.

Leveraging OutSystems’ low-code capabilities, the IT department developed the DCH ToolBox Service Platform – DigiFix, a field service portal and mobile app that centralizes communications between customers and DCH team members. The platform simplified customer experiences and internal workflows and offered more flexibility and transparency. Customers can now conveniently book and change repair appointments online. Improved workflows have accelerated the service process and streamlined technician communication. In addition, customers can use digital payments and share feedback directly on the platform.

DigiFix benefits include:

  • Increased Efficiency in Roster Management – ​​Technician reassignment has been automated and can now be rescheduled within two days.
  • Reduced Customer Visits – Technicians have better insight into customer 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 project status on a tablet device, streamlining communication between back office teams and customers.
  • Faster invoicing and billing process – DCH Toolbox’s digital payment capabilities have helped speed up the invoicing and payment process.

“Building the DCH Toolbox Service Platform – DigiFix on OutSystems has fundamentally changed our service. The low-code platform allows us to customize our portal and connect systems across cloud platforms,” said Alan Chung, Chief Information Officer, Dah Chong Hong. “DigiFix has redesigned the entire customer service process to deliver a better overall customer experience while providing our teams and management with the transparency and flexibility they need. Our developers appreciate the agility and speed of application development that OutSystems enables.”

Technicians can use DigiFix to view their orders, report the project status and accelerate billing processes.

The digital transformation continues

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

Chung continues to leverage OutSystems’ powerful low-code application development platform to accelerate DCH’s digital transformation across all of the company’s subsidiaries, including Laputa Technologies (Laputa). With OutSystems’ low-code capabilities, Laputa provides consulting and implementation services for cloud-based solutions and application development, and helps companies with this Asia Streamline operations, grow and stay connected. They are now a registered partner of OutSystems and provide services to over 100 clients in Greater ChinaAPAC and EMEA with over 400 successful projects.

“A powerful low-code development platform enables companies with a complex organizational structure like DCH to modernize and integrate their IT systems without sacrificing management transparency or line-of-business agility,” said Mark Weaser, vice president of Asia Pacific, OutSystems. “Gartner predicts that by 2025, 70% of new enterprise applications will be developed using low-code/no-code technologies.”[1]. As a Gartner-recognized leader in low-code enterprise applications, we want to help organizations transform experiences for customers, employees, and the management team through exceptional application development flexibility, agility, and speed.”

[1] According to Gartner, the cloud will be at the heart of new digital experiences

About OutSystems

OutSystems was founded in 2001 with a mission to empower every company to innovate through software. OutSystems’ powerful low-code platform gives technology leaders and developers the tools to quickly build and deploy their own business-critical applications. The company’s network includes more than 600,000 community members, over 400 partners and active customers in 87 countries in 22 industries. OutSystems is “The Leading Low-Code Platform®” and a recognized leader among analysts, IT leaders, business leaders, and developers around the world. Some of the best-known brands use OutSystems to turn their big ideas into software that powers their business, their people, and the world. Learn more at www.outsystems.com.

About Dah Chong Hong Holdings Limited

Dah Chong Hong Holdings, an indirect wholly owned subsidiary of CITIC Limited (stock code: 0267.HK), is an integrated trading and distribution company operating in Asia, supported by an extensive logistics network. DCH is a leading distributor and dealership of motor vehicles in Greater China and providers of a full range of related services. DCH’s consumer business includes the manufacturing, retailing and distribution of food, healthcare, electronics, beauty and lifestyle products. DCH employs 16,000 people and operates in 13 Asian markets. Visit www.dch.com.hk for more information.