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TICKETING SYSTEM
An Online Call Logging Application |
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| AF IT & Consulting Services Ltd. an Ireland based consultancy service provider required a web
based application which would enable it to manage all its clients from a central location. They
wanted to provide their clients with an online platform to log and view status of calls. The solution
developed by Icreon provided AF Consulting with an online ticketing system which included a frontend
interface wherein their clients could login and enter details regarding their queries and
problems. Back-end interfaces were developed, using which, AF IT administrators and staff could
easily track and manage these problems and queries logged by clients. An extensive reporting
module was integrated with the application. |
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| Customer
Profile |
| AF IT & Consulting Services Ltd. is an Ireland based company providing consultancy services in the
fields of IT, Internet and Telecommunications. They started operations in 2003 with the aim of
improving the business processes, of small and medium sized companies, through effective use of
technology. Some of the services offered by them include: Network design, implementation and
project management; customized IT training courses etc. |
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| Business
Requirement |
AF Consulting wanted a solution which would enable them to manage clients through a central
location. They required a web based application using which their clients could log calls regarding
their problems into a centralized database. Provisions enabling AF Consulting clients to track and
view their call status were required to be built into the application.
A support management module was required to be integrated with the solution that would enable AF
Consulting to store details about the type of support packs that clients have purchased from them.
Based on call details, support pack purchased and the time and effort taken to resolve the calls,
calculations regarding number of hours consumed and remaining within a support pack for a client
were to be made and stored for reference.
An extensive reporting module was required to enable them to generate and download reports such as Staff Performance, Call Analysis etc. |
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| An automated web based solution to facilitate call logging |
Based on AF Consulting's requirements Icreon developed an online call logging system which
includes interfaces for clients to log their calls and interfaces for administrators to view and resolve
calls logged by clients. The solution developed by Icreon, provides AF Consulting with a centralized
database where all client calls and their resolution details can be stored. Using this data stored, an extensive knowledge base can be created. Clients can access this knowledge base and search for
resolutions.
Based on support packs purchased by the customers, call details, and resolution time, automatic calculations for numbers of hours used and number of hours remaining are performed. These calculations are used to generate alerts and warnings to both Administrators as well as individual clients.
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The Call Logging System includes the following modules:
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| Administration Module |
| The administration module enables AF Consulting administrators to maintain and manage the entire
call logging application. Easy to use browser based interfaces enable administrators to perform the
following tasks: |
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User Management: Through this section, administrators can create and manage other back-end users. Administrators can assign rights to restrict a back-end user’s access to specific sections within the Administration module. |
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Customer Management: Administrators can create login ids for customer and store customer details such as name, email id, customer group, address, support pack purchased, start date of support pack, etc. Customers can use these login ids to access the front-end. |
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Call Management: With this section, back-end users can view and reply to calls logged in by customers. Interfaces enable filling in call resolution details, for each call, such as resolution date, resolution method, duration etc. Administrators can define and set call priority levels within the application. |
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Support Management: Through this section, administrators can manage details for various maintenance packs. Details for maintenance packs such as description and response time can be entered and stored in the system.
Administrators can view a list of support pack upgrade request sent by customers. Options to grant and reject the request are provided. Based on the granting of a request, the number of hours requested for is added to the customers’ support pack. |
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Report Management: A comprehensive reporting module has been developed through which administrators can download and view the following reports: Incident Summary, Incidents Resolved, Support Pack Analysis, Non Maintenance reports, Contracts Expiring and Staff Performance reports |
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| Customer Module |
| The customer module is the front end through which customers can access the call logging system and log details of their problems and queries. To access this module, customers need a login id and password, which is generated for them by the Administrator. Through easy to use browser based interfaces customers can perform the following tasks: |
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Call Management: The Call Management sub-module allows customers to log into the application and enter relevant details such as Call Title, Call Description. Customers can also tag these calls as “Priority”. The Call Logging System has been built such that it automatically pre-populates ancillary details into relevant fields; these details are fetched from information already entered into the system, by the Administrator, and for a Customer. Customers can also track the status of calls logged by them, and view its entire history. Through this sub-module, the CLS Knowledge Base can be accessed and searched by customers. |
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Support Management: Customers can view details of the support pack purchased. Details include date of purchase, expiry date, number of hours purchased, items covered etc. Alerts about the expiry of the support pack and overdue hours are provided to the customer. Through the support management module customers can also request for a support pack upgrade. |
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Account Management: Customers can view and edit details of their profiles created by the Administrator. The details that can be edited include name, email-id, contact number, password and contact address. Each customer can have multiple contact persons associated with them. Details such as name, telephone number and email id of each contact person can be entered and saved in our client’s contact list. |
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| System Architecture
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| Technologies used
in developing this application are: |
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| Summary |
| The web solution developed by Icreon fulfills AF Consulting's requirement by providing them with a
robust ticketing system that enables them to manage their clients in better manner. Clients can log
their calls in a central location, where it can be viewed and attended to by AF Consulting staff
thereby ensuring a faster resolution time for solving client problems. Detailed call resolution and
staff performance reports enable AF Consulting to provide better and improved services to their
clients. |
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"We are extremely pleased with the
efforts of Icreon in relation to the development of our
family of marketing products. Icreon has demonstrated a special
‘commitment to our client’ with exceptional communication
and attention throughout the project…” |
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MANYA-PRINCETON
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GROUPWARE MANAGER
Vertical - Intranet Software
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RESCURSIVE APPLICATIONS
Vertical - Intranet Software
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QUALITY
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ENGAGEMENT
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CASE
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