Loading page…
Publicly listed on BSE · ISO 27001 & SOC 2 Type II certified
Publicly listed on BSE · ISO 27001 & SOC 2 Type II certified
This is a powerful case management tool that helps resolve day-to-day tickets quicker than ever. The all-in-one platform monitors employee requests, streamlines queries, and funnels an otherwise cumbersome ticket pile.
Industry
Customer Service
Tech Stack
We always wanted a single, integrated mechanism for monitoring and reporting on IT issues. Our goal was to deliver an outstanding support service to our employees from a common intuitive interface so that no request falls through the cracks. So, we worked towards creating this tool to enable end-to-end ticket tracking and case management.
However, our biggest challenge was to make sure that the tool:
In other words, we wanted a platform that would offer complete control over all things IT.
We combined our meticulous research with the latest tech to develop this tool so that all support workflows could be managed under a single digital roof.
The tech stack we used for this platform included the following:
We used Laravel for the backend because it offers simple authentication logic, verifies users' credibility, and prevents unauthenticated access. Laravel also provides a clean emailer API powered by the SwiftMailer library, which quickly sends mails about important notifications to end-users (e.g., web registration). Plus, this PHP framework comes with dynamic pre-installed libraries that help create robust apps. So, Laravel was an obvious choice.
We used the open-source WebApp template - AdminLTE, based on Bootstrap for creating the admin dashboard and control panel. It offers a range of reusable and responsive components that quickly make modular app structures and a beautiful UI.
We leveraged Amazon RDS because it helps setting up and scaling relational databases in the cloud. Besides, it cost-effectively manages backups, automatic failure detection, software patching, recovery, and migration.
To simplify the app login and registration, we used Google API. Since Google OAuth login API enables users to sign up with their existing Google accounts credentials, it’s the most convenient way to attract new users and maintain a healthy user retention ratio.
Finally, we chose AWS to host the case management app because AWS offers optimum app speed, agility, security, cost-efficiency, and massive scale economies, despite huge traffic loads.
As planned, Capital Numbers successfully implemented a case management tool that:
Our key contributions were in the following areas:
We created a stellar ticketing system that helps deal with all internal IT-related issues and manages the cases from the moment they're submitted in the portal through to their resolution.
Our skilled developers added fine-grained and role-based permission controls (e.g., admin and super-admin) to limit who can view, modify, respond to, and close tickets within the app.
We ensured that every incoming support request gets converted into system tickets for faster and more accurate responses, creating an easier path to resolution.
We categorized support queues as per their status (e.g., open tickets, WP tickets, closed tickets, etc.) to track ticket resolution progress with complete visibility, from start to finish.
We added intuitive automation to automatically route new cases to the right support staff or department, thereby distributing the ticket load evenly and eliminating bottlenecks.
Our team incorporated an advanced auto-deployment tracking system to help the IT staff keep a count of all the software projects through to production and those that are yet to be rolled out.
We ensured that the tool stores all hardware and software inventory details (e.g., laptops, desktops, servers, network, etc.) to eliminate manual entries in spreadsheets and facilitate stress-free compliance.
Our engineers added an intuitive ticket view to give a snapshot and complete picture of all the actions within a ticket (e.g., IDs, descriptions, statuses, ongoing discussions, etc.).
The tool could automatically triage issues to available IT agents, it helped us with optimum support staff utilization, enhanced agent-productivity, and speedy resolutions.
We offered in-depth reports on assets, hardware, workstations, licensures, etc., along with dropdowns into finer details, to provide a bird’s eye view of current IT operations and help make purchasing decisions (if any).
Our developers added advanced filters to narrow down searches, retrieve desired requests from enormous lists, and address the high priority cases.
We added email alerts to trigger notifications about the ticket resolution status so that neither the support team nor the requester scrambles to figure out the latest ticket updates.
By incorporating the above features, we could efficiently launch this all-encompassing ticket and case management tool that takes the IT services’ complexity.
The platform beautifully displays the IT infrastructure and components (e.g., software, hardware, network, facilities, etc.) within a unified dashboard to give a 360° view of the IT ecosystem.
With this tool in place, request fulfillment is now quicker, smarter, and a lot more hassle-free.
We’re proud of our skilled engineers who did a brilliant job at rolling out a platform that keeps IT simple, centralized, and truly digital.
Industry: Customer Service
Industry: Healthcare
Industry: Healthcare
Industry: Information Technology
Industry: Food & Beverage