Our client, a telemedicine device manufacturing division of a large pharmaceutical company, was managing customer complaints through a legacy ticketing system. This legacy ticketing system was not scalable to support the explosive growth and changing business model. Moreover, the legacy system was not integrated into the new system of record for customer and products data.
With magnificent growth in sales, number of customer calls was increasing. The client wanted to maintain the same customer support team size to maintain the support cost.
The client decided to replace the legacy system with a new SharePoint-based ticketing system.
workMETHODS professionals analyzed the goals and objectives and laid out a plan for a phased implementation of the Microsoft SharePoint based ticketing system. Additionally, we recommended that this new system be integrated with an IVR system that could handle the calls, provide automated custom information to the callers and route the calls appropriately. Accordingly, we designed, developed, tested, and deployed the new ticketing system. We also integrated a hosted IVR system into the new ticketing system.
The new system integrates with SAP ERP system to automatically obtain customer and location information from the sales data. Moreover, the new system tracks trouble tickets as well as service records. Custom views are built to display appropriate queues to the users. Additionally, the historical data was cleansed and migrated to the new system.
workMETHODS also implemented AJAX to make ticket creation very easy. With AJAX, the new system automatically displays list of customers when user types first 4 characters of customer’s name. After selecting the customer, the location data is short-listed to the relevant locations. Based on the device serial number, the warranty information was automatically displayed.
workMETHODS integrated a hosted IVR system into the SharePoint Ticketing system. Through the IVR system, the callers create a new ticket, obtain status on a current ticket or add details to an existing ticket. workMETHODS deployed custom web services to exchange data between both the systems. With advanced voice-to-text technology, customer’s voice recordings are converted to text and added to the ticketing system.