SOLUTION OVERVIEW
GeakMinds designed and implemented a new, flexible, and highly configurable application portal that tracks ticket action progress and their impacts, allows the client to take service improvement action, improve overall efficiency, greatly reduce the time taken to process the customer’s ticket related issues, and an upstanding user interface to make it look more elegant, intuitive and responsive. GeakMinds’ team provided the following solutions to the client:
- Built with workflow system to manage the ticket (Ticket status, Responsible Team, Ownership)
- Transparency to leadership
- Action-oriented auto email trigger notification
- Auto daily and weekly report trigger to the specific distribution list
Dashboard View
- Overall view of complete, new, validated, and dispute tickets
- Risk analytics based on the type of issue been tracked and SLA measurement
- ‘Completed’ and ‘Work-in-Progress’ tickets view by month, department, and responsible team
- Multi-dimensional view based on ticket classification and fix/resolution category
BENEFIT REALIZATION
- Transparency to leadership
- Accountability on tickets
- Built-in workflow and process
- Reduced End to End Cycle Time
- Resolution throughput against Service Level Agreement (SLA)
- Solution-oriented approach and helps in decision making to avoid future defects and any training opportunities to team
Network
Capacity Planing
Our client had thousands of servers spread across the globe carrying internet traffic. The main challenge was managing these servers at optimal utilization.
Vendor Contract Analytics
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Automated image quality check
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