After-Sales Service Ticketing System
Solution
We developed a custom ticketing platform fully integrated with the company’s email and CRM database.
Challenge
The service team handled dozens of daily requests via phone, email, and website forms. Without a centralized system, some requests were missed, response times increased, and it was difficult to monitor engineers’ performance and service quality.
Goal
Create a system to automate the intake, assignment, and tracking of warranty and post-warranty service requests.
Outcome
- Customer emails are automatically converted into tickets
- Requests are assigned to engineers by equipment type and region
- Each request is tracked from submission to closure
- Time spent per ticket is recorded for workload analysis
- Spare parts and material costs are tracked with automated accounting reports
- Multi-level backup and data protection implemented
- Manager dashboard with SLA control, issue-type statistics, and team performance insights
Screenshots
Department Manager Dashboard: SLA monitoring, statistics on failure types, and team efficiency.
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