REPAIR MANAGEMENT SYSTEM
Simplify. Organize. Resolve - Repair Management System
Client
CONFD.
Timeframe
Nov 2022 (3 Weeks)
View Details
OVERVIEW
- Provided an end-to-end infrastructure solution to the client, including both internal and customer-facing applications.
- The client wanted the system up and running in no time and we delivered the whole solution in three weeks.
- A customized widget (in the form of a code snippet) has been developed to monitor the progress of customer cases or complaints. Upon each new complaint submission, a unique ticket ID is automatically generated, enabling users to conveniently track the status of their complaints. Embedded the unique hashtag capability to group specific types of cases and complaints.
- Embedded the unique hashtag capability to group specific types of cases and complaints.
- Designed customized analytic charts for the client according to the pre-defined app requirements.
- Several enhancements were made to the ticket system, including the addition of a distinct tagging feature. Furthermore, a diagnosis functionality was incorporated into the tickets, enabling automatic population of solutions from a predefined list of diagnoses.
- Additionally, the system now allows for color coding of individual tags and the rearrangement of a list containing over 1000 tickets based on the specified tag orders.
FRONTEND STACK
BACKEND STACK
INFRASTRUCTURE
RMS
The client, a leading manufacturer of gaming mouse and keyboards, approached us with a requirement to build a repair management system to manage the technical complaints of their large customer base. With such a large customer base for each product, the company needed a solution that could diagnose and resolve technical issues quickly and efficiently.
CHALLENGES
The biggest challenge of the project was the tight timeline. The client required the app to be up and running in less than three weeks, which was a significant undertaking given the app's complexity. Another significant challenge was to build an app that could be used internally by engineers to diagnose technical issues while also being customer-facing to allow customers to track their complaint status. The app had to integrate with multiple departments and roles in the company, adding another layer of complexity.
Building from scratch
Solution
Our team provided an end-to-end infrastructure solution to the client, including both internal and customer-facing applications. The internal app was designed for use by engineers responsible for diagnosing and fixing technical issues, with a diagnosis process involving different levels and roles. The app had to be accessible to all concerned departments in the company.
On the other hand, the customer-facing app was designed to allow customers to login and track the status of their complaints. We ensured that this app was entirely separate from the internal app, with no access to the APIs or the mainframe, to ensure security and data integrity.
To ensure that complaints could be identified by type, we embedded a unique hashtag capability to group specific types of cases and complaints.
On the other hand, the customer-facing app was designed to allow customers to login and track the status of their complaints. We ensured that this app was entirely separate from the internal app, with no access to the APIs or the mainframe, to ensure security and data integrity.
To ensure that complaints could be identified by type, we embedded a unique hashtag capability to group specific types of cases and complaints.
result
Despite the significant challenges and tight timeline, our team successfully delivered a comprehensive solution that met the client's needs. The app was built and up and running within the three-week timeframe, with both the internal and customer-facing apps functioning as required. The app proved to be efficient in identifying and resolving technical issues for customers, and the unique hashtag feature ensured that complaints were identified and resolved quickly.
Overall, the app provided the client with an effective solution to manage their large customer base's technical complaints, improving their overall customer experience.
Overall, the app provided the client with an effective solution to manage their large customer base's technical complaints, improving their overall customer experience.
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