Cloud-Based Real-Time Ticketing System
The client, a global delivery giant, overcame visibility and communication challenges with a custom-built, cloud-based ticketing system. By leveraging modern technologies like AngularJS, Spring, Java, and Oracle, we developed a solution that significantly improved issue tracking, risk prediction, and reporting efficiency.
- DevOps & Cloud Managed Services
- Application Modernization
- Business Process Automation & Transformation
- Customer Service Automation & Optimization
Business Issue
The client, a leading multinational delivery services company, lacked predictive analytics that indicated risk for a given pair of pilots at any point in time. Poor visibility was hampering quick issue closure and there was a lack of alerts to all parties on the progression of the tickets and the resolution.
Solution
Using AngularJS, Spring, Java, and Oracle, Bounteous x Accolite built a ticketing system from scratch that can create, assign, close issues with an effective reporting system. This system helps categorize issues and assign them to appropriate Individuals or groups as needed.
All user categories and types are configurable and easily manageable and agents can create ticket forms on the fly for onboarding. They can create limitless categories that can be hidden or kept open for the usage based on the need.
Outcomes
The application is used across all of clients location worldwide, serving pilots and business executives. Agents can track tickets through a dashboard for users and administrators, with inbuilt advanced search options.
Users can be given read and write, read-only permissions for controlled access to tickets. SLA to address the tickets is minimal with the help of the automated escalation batch process for three levels.
The new solution features customized reporting in different formats that are intuitive and informative can be created. The applications are built on the latest tech stack, which allows for easy updates in future.
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