About the Client:
- Vayudoot is an Internet service provider offering internet services to the people of district Kangra in Himachal Pradesh
- The company provides internet service for both commercial and domestic purpose
- Vayudoot has provided internet services to small businesses, hotels, schools, hospitals, and government offices
Need Mapping:
Despite having a dedicated help desk to solve customer queries, the client was facing problems in gathering the information of calls that were missed by the agents. Since the number of agents was limited and calls were missed, there was a delay in responding to customer queries.
Problem Statement:
The client approached Development Logics for implementing the Knowlarity support and set the APIs. Multiple helpdesk tickets were being generated when the customer called the helpdesk several times a day. The client wished to have a single ticket generated for a particular customer irrespective of the number of calls made.
Key Challenges:
- Generation of multiple tickets for multiple calls made by the same customer in a single day
- To create a database for recording the calls missed
The Development Logics Approach:
- Offered solution to generate a single OS ticket for all calls made by the customer in a single day
- API integration with Knowlarity support to gather information of missed calls in a single database
Technology Used:
- PHP technology
The Effectiveness of the Solution Offered:
The project is ongoing, and by the end of the project, the client will be able to receive a single ticket for all the calls made by the same customer in a single day. Also, the client will be able to frame a report from the database of calls missed by the agents
Customer Satisfaction:
Since the project is still ongoing, we have not received any feedback from the client.
Closing Thoughts:
The project requires back end implementation and we are working towards providing a long term result-oriented solution that can address all the issues of the client. We will also be proving the maintenance services once the project gets closed.