Service Calls Management Application

Service Calls Management Application - Eservice, connected to our clients' websites and service centers, allowing them to track and manage customer service within our company through a single platform, from anywhere and at any time. The application is customizable for any business.

Cloud-based storage service makes the application available 24x7, updated, and connected.

About the Project

In the digital-driven era, ensuring efficient customer support is essential for businesses. DeskAid was established to handle the complexity of modern customer service, simplify interactions, and improve response times, all through an intuitive platform.

Project Objectives

Efficient ticket management: Streamline the process of reception, allocation, and tracking of customer queries.
Multi-channel support: Respond to customer inquiries from various platforms including email, social media, and chat.
Data-driven insights: Gain understanding from customer interactions to enhance support quality and product offerings.
Scalability: Implement a system capable of growing alongside the business, accommodating increasing query volumes.

Application Features:

* Multi-channel call logging: Forms, emails, social networks, and phone hotline.
* Smart allocation: Automatic assignment of calls based on operator expertise or type of issue.
* Dashboard: Real-time dashboard for an overview of system workload.
* Display of all service requests assigned to a service person/team.
* Filtering by fault status, dates, customers, transaction amounts, and more.
* Viewing and updating customer details, report generation.
* Location tracking of service personnel using GPS.
* Data security + 100% data retention.
* Updating fault status, setting priority, deadline dates, and more.
* Ability to read new service requests.
* Access to customer data + account status + information on previous faults.
* Creation of a Knowledge Base for both service personnel and end customers.
* Reporting hours + service personnel fault status.
* Reminders and task management via email and SMS.
* Management of different user levels: Admin, Service Team Leader, Service Team, Service Personnel, and more.

Challenges in Application Development

Integration with existing systems: Developing APIs for existing operational systems of the client.
Maintaining quick response times: Handling the increasing volume of queries with fewer support personnel through process automation.

Our Solution in Application Development

Integration of Artificial Intelligence: Automatic categorization and prioritization through AI.
Versatile API - Constructing a flexible API allowing connectivity with various CRM systems, chatbots, and other organizational tools.
Load balancing: Introduction of a system where during peak times, queries are efficiently distributed to ensure no one is overloaded.

Results

Reduced response times: With the implementation of the system, average support times decreased by 35%.
Increased customer satisfaction: Post-support surveys showed a 40% increase in customer satisfaction scores.
Workflow improvements: Desk agents' workload increased by almost 40% due to the automation of some processes.
Operational improvement: The reporting system provided valuable information, resulting in a 30% reduction in recurring service issues through product enhancements.

Service Calls Management Application