About the Project

Service Calls Management Application (Eservice) connects to client websites and service centers, enabling end to end customer service management from a single platform. Cloud hosting keeps the application available 24x7, updated and connected.

Project Objectives

Efficient ticket management, multi channel support across email, social and chat, data driven insights for better service, and scalability to handle rising volumes.

Application Features

Multi channel call logging; smart allocation by expertise; real time dashboard; full list and filtering of requests; customer data view and updates; GPS tracking of field staff; secure data retention; status, priority and deadline control; access to account history; knowledge base; time reporting; reminders and task management via email and SMS; and role based user management.

Challenges in Application Development

Deep integration with existing systems via APIs and maintaining quick responses under load with fewer agents.

Our Solution in Application Development

AI assisted categorization and prioritization, a versatile API for CRM and chatbot integrations, and load balancing to distribute peaks efficiently.

Results

Faster responses, higher satisfaction, greater workload handled through automation, and operational insights that reduced repeat issues.