Client, an IT Service company, wanted to develop a solution to improve response time for any complaint that came through multiple flows like email, manual entry etc. Cygnet's solution which included a dashboard, workflow and knowledge base helped the client improve the quality and response for support tickets raised by its customers. Cygnet developed an outlook add on that used Organizations active directory to direct tickets to concerned person based on category of complaint (i.e. Ticket, New request, Change etc). Other key features of the system are Knowledge Base repository that keeps on expanding itself, enterprise search, escalation and MIS.
Technology : Share Point 2007 (MOSS 2007), MS SQL Server 2005
Project Duration : 6 Months
Industry : IT
Country : Mexico
SharePoint Team at Cygnet InfoTech designed a solution that allowed the requesters to post service requests and the stakeholders could keep track of the tickets using workflow management.
The key drivers comprised of:
To fulfill the client's requirement, Cygnet SharePoint technical team proposed the SharePoint Services with MOSS implementation which was the best suitable solution within the situation where performance and security were the key factors to consider. As a result, Cygnet Infotech satisfied its customer requirement by implementing following features:
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