Development of a Client Portal with Automated Ticket Management and Multi-Channel Support

The client faces difficulty in effectively managing support tickets submitted through various channels. Despite launching a new mobile app to facilitate support submissions, only 49% of tickets are now submitted via this channel within two years. Additionally, customer service representatives spend significant time on repetitive tasks, with approximately 1.61 full-time equivalents (FTEs) annually dedicated to manual, automated tasks, impacting operational productivity.

A mid-sized business services provider offering customer support solutions aiming to enhance user experience and operational efficiency.

• Increase support ticket submissions through the mobile app to at least 75% within the first year.
• Automate repetitive customer service tasks to save approximately 1.61 FTEs annually.
• Improve customer satisfaction scores by streamlining support processes and reducing resolution time.
• Achieve high customer satisfaction ratings across all support channels, targeting a Net Promoter Score (NPS) outperforming traditional channels such as phone and SMS.
• Implement scalable and sustainable support management systems to accommodate future growth.

• Mobile support ticket submission module integrated with a user-friendly app interface.
• Unified ticket management dashboard accessible via web and mobile devices.
• Automation engine to handle repetitive tasks, such as ticket categorization, routing, and status updates.
• Real-time analytics and reporting on ticket volume, resolution times, and customer satisfaction metrics.
• Customer portal for tracking ticket status and communication history.
• Agent tools for prioritizing, assigning, and resolving tickets efficiently.

• Customer database management systems for user information synchronization.
• Existing CRM or support systems for seamless ticket tracking.
• Push notification services for real-time updates.
• Analytics platforms for performance monitoring.
• Identity verification services for ticket submission validation.

• System scalability to handle increasing ticket volumes without performance degradation.
• High system availability with 99.9% uptime.</li>
• Response times of under 2 seconds for core functionalities.
• Strong security measures to protect sensitive customer data.
• Compliance with data privacy regulations applicable to support data management.

The implementation of this support ticket system is expected to result in a significant reduction of manual workload, saving approximately 1.61 FTEs annually through automation. Additionally, by increasing mobile app ticket submissions to over 75%, customer engagement and satisfaction are projected to improve, as reflected in higher NPS scores. Overall, the solution aims to enhance operational efficiency, boost customer experience, and support scalable growth.