Digital platform for professional service staff to respond and solve client tickets
A well known web hosting company needed an end to end solution for SupportPortal which can read the emails, extract information/attachments and open support tickets automatically based on defined levels.
The client organization also needed the document highlighting, tagging, aggregation and reporting on top of the data.
Read the emails from support accounts near real time
Perform parsing, text extraction from emails and attachments.
Index the extracted data, perform tagging on the indexed data.
Provide visualization on top of indexed data.
Open the tickets for the support emails in the inhouse support system.
Design & deliver custom dashboards for different levels of organization.
There were few challenges while implementation of the SupportPortal which are,
Providing accurate text extraction from email & attachments.
Support emails identification.
Near real time reading and indexing the data for proper visualization.
We divided the solution into different components like, email connectors, indexer app, visualization app and extension for opening the tickets in support system.
Then we followed an iterative phased approach to implement the solution that included the following phases:
Business requirements analysis.
We delivered a multipack solution to our client organization which enabled them to have better data analytics on top of email content. The solution enabled our client’s operation improvement by 12% which was due to effective ticket resolution for unknown issues, automated ticket opening and support staff task minimization.
Contact us for your business needs anytime and our support team will be available to you 24 * 7 to answer your queries.