Service Request Management System

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Web enabled help desk application that enable organizations in managing Service Request of their customers effectively. Any customer can go online and raise a service ticket for support team. It helps in keeping track of each reported issue and followed communication so that support team can provide on time support to customers. It gives Management at a glance statistical summary of each help desk, by which they can easily identify the efficiency of support team.

Integral fusion has developed Web based Service Request Management System which facilitates effective support with:

• Customized Help Desk: One help desk can be configured for multiple Customers with same support team.
• Multiple Issue Categories can be configured for any Help Desk.
• Service Request Priority: Customer can raise service request with priority – low, medium or high.
• Customized Resolution time frame with different escalation level (Executive-Manager-Head)
• Integrated Information and quick follow ups
• Synchronized Communication Platform: Sharing most updated Information for giving on time Resolutions.

Key Benefits

• Defining and Managing the Role of each Stakeholder
• Managing Multiple Helpdesks
• Managing Service Level for Low, Medium and High Priority Service Request
• Managing Categories wise issue Management by different Customer Support Executives / Managers
• Managing Critical Issues Escalations to Managers
• Forwarding Back Service Tickets with Feedbacks/Resolutions by Managers to Executives.
• Communication Follow-up between Customer and Support Team for each Service Ticket
• Help Desk Access Management
• Multi-User Platform to Log unlimited Service Request
• Automatic Service Request Distribution to Agents/Support Executives as per Issue Management defined for each Help Desk
• Streamlined Integration of Help Desk
• Latest Help Desk Statistics for Comprehensive monitoring and analysis
• Improved focus on Help Desk Management
• Faster Information Accessibility & Problem resolution
• Improved alignment of Support Services
• Problem Resolution Efficiency Tracking
• Systematic Distribution of Support Services from respective Support Experts
• Maximize Resolution Ratio by organized Information utilization
• Highlight unresolved issues going above defined Service Level

Technology

• Microsoft Development Platform: C#, ASP.Net Framework 2.0, AJAX, Java script, MS-IIS 6.0
• Database: MS SQL Server 2000
• Microsoft Documentation Platform: MS Projects, MS Word, MS Excel
• Adobe Designing Tools: Photoshop CS2, Macromedia Dreamweaver

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