Overview
Our Client is a global Outsourcing and Technology services company owned by Global steel & oil conglomerate, has its presence in 43 location across 5 countries including India, United Kingdom, South Africa, Saudi Arabia, Peru, Australia, Argentina, Malaysia and SriLanka with approximate strength of 40,000 plus employees.
Requirements
Business Requirements & Challenges
- Needed a Customer portal & Back-end tool with Ticketing Module that could be used by the Customers & Support teams.
- Active Directory integration with Vtiger.
Knowledge base setup for FAQ’s. - Needed a system to create and manage leads effectively.
- Needed SLA & OLA logic implementation through which customer queries were to be solved at early.
- The areas of support offered by client were more than 500 which made us to work on mapping the fields as each option was interdependent.
- Setting up the Mail Triggering for both customers & help desk users.
- Defining Roles, Profiles & teams & Client specific customizations.
Business Requirements
- Client needed an Efficient Lead management module to generate leads & convert them into Operations.
- Needed a Customer portal & Back-end tool with Ticketing Module that could be used by the Customers & Support teams.
- Knowledge base setup for FAQ’s.
- Needed SLA logic implementation through which customer queries were to be solved at early.
- Active Directory integration with Vtiger.
- Needed OLA logic implementation through the ticket agent would solve the issue in less time.
- Mail Triggering for both customers & help desk users.
- Defining Roles, Profiles, Teams & Client specific customizations.
- Needed the similar workflow of backend Vtiger for creating Tickets from customer portal.
- The areas of support offered were 500+ which required the dependency interface to map the fields.
- Needed a workflow based on which the tickets were to be created from mail. This required Mail convertor module.
- Needed the Hardware configuration that could help balancing the load of 1000+ concurrent users.
- The client requested for a report module to generate reports and charts instead of using csv import for Quality & Audit purposes.
- The setup was to manage 100+ users working on reports continuously.
- Needed workflow for assigning tickets.
Mail template creation module for specific actions b/w Users & Agents.
Results
- Our setup was a success as the client generating Leads and converting them to operations had rapid growth.
- Implemented the sync between Active Directory & VtigerCRM for user migration with a cron job.
- Implemented the ticket creation through mail & Mail triggering B/W Help-desk & Customer to ensure status on ticket’s.
- Implemented the SLA & OLA Logic’s that would ensure to display the Remaining time to solve the ticket.
- Increased in customer satisfaction
All the flows were implemented using the Workflows module of Vtiger. - The client was able to generate the reports with various ticket inputs. Implemented Customer portal which was to allow the front-end user to create tickets based on multiple field selections.
- Integrated Knowledge Base with Customer portal which was to serve the FAQ’s for Users.
SLA manager & Mail manager were implemented for defining Deadline time & setup Inboxes.
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KTree, a Global IT Company
What and how the processes are structured in KTree?
KTree's processes follow CMMi to ensure consistent, high-quality outcomes. With a focus on quality coding , code reviewing, and performance and load testing in our QA processes, we deliver reliable, scalable, and high-performing applications to meet our clients' needs.
Where is KTree's Web and Mobile application Development done?
KTree's web and mobile application development primarily takes place at our Hyderabad development center. Hyderabad is not only abundant in IT talent but is also known for its rich heritage and exotic food.
How KTree makes outsourcing project a positive experience?
KTree delivers high-quality applications that meet our clients' needs, by prioritizing collaboration, communication, visibility, traceability, and requirements engineering. While we charge a little premium for our services, we believe that it is important to provide the necessary resources and expertise to ensure project success.
What is Success mantra of KTree, as one of the respected web development company?
The success mantra of KTree as a respected web development company is combining Agile methodology with strong documentation, powerful web and mobile frameworks, and a solid KTree team to deliver great web and mobile applications within a specified timeframe.
Any other Differentiation which KTree has, which it can offer?
KTree's tremendous knowledge and expertise, gained from working on hundreds of web and mobile application projects, gives us a significant advantage that allows us to provide a head-start on projects, saving our clients many man-months.
What Development methodology KTree follows and why?
KTree's development team follows the Scrum framework of the Agile methodology, which improves Agility through its simplicity and flexibility. This allows us to adapt to changing project requirements and deliver high-quality products within the specified timeframe.
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