Developed 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.
- Project Duration
- Share Point 2007 (MOSS 2007), MS SQL Server
- 6 Months
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
The key drivers comprised of:
- A system was required to provide a
platform that could keep track of various tickets and provide a
single point of contact for all support services.
- The system was supposed to
implement an automated workflow for ticket allocation and
- Ticket escalation at designated
- Implementation of Knowledge base
so that a repository of solution details could be maintained. All
ticket solution details releases, test cases; related documentation
was also required to be saved with the ticket.
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
- Outlook Add-in was implemented for
users so that they could add details in predefined format thus
making data entry more streamlined.
- InfoPath functionality was used to
attach files with tickets upon ticket registration. The same
InfoPath was also used for uploading knowledge bases as well as
test plans, test releases, release documents etc.
- Automated workflow implementation
depending on the ticket type and assignment to the solution group
or the specific employee.
- A privilege based dashboard was
provided to supervisors, administrators so that they could keep
complete track of the ticket progress.
- In case of unattended tickets the
issue was automatically escalated to the superiors so that
necessary actions could be taken well in time; thus reducing the
response time for each initiated ticket.
- Automatic email alerts were sent
to relevant stakeholders.
- A central location of Knowledge
Base allowed the client to fetch for solution faster thus reducing
the turnaround time and improving the support services.
- Privilege based dashboard allowing
the users to keep track of tickets assigned to them as well as
- A successful implementation of
ticket escalation process, allowing stakeholders to be alerted
whenever there was delay in attending the tickets thus reducing the
bottlenecks and turnaround time.
- Successful workflow implementation
reduced manual intervention and improved efficiency.