The client is part of one of the largest telecom groups worldwide, with presence in 18 countries in America and +200 million users: 262.0 million wireless subscribers, 30.7 million landlines, 18.2 million broadband accesses and 17.8 million PayTV units.
The client needed to solve a communications issue with their employees regarding pending tickets (issues or incidents). Tickets are currently sent to all employees in charge of repairs, which can turn to be very unproductive since the person needs to go through all notifications to view which ones are assigned to their group.
The idea was to build a system that would centralize ticket communication by filtering them for each group and notify the person in charge of solving it. The application enables the person in charge of solving the issue to visualize the tickets assigned to them, access relevant information for ticket resolution, configure whether to receive the alerts or not, reassign the ticket to another person or group, and change ticket status through their mobile device instantly.
The platform is very versatile; its middleware Backend allows it to connect with Remedy or any other Management System through to exposure to a RESTful API.
The development allows the client to centralize ticket communication and assignment to specific employee groups or individuals who will receive a notification including details of the issue directly on their mobile phone. This enables employees to organize their time in a better way by providing them with instant ticket information and the possibility to set their priorities during a work day. All in all, this results in major savings for our client due to an increase employee productivity.