BUILDING A CUSTOMER SUPPORT SERVICE

This system is designed for production support team of an Insurance Product. This is an incident tracker for the issues that are raised in production.

This website enables the company representatives, customers to raise new incidents for issues faced. Apart from this the system also allows the user to track the status of incident. Incident's status can be OPEN, CLOSE or OVERDUE.

The system enables the user to lodge complaint for various events of a policy lifecycle. Each event in a policy lifecycle is governed by a different department e.g. Policy Creation or policy issue event, Claims, Funds related events and Billing etc.

SOFTWARES EVALUATED

I have evaluated following softwares :

• osTicket
• Hesk
• Open Web Messenger
• SIT
• iQDesk

SOFTWARE CHOSEN

osTicket

The application being of Customer incident tracker, I found osTicket to be most appropriate for the purpose.  The software is very user friendly and easily understandable even from a layman's point of view. 

CUSTOMIZATIONS DONE

• I have developed various departments such as Policy Issue, Billing, Funds and Claims, which cover the entire lifecycle of a policy.
• I have added a limit so that once a incident is 12 hours old it's status will change from NEW to OVERDUE.
• I have also configured the system such that a mail will be sent to the user stating incidents ID so that it can be tracked easily.

VISIT WEBSITE

CustmerFirstTicketSystem