Informatica Borsan Gained a Top-Level Flexible Tool for Organizing Client Tickets

Before switching to Easy Redmine

Borsan S.L. used a tool developed by their own computer scientists but soon it became clear that it is too simple for the company's needs plus the maintenance costs were high as it was an application developed only for internal use.

The assignment

Expectations to meet

• Organization and follow-up of the generated tickets
• Improved customer service by shortening registration and ticket response time
• Providing the customer an easy way to know the status of open tickets
• Monitoring the performance of support employees in resolving assigned tickets

Requirements

• Intuitive and agile use
• Low costs
• Possibility of automation of external APIs for synchronization with external databases

Time to implement

Preparation

First of all, a pilot phase took place in which the basic requirements were defined and the different pages were customized according to different types of users and departments, which were incorporated into the Easy Redmine environment. After approval, this was followed by an implementation in the production environment, in which the key users of the application actively participated, and given the intuitive use we were able to give the final touches of customization and implement the API for customer synchronization with our database.

Settings

We defined a detailed project structure together with all user types and parameters of the user's personal pages. Project templates have been created, which make it possible to quickly and efficiently create projects with standardized parameters and mail templates for a faster response to the customer.

Server or cloud solution?

Based on internal security requirements, the customer chose the cloud solution.

Training

Easy Redmine experts trained key users and administrators during the implementation and other users of the application additionally in comprehensive thematic blocks.

Testing

The client used a test environment with real data, which allowed new requirements and functions to be tested before deployment to the “real” environment.

And the results?

The implementation of Easy Redmine brought:

• Improved ticket coordination
• Improved customer response time
• Improved employee performance control