Support Ticketing System - Streamlined Customer Success

The Problem

A fast-growing SaaS company was tracking customer support tickets in a shared Google Sheet. Multiple agents would accidentally work on the same ticket, responses were delayed, and customers received inconsistent communication.

The Transformation

• Automated Ticket Routing: Built smart assignment based on agent expertise and workload.
• Customer Portal: Created self-service portal where customers can track ticket progress and update information.
• Communication Hub: Centralized all customer communications with automated email notifications and templates.
• Analytics & Reports: Built comprehensive reporting on response times, resolution rates, and customer satisfaction.

Business Impact

The new system transformed their customer support from reactive to proactive, resulting in a 40% increase in customer satisfaction scores and 60% faster response times. No more lost tickets or duplicate responses.