Casestudy Detail
Graphix Media
Customer Relationship & Support Portal
A centralized portal to manage client communications, ticket tracking, and performance metrics for better customer satisfaction.\r\n
6
weeks Project DurationSoftware Visuals
Overview
A centralized portal to manage client communications, ticket tracking, and performance metrics for better customer satisfaction.
Key Features
- Multi-channel ticketing
- SLA management
- Customer feedback analytics
- Automated follow-ups
Key Achievements
- Improved support efficiency by 35%
- Enhanced retention rate by 18%
Challenges & Solutions
-
Data Accuracy & Migration:
Challenge: Converting old paper-based student records into the digital format.
Solution: Designed a custom data import tool with validation and cleanup processes. -
Multi-Level Access Control:
Challenge: Avoid data overlap or unauthorized edits by users.
Solution: Built a robust role-permission matrix system to segregate user capabilities. -
Result Processing Delays:
Challenge: Manual calculation and error-prone result entries.
Solution: Developed an automated grade calculation engine with real-time preview and bulk upload. -
Remote Coordination with Staff:
Challenge: Training university staff remotely during initial rollout.
Solution: Provided video tutorials, PDF user guides, and live remote sessions to ease the transition.
