Business Application

KARLZ ELECTRONIC SERVICES

Through this software I have created an online customer support for the company.

This is a small company with very less market presence so such an online support helps it to reach customers around the country. The customers can submit a ticket containing a complaint, query, asking for a demo or ordering for purchase.

The purchase orders are then routed to the specific dealers by the company officials.

Softwares Evaluated

• Maian Support
• iQDesk
• osTicket
• ExoPHPDesk
• Trellis Desk

Software Chosen

I chose Trellis Desk over the others as I found it most suitable for the purpose. All the others tested had the common features of submitting the ticket and checking the history but Trellis provides extra features like News, Knowledge Base(knowledge base is there in osTicket but News feature is not present) which would provide the customers(members/non-members) with latest updates about the devices as well as help them to choose well with features of gadgets provided. Karlz being a small company this extra feature will add to its advantage and help it in gaining market presence. Apart from that Trellis Desk is user friendly and can easily be customized.


Customization Done

• I have added departments one each for each product that the company deals with like Mobile Phones department, Laptops department etc. I have also added a separate purchase department for purchase orders.
• Each department is assigned to a staff member who will be intimated on arrival of ticket for his/her department.
• I have added a feature that any issue not entertained by its concerned department within 12 hours will escalate to a special department called Backlog department.
• On submission of the ticket a mail is sent to the customer giving the details of the ticket.
• I have added news,announcements giving the latest updates about electronic devices, have also added articles about mobile phones, laptops etc. to be added in the knowledge base which can be viewed even by the non-members.

The link for the application is http://bh.x10.mx/trellis/index.php?act=portal