Mother Dairy IRMS

Mother Dairy IRMS is a ticket tracking and management tool. The strong point of the system is that it acts as a self-service request management platform for users.

With the help of interactive and congenital dashboard, the users can easily create, edit and search requests.

Country India
Service CRM
Industry Multiple
Share

Process Followed

While creating this simple and suitable ticket management tool, we paid attention on making the application intuitive to users and easy for them to check the status of submitted queries. From the identification of problems to creating an impressive solution, we consolidated the whole strategy in a five-step elementary process.

PROBLEM IDENTIFICAION
FEASIBILITY STUDY
SOLUTION IMPLEMENTATION
CHALLENGES
FINAL OUTCOME

Problem Identification

Most of the ticket tracking softwares is designed in a way so that they can resolve the queries raised by users as early as possible. But when it comes to delivering such promises, many traditional ticketing tools fall short. This results in affecting user management and prioritizing the requests. Our aim is to deliver a multipurpose app that automates the assignment of complex queries on the move.

Manage queries from different channels of communication
API to create tickets on the user's behalf
Automates the assignment of request to the relevant person
Requests to be managed by a unique ID

Feasibility Study

The traditional way to track and manage the user's requests is kind of intricating. They appear easy at first sight but are actually complicated. In order to eliminate this conventional way of ticket management and help users with their queries at earliest, we aimed at crafting a mobile-based solution that can efficiently manage and track the requests created by users and write back to them with a valid response.

Automatically assign complex queries to team experts
AI-enabled responses
Definite rules and protocols for SLAs & escalations
Real-time status check
Availability of ticket categories and tags

Solution
Implementation

User research

In order to measure user behaviour and get their viewpoints for statistical analysis, we carried out user research and eventually got an in-depth understanding of the trouble they run into while posting their query on any of the ticket managing tools.

Product discovery workshop

Product discovery workshop, which is mainly a collaboration among clients and the project management team, helps in accumulating information and evaluates the scope of the project to the core. This activity is mainly executed before the solution gets into the development phase. To make the industry dominant ticket management tool, we aligned the session with our client and discussed through the wide array of standpoints in respect of the application.

We at QSS believe in the concept of the more you discuss the idea and vision of the product, the better knowledge you will have about that project which ultimately helps in creating the successful and impressive solution. With that said, we addressed issues relating to business goals, user experience, creativity and technique to the client and presented them with a well-defined set of objectives to prevail over such problems.

Competitor Analysis

Running a competitive analysis helps in gaining a good understanding of the business strategies of similar industries. We closely examined the other ticket management tools and understood the downside.

Sample interview questions

Could you please let us know about the ideal consideration of apps such as layout, screen designs etc?

What are the specific features you would like to implement in this mobile app?

How do you think the integration of artificial intelligence will help users and make the app successful?

What makes your app different from your competitors?

Would you like your app to support automated response for common queries?

How have you planned to manage each and every request with a real-time status check?

Do you want to implement a live chat support option in the app?

The Challenges

A good ticketing tool is the one which manages the user’s requests effectively and within a timeframe. While developing such a tool, ticket automation and deflection were two major areas our team of developers struggled to implement. Few more challenges faced are -

Add customized ticket submission form
Organize tickets with individual queues
Ticket tags to quickly spot common issues
Prioritize requests with help desk SLA
Support for multiple languages
Generate requests with Unique ID to easily track tickets

Final Outcome

Our team of experts integrated highly competent technologies such as artificial intelligence in order to automatically convert customer queries into tickets. This interactive ticketing system also keeps the customer base organized and ensures no customers left unattended.

Customized and integrated management of submitted requests
Intuitive and elegant interface
Allow users to edit requests before final submission
Built-in automated ticket responses for common queries
Self-service support options
Quick notification for any updated on requests

Information Architecture

Technology Stack

Xamarin

ASP.NET

MS SQL Server

GitLab

QSS team has expertise in building new-age design & technology by creating bespoke mobility solutions. The team drove through the various methods and developed a constructive hybrid app.