Client Overview
The business needed a multi-tenancy SaaS application to automate the workflow of technicians. The requirement was ticket automation assignment, service request automation, billing and tracking progress, and a healthy scale through subscription-based.
Challenges
– Manual Workflow Management: Manual service requests and tickets created inefficiencies.
– No Subscription Control: There was no automated user-based subscription and payment control process.
– Ticket Delay Resolutions: Hacking for allowing follow-up tracing of service requests and tech assignments.
– Invisibility: Non-real time services status and tech performance monitoring.
– Security Risks: Data protection and users identification were the biggest concerns.
Solution Deployed
We created a SaaS-based workflow automation multi-tenant platform that offers organizations a simple, scalable, and secure way of managing technician workflows and service requests.
– Subscription Model: User-access and dynamic pricing.
– Booking & Service Management: Self-service to close, create, and process service requests.
– Ticket Assignment & Tracking: Real-time status tracking of technician ticket assignment.
– Automated Invoicing & Payments: Simple invoice generation and payment tracking of services completed.
– Dashboard & Analytics: Unified interface of technician productivity, revenue, and service performance.
– Notifications & Alerts: Email and in-app live notifications for task completion, status, and new service requests.
– Secure 2FA Login: 2FA added security to protect information.
Technology Stack
– Backend: PHP (Laravel)
– Frontend: Angular
– Database: MySQL
– Architecture: Scalable efficient multi-tenant SaaS architecture
Results & Impact
– 50% Reduced Ticket Resolution Time: Automated assignment and tracking reduced response time.
– Improved Revenue Control: Subscription payment provided a secure source of revenue.
– Customer Satisfaction Improved: Efficient service management enhanced client retention.
– Technician Productivity Improved: Efficient assignment management facilitated better load balancing.
– Data Security Boosted: Encrypted data storage and 2FA authentication made all secure.
Conclusion
SaaS transformed the workflow of technicians and automated services, eliminating inefficiency, reducing response time, and an extensible solution for organisations to expand easily.
