Support requests and team management online app
To help businesses gain better control over their operations and assign tasks to individual employees, we've developed an app within the Coal Management cloud. This app facilitates the direct and seamless transfer of customer support requests to the designated personnel handling the tasks. It also provides customers with the ability to track time and assess the cost of the requested work. The objective is straightforward: we want customers to create a “post-it note” that the project manager can place on the monitor of the appropriate specialist and remove once the task is completed. Upon completion, the task can be returned to the customer marked as “done.”
With this in mind, we designed and implemented a system where the customer simply submits a request and attaches any necessary files. The project manager reviews, classifies, elaborates, and forwards the request to the right specialist with just one click. After the specialist completes the task, the project manager gets notified that the task is ready for testing. Once the task is marked as finished and the hours spent are recorded, a single or collective update can be sent automatically to the customer directly from the system. Unlike Post-it notes, this system provides complete oversight of request history, cost management, and ensures an efficient flow of information without the risk of repeating, duplicating, or misinterpreting tasks. The ability to transfer tasks among specialists, collaborate through comments, assign multiple experts to tasks, and prioritize based on deadlines simplifies project management and enhances efficiency significantly.