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Case Study - Landscape Maintenance Firm |
Client:Commercial Landscape Maintenance Firm
Background:The client performs landscape maintenance for corporations across a large geographic area. Customers routinely phone in emergencies such as broken sprinkler systems and fallen trees. A central switchboard operator logs the request and then routes it to the appropriate supervisor in the field. With over 20 supervisors, the client found the process labor intensive and a hindrance to future growth.
Technology Before: | Technology After: | Website: Hard-coded HTML Support Desk: Phone Switch board | Web Hosting Environment: Open Source Linux Website: Joomla!- an open source PHP based CMS Support Desk: Custom open source solution fully automated with SMS functionality |
Goal: | Solution: | Result: | | To create a online help desk where customers can login and input their maintenance requests. Once the requests are submitted they are automatically routed via an SMS text message to the correct supervisor in the field. | We customized a solution using an open source support ticket project that was originally geared for the IT industry and integrated it with a database driven website that could scale alongside the company as it grows. | When a client logs in and submits a request the appropriate supervisor receives a text message notifying them of the maintenance request. Response times were greatly improved. The website was transformed from a static advertisement into a dynamic hub for existing and future clients. The help desk exemplifies the level of service future clients will receive and the current clients are enjoying. |
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