Case Study Details

 

KCS formalized the internal support process of a top US Petroleum and Petrochemical Company with Ticketing Based Helpdesk Software using SharePoint

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Client Background

Client Background

Headquartered in the USA, the client is a leading provider of biofuel, petroleum, petrochemical, and agricultural commodities. With offers across eleven countries, it specializes in petroleum and petrochemical-based services, with a workforce of size more than 5000.

Objective

The client wanted to implement a Helpdesk at the internal level so that all the users can submit the requests through it. Users will be able to submit the requirement to the concerned department by selecting the department while raising a ticketing request. Department Admins will be able to see the requests and manage the same. Admin will be able to manage the requests from all the departments.

  • Country
    USA

  • Industry
    Energy & Utilities

  • Solution
    Tech Consulting, Digital Transformation, SharePoint

Challanges

Challenges

Earlier the client was using an outdated system. Hence, they have to a faced bunch of challenges and a few are mentioned below:

  • In the earlier system, the employees use to register their complaints in the form of internal challenges via mail
  • As there were many departments and the company had global offices with more than 5000 employees, it was becoming a challenge to track the complaint status for the employees and admins
  • The client’s prime challenge was to set up a process where employees of all departments can come on a single platform and collaborate in terms of their Business Processes
  • Maintaining and tracking the history of the previous complaints was a challenge. It was a challenge to prioritize complaint requests
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Solution

After analysing the requirement of the client, the KCS’s experts have provided the following solution:

  • System notification helped the client to track the tickets in real-time
  • A client can raise tickets either via mail or through the helpdesk software
  • Auto-allocation of the tickets to the concerned department
  • A dynamic ticketing system that made it easy for client’s global employees to raise a complaint or issue with real-time tracking
  • We created a cross-company collaboration platform that unites its different divisions, promotes more cohesive and efficient work, and enables a strategy focused on creating synergies between its operations

Case Study Solution

Project Highlights

Real-Time Tracking

Real-Time Tracking

Notification

Notification

Auto-Allocation

Auto-Allocation

Collaboration platform

Collaboration platform

KCS Approach

KCS Approach

The client has a large workforce to manage. Upon understanding the situation of digital management of the entire system, we suggested them helpdesk software solution SharePoint. The solution aided the client in streamlining the internal challenges and thus resolving it in the minimum time frame. Employees can raise their tickets both via mail and software, which makes the solution easy and accessible for all.

Outcome

Outcome

  • It has now become easy for the employees and admin to track the tickets and view & update the status in real-time
  • The client is using the helpdesk system for a long and is extremely satisfied
  • Initially, we started the helpdesk solution in one country but now have extended it to three countries
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Tech Stack

SharePoint Online

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