Intel-CS

Enhancing Partner Support with a Ticketing System

Business

SAMCOM is a leading distributor of tech products with a growing network of channel partners in the MEA region. As partner inquiries and support requests increased, the distributor faced challenges in managing and responding to these queries effectively. The existing manual support management process was labor-intensive and lacked visibility, causing delays in issue resolution and potentially impacting partner satisfaction.

Challenges

  • Manual Partner Support Management
  • Overwhelmed with Partner Queries
  • Lack of Visibility into Support Requests
  • Inefficient Issue Resolution

Solution

iNTEL-CS provided a customized platform for the SAMCOM partner Support Ticketing System. has several key features of the ticketing system include:

  • Integration with partner relationships management
  • Multi-Channel Ticket Submission
  • Real-Time Ticket Tracking
  • Knowledge Base Integration
  • Automated Issue Assignment
  • Unlimited agent and partner support

Tech Stack: Cloud-Native design on AWS

  • MEAN Stack: Leveraging MongoDB, Express.js, Angular, and Node.js for end-to-end JavaScript development.
  • AWS ECS: Utilizing AWS Elastic Container Service for scalable container orchestration.
  • MongoDB Atlas: Managing data in the cloud with MongoDB Atlas.

Key Takeaways

  • Streamlined Partner Support Workflow
  • Enhanced Partner Satisfaction
  • Efficient Issue Resolution
  • Data-Driven Decision-Making

Results

  • 50% Faster Issue Resolution
  • 40% Decrease in Support Workload
  • 60% Increase in Partner Satisfaction
  • 70% Improved Support Response Time

About us

An AWS Services Partner and a Lead cloud services provider company in MEA region, Intelligence Cloud Sphere is a professional IT Modernization Solutions company dedicated to meeting the needs of our clients and driving their business growth. With a strong focus on consulting excellence and customer satisfaction, we deliver comprehensive services that empower organizations to thrive in a rapidly evolving technological landscape. 

Our services range from assessment planning, architecture design, implementation & testing, security, optimization & cost management to support & maintenance. We combine technical expertise, industry knowledge, and a client-centric approach to deliver solutions that drive business success. We collaborate closely with our clients, understanding their unique challenges and providing tailored IT services that propel growth and competitiveness. We are well equipped with some of the most sought-after skills in Cloud, Data, Hyper-automation, Software product engineering, and Independent Testing, including Automation testing. Do visit our website to review some of our customer success stories. 

Email: info@intel-cs.com

Address: Diamond Business Center 2, 3rd Floor, Office 309.  Dubai – United Arab Emirates

Telephone: +971 4 8359 795

Get in Touch