Custom-built support platform with expert-driven troubleshooting and dynamic process control for enterprise IT services.

Client

NDA

Industry

technical support services

Duration

9 months

Services

custom software development

The client is a UK-based provider of enterprise IT support services, serving mid-sized and large organizations across sectors such as finance, healthcare, and telecommunications. Known for their commitment to service excellence and innovation, the company manages high volumes of technical support requests daily.

CompleteSoft was engaged by a leading UK-based technology services provider to design and implement an automated technical support center – a platform for managing customer support requests and offering intelligent troubleshooting guidance. The objective was to streamline issue resolution workflows, enhance end-user satisfaction, and deliver actionable insights through analytics.

The client needed an integrated system capable of:

- Registering and tracking technical support issues in real time;
- Recommending potential solutions based on expert knowledge and predefined rules;
- Adapting to dynamic business processes without the need for frequent code-level changes;
- Providing a comprehensive overview of ticket statuses and resolution trends;
- Traditional ticketing tools fell short in automation, adaptability, and deep integration with enterprise middleware, prompting the need for a custom-built solution.

CompleteSoft developed a robust, modular system based on Java EE and IBM WebSphere, with BPEL (Business Process Execution Language) driving business logic orchestration. Key components of the solution included:

A user-friendly interface for customers to log technical issues, with automated categorization and routing.

A rule-based decision system that suggests potential resolutions, drawing from a curated knowledge base and historical ticket data.

Powered by BPEL, allowing business users to adjust processes (e.g., escalation paths, approval flows) without developer intervention.

Provides operational insights, including average resolution time, recurring issues, and team performance metrics.

CompleteSoft enabled the client to transition from fragmented support processes to a unified, intelligent support ecosystem—driven by automation, adaptable workflows, and data-backed insights.

30% reduction in average ticket resolution time

Faster and more consistent support experiences

Significantly improved customer satisfaction scores