Client: LD College of Engineering
Industry: Education / Campus IT Support
Overview:
FetchSupport.com was developed for LD College of Engineering to serve as a centralized platform for students, faculty, and staff to raise and manage support tickets. This system covers various campus needs, including IT issues, administrative inquiries, facilities requests, and academic support. The college aimed to transition from disparate communication channels to a unified, efficient, and transparent system for issue resolution, thereby improving response times and user satisfaction.
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### Our Approach:
We designed and implemented a user-friendly and robust ticket management system specifically tailored for the college environment:
- Intuitive User Interface: Developed a clean, accessible design that simplifies the process of submitting, tracking, and resolving support requests for all users.
- Role-Based Access Control: Implemented distinct dashboards and permissions for students, faculty, staff, and various support departments.
- Categorized Ticket System: Created a structured categorization for different types of issues (e.g., IT, Academic, Admin, Facilities) to ensure requests are routed correctly.
- Real-time Status Tracking: Enabled users to monitor the live status of their tickets, fostering transparency and reducing follow-up queries.
- Automated Notifications: Integrated email and in-system alerts for ticket creation, updates, and resolution, ensuring timely communication.
- Reporting & Analytics Dashboard: Provided administrators with tools to analyze common issues, response times, and overall system performance.
Result:
FetchSupport.com has transformed the support landscape at LD College of Engineering. The platform significantly reduced resolution times by 30% and increased user satisfaction by centralizing support requests. The college now benefits from improved operational efficiency, better resource allocation, and a more organized approach to addressing the diverse needs of its campus community.
