Service Portal

A system allowing a quick and convenient exchange of information with Customers. It employs the latest technology, creates and deploys innovative IT solutions.

Description:

Infovide specializes in creating and deploying innovative IT solutions supporting important economical strategies and initiatives of its customers. Infovide-Matrix is a partner assisting in giving economic meaning to investments related to the use of modern technology. The Company offers services in three areas: architecture, engineering and management.

The Challenge:

Creation of a system allowing a quick and convenient exchange of information with Customers, whose solutions were covered by the Infovide-Matrix S.A. technical support service. The system must allow convenient management of all service centre processes. It is particularly important to maintain an appropriate system of user and employee access rights within the scopes of various projects, as well as service request priorities.

The Solution:

The Service portal was created - a system that provides permanent and reliable contact with Customers. Through the system, the Customers can:

  • report problems or comments related to the operation of a system
  • monitor the status of works related to a service request
  • direct queries to Infovide-Matrix experts
  • upload and download files conveniently and quickly

On the other side, it allows the Infovide-Matrix employees and experts to:

  • manage the process of responding and solving defects of customer systems
  • establish a system of priorities allowing categorizing and building requests hierarchy
  • manage SLA deadlines (Service Level Agreement) agreed with a given customer
  • prepare advanced statistics covering the entire activity of the service centre
  • establish a system of e-mail and SMS notifications

Service portal is an enormous system serving hundreds of projects and tens of customers - the biggest Polish companies from finance or telecommunication industries.

The Technology:

Python, Zope, Ajax, CSS2, Java, PostgreSQL, Oracle, Watir.

References:

"I work with STX since 2006. People who are working there is a team of competent and committed, energetic, well organised specialists. Together we create a system that realizes the needs of my clients. I highly recommend it."

Bogumila Szczepkowska, Service Desk Manager at Infovide Matrix S.A.