Empowering Clients with Real-Time Data
Client
BMIT delivers secure IT, cloud, and infrastructure services, supported by customer support and technical teams.
Industry
IT industry specializing in cloud hosting, infrastructure, and managed solutions.
The Challenge
BMIT faced workflow inefficiencies and extra workload from limited ticketing systems and client requests.
Key Results
The Solution
Kaapisoft built a portal enabling real-time monitoring and integrated support management.
Technology Used
Custom Portal Development, System Integration, Rich Data Visualization, Database Management Systems
The Client
BMIT is a leading organization that provides IT services, including securely hosting servers and data, outsourcing IT infrastructure, and managing solutions like cloud hosting, disaster backup, and remote working. Two key stakeholders are the customer support and technical teams.
The Challenge
BMIT faced a double-sided problem affecting both client facing and back-office operations. Clients frequently requested simple data (traffic bandwidth, power circuit loads), incurring extra load on the teams. The off-the shelf ticketing system used by the customer support team was limited, creating inefficiencies and a workflow bottleneck between the support and technical teams.
The Solution
Kaapisoft delivered a custom-made solution designed to optimize workflow efficiency. The core solution was the creation of a Technical Information Portal that BMIT’s clients could access for real-time monitoring of their services, performance, status, and data graphs. This portal was integrated with the backend of the customer support system, allowing clients to create, respond to,
and track the history of support tickets directly. Clients gained flexibility to request other services, such as booking a delivery date for new servers, from within the same portal.
Key Results
Streamlined Workflow Efficiency:
The Technical Information Portal enhanced the efficiency of workflows between the customer support and technical teams.
Reduced Unnecessary Workload:
Workload was significantly reduced by giving clients the autonomy and flexibility to access their server data and information in real time.
Enhanced Data Access:
Clients benefited from new features such as rich data visualization and reporting flexibility, including easily exporting data in different formats.
Increased Satisfaction:
Customer satisfaction and the perception of product quality were drastically enhanced.
Testimonials
“As a leading data centre serving a number of high profile industries, we wanted to provide our customers with a highly functional and secure portal that integrates with our systems to provide a holistic view of their services hosted with us.
It was clear from the start Kaapisoft understood our requirements and worked hard to deliver these in a timely fashion. The attention to detail was fantastic and ongoing support provided is great”
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