Customer Service Ticketing System

The Challenge

With over 300 dealerships across 34 provinces, the client had no single view of customer complaints or service escalations. Warranty claims were tracked in spreadsheets. Regional managers had no real-time visibility into dealership performance. Customer complaints took an average of 11 days to resolve due to manual handoffs between departments.

What We Built

We built a centralized ticketing platform with role-based access for headquarters, regional coordinators, and dealership staff. Tickets are automatically routed based on issue type, region, and SLA tier. A real-time dashboard gives regional managers live visibility into ticket volume, response times, and escalation rates. Integration with the client's existing CRM ensured customer history was available on every ticket.

The Outcome

Average ticket resolution time dropped from 11 days to 3.2 days. Escalation rate decreased by 44%. Regional managers now have real-time visibility across all dealerships in their territory. The platform handles over 8,000 tickets per month at peak across the national network.