Write some Software

We're a tech support company that needs to build a customer support system so that can easily provide our services to our customers that require our services immediately. An example would be. The customer has a contract with all of the printers in their office. With this contract we will provide either onsite or phone support depending on the level of service required. we would need to build an internal system for ourselves to keep track of our customer. As well as a front end system so our customer can create a ticket of sorts online or through an app (this will be optional) our internal tracking system will need to be robust and easy to use so any new staff can be easily trained. but not cumbersome and overly complicated. It will need to be able to integrate with out current setup with is currently just a spreadsheet system most of our customers will call our service center to request any support. From there our dispatch wil need to send be able to log the call and send the ticket and detail to a local tech. The local tech should be able to be able to accept the ticket from their smart phone and be able to contact the customer directly. From there the tech will need to be able to time stamp and log any milestones from accepting the call. To calling back the custoker to the travel time to the customer and when they reach onsite. And when then either close the call or suspend the call. It will also need to be able to keep track of any parts that have been ordered or used for any machines via a bar code or serial number. If this seems a little too complicated to you I'll try to put it Into steps. - ticket sent from dispatch to local tech -tech accepts ticket -tech calls back customer - tech travel time from accepting ticket to arriving onsite -any parts need for that machine -any suspend times for in progress calls due to parts not being available or unable to fix at the site -Closing the call and total repair time This might be a complicate system or it could be very simple it all depends on how you approach it. We are open to any suggestions to this process and are wil to make it easier as possible. While still having some accountability involved. The front end support for the customer on our website will most likely be another project for a redesign of our website. But for now we would like to work on an internal system first. And be able to handle our calls and keep track of everything with easy to use software. The most important part of this project is to be able to make our techs job easier and so save on time and resources. No one like to spend unease scary hours filling in paperwork and punching a clock everything they make a little mode. It possible a gps tracking system or geofence could be utilized as part of their phone. So a lot of the logging would be done automatically and it would save from checking in manually in case some techs would forget to do this. But again we havnt got a firm idea as to how the system would work and were open to any experienced contractors tips and ideas. Please make your bid according to the job requirements and also please state your approach and any details and suggestions you would have for this system.