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Installazione on premise di Rexpondo, formazione e supporto

Il progetto in breve

Installazione on premise di Rexpondo – ((OTRS)) Community Edition per la gestione delle richieste da parte dei clienti e fornitori esterni.

Cliente
Ferroli Spa
Data
2017

Richieste

  • Installazione di un sistema di ticketing per la gestione delle richieste ricevute dai clienti e per la gestione delle stesse verso i centri di assistenza. Il ticketing deve gestire sia flussi di anomalia sulle caldaie sia flussi di interventi di manutenzione programmati.
  • Integrazione con piattaforma IoT del cliente
  • Supporto e formazione per la gestione del sistema
  • Consulenza per evolutive e miglioramento del sistema

Soluzioni adottate

  • Installazione della versione ((OTRS)) Community Edition version 5 e successiva upgrade alla v.6 ed a Rexpondo con la possibilità di apertura ticket da email, da interfaccia e da form presente nel sito aziendale.
  • Implementazione di plugin per il censimento di nuove tipologie di campi dinamici per il recupero delle informazioni sia via web service che database da altri sistemi già presenti in azienda
  • Notifiche via SMS verso i centri di assistenza e verso i clienti
  • Integrazione con Service.Net
  • Corso di Formazione con parte teorica e pratica per utenti amministratore e utilizzatori del sistema
  • Corso di Formazione per operatori che utilizzano il sistema
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