Case Study

IT Online Customer Service

Agility - Customer Service:

Online customer service portal for enterprise IT customers- Launch Site

Project Overview:

Agility worked with Anderson-Taylor and LivePerson develop an online customer service system for their enterprise customers. This website portal is a place place for Agility employees to login and handle IT issues direclty from their enterprise level clientel.

Anderson-Taylor utilized existing LivePerson technology and LAMP architecture to develope a new online customer service process which enables ease of usability and brings projects in on time withing the objective parameters for Agility's clients.

The  resulting website portal is a robust fully functional, easy to navigate and feature rich online customer service portal which  provides Agility customer services and IT employees with the an online project management tool completely integrated with the front end customer service chat and trouble ticketing areas. Anderson-Taylor utilized its own method to research, develop and implement this new system. To enable this process, the following components were designed and developed:

• Integrated Flash based tools to allow customers to quickly request new IT services or inquire about existing services.
• Eacy to navigate interface allowing corporate admin and enterprise customer IT support and live customer service with the click of a button.
• An easy to understand and readily available admin area to log all requests, deploy help desk tickets and build IT projects per each customers agreement and terms of service.
• The integration of LivePerson live customer services technology with a robust fully managed customer service and project management system.
  
• An easy to understand existing client portal area.

Parts of the site were integrated into Lytework , Anderson-Taylor's Project Management System allowing admin and client users to view and manage all customer service, project management and eventually billing issues.

This new web site portal has been well received by LivePerson and their Agility client, with talk of more integrated projects in the future.