Ferroli

Rexpondo on premise installation
training and support

Project details

On premise installation of Rexpondo – ((OTRS)) Community Edition for managing requests from customers and external vendors.

CUSTOMER

Ferroli Spa

DATE

2017

The project in brief

On premise installation of Rexpondo – ((OTRS)) Community Edition for managing requests from customers and external vendors.

Requests

  • Installation of a ticketing system for the management of customer requests and for the operational part of these tickets in the relative service centres. Ticketing must manage both flows of anomalies on boilers and flows of scheduled maintenance work.
  • Integration with the customer’s IoT platform
  • Support and training for system management
  • Consulting for system evolution and improvement

Adopted solutions

  • Installation of ((OTRS)) Community Edition version 5 and subsequent upgrade to v.6 and to Rexpondo with the possibility of opening tickets from email, from interface and from form on the company website.
  • Implementation of plugins for the census of new types of dynamic fields for the retrieval of information both via web service and database from other systems already present in the company
  • SMS notifications to service centers and customers
  • Integration with Service.Net
  • Training course with theoretical and practical part for administrator and system users
  • Training course for operators