Onymia – Ticketing System

Summary

The Onymia team faced a common challenge: support requests scattered across emails, customer information saved in notes, and financial data stored in isolated files. This led to delays, errors, and difficulty in providing a smooth customer experience.

To solve this problem, I developed a custom ticketing system specifically designed for the company’s needs.

Key Features & Customizations

• Centralized Request Management: Customers submit and track support requests through a single platform.
• Custom Workflows & KPIs: Filters, priority management, and response time tracking.
• Customer Portal: Each customer can view their open and completed requests in real time.
• Financial Integration: Proposals and invoices are linked directly to requests, connecting operations with financial data.
• Admin Tools: A dashboard to monitor workload, performance indicators, and customer satisfaction trends.

Business Outcome

• Response times decreased by 40% due to improved management.
• Administrative costs were reduced by 30% by automating repetitive tasks.
• Customer satisfaction increased with greater transparency and faster resolution.

The result was a unified point of reference, which allowed the Onymia team to focus more on their customers and less on managing fragmented data.