Client: Jetking Infotrain
Challenge:
Jetking manages a high volume of laptop support tickets and needed a more efficient system to improve response times. Their existing setup struggled with slow ticket processing, manual issue categorization, and scalability limitations, leading to delays in customer support.
Solution:
We modernized Jetking’s ITSM ticketing system by integrating the following AWS and third-party services:
- Amazon EC2 for scalable computing power to handle ticket processing
- Amazon API Gateway to streamline communication between the ticketing system and external services
- Application Load Balancer for optimized request handling, ensuring fast ticket resolution
- Amazon CloudFront for accelerated content delivery, reducing system latency
- Amazon Route 53 for efficient domain routing and improved service availability
- MongoDB Atlas for a reliable, cloud-managed database to store ticket records and customer interactions
- Twilio + Meta Business API for seamless WhatsApp ticket updates and automated customer communication
Results:
✅ 30% faster ticket resolution, improving customer satisfaction
✅ Scalable infrastructure, ensuring smooth operations during peak ticket volumes
✅ Automated WhatsApp notifications, enhancing customer engagement and response times
Testimonial:
“AWS and integrated automation have transformed our ticket resolution process. Customers now receive faster responses, and our support team operates more efficiently.”
— Avinash Bharwani, Chairman, Jetking Infotrain