Problem

Order fulfillment is a complex process in a large corporation. The sales department support department
was set up to fix broken orders and deliver results as promised by the sales team. Communication was
done with paper forms in an era prior to open source content management and ticketing systems. Paper orders were next
to impossible to track further than in basket and out basket. There was a need to track support requests
and enhance productivity.

Action

An analysis was done to find the easiest possible ticketing use cases. A simple ticketing system was suggested
mock ups were reviewed by the management team and end users. The application was written, beta tested and
then released for use.

Results
Support requests no longer fell through the cracks and support managers were also able to track productivity
and schedule staff accordingly.