Atlas Systems case study

1. DRIVING CUSTOMER DELIGHT
Case study of AuditTool project

2. OVERVIEW
• The main purpose of this tool was to receive audit reports and open a ticket
in the audit tool; the operator could work it and eventually reply to the
auditing body and / or integrator if needed
• The tool should show the text of the original problem, retain the subject title
of the audit and should retain all the related attachment(s) originally sent by
the auditing body and / or Integrator
• All correspondence for a given audit and its related attachment(s) - whether
sent to or from Flycell - should be retained so that the full audit history (from
date of receipt to final date of resolution or closure) is established and
documented

3. CHALLENGES
• Flycell was receiving audit tickets from different Auditing entities and/or
Integrators in a non-standard way via different email accounts allocated to each
parties or entities
• For some entities, the operator or executives had to login to auditing body’s site
and gather more information about the ticket and problems raised
• Each audit entity follows different patterns and formats to report issues/changes
including attachments or external material dumps with information
• Internal campaigns, public notices, advertisements, affiliate offers etc. were of
time bound activity and exceeding these timelines was causing unwanted
escalations and operational cost
• Flycell realized that the time spent was too high in resolving audit issues and
concerns
• Regulatory guidance was time bound and compliance of those was critical

4. CHALLENGES
• Often the huge response time taken for resolution or missing timelines was
resulting in penalties and sometimes revoking of certifications
• Cause for delay was due to
• Many functional teams involved,
• Decision making and hierarchy,
• Communication between teams,
• Not having full understanding of change/problem,
• Too many communication iterations via emails and it’s tracking,
• Not having knowledge of history of change,
• Lack of visibility of earlier resolutions and agreements,
• Not in-time delegation of reported problems/change to respective teams
(alerts and automatic notifications)

5. SOLUTION
• AUTOMATIC AUDITTOOL
• Mail forwarding configuration
• Reading and parsing of audit specific emails
• Attachments handling and sniffing within attachments
• Identify different entities, groups, ticket trails etc from email body and
attachments
• Create new tickets or append to existing tickets via ticketing system
• Email alerts and notifications of latest to all involved teams and respondents
• Single point access, response and resolution system
• Easy traversing of mail chains and history of ticket
• Fact sheets and ticket consolidation for audit purposes
• Timeline alerts

6. SOLUTION
• WEB CRAWLER
• Java based application to crawl
• configured keywords, campaigns search via renowned search engines
• Search result parsing and depth traversing
• Interested site and specific page hits from search results
• Proofing, analyzing and validation of content in site / page
• Full length Screenshot capture of problematic page
• Ticket creation with found result and email alerts

7. SOLUTION
• TICKETING SYSTEM
• A custom solution, tailor-made to customer needs
• Tailor-made, user friendly and intuitive
• Went on to become customer care tool extensively used by business and
support teams spanning all operational countries
• Customized for 10 countries
• Tickets handling are based on business segmentation
• Includes one-click repayments, recharge, subscriptions, un-subscriptions,
customer history, transaction history, spontaneous ticket creation, editing,
tracking, auto assignment, re-allocation, capacity management, privileges etc
• REPORTING AND ALERT MECHANISM
• Comprehensive reports to cover all kind of reports such as ageing, severity,
audit body, time bound activities, different statuses, keyword based, country
specific and lot more perspectives of entire audit process and its internals.

8. RESULTS
• After this implementation, none of the tickets/issues went unnoticed
• Respective teams could address all the tickets within given time lines.
• Turn around time was much faster (about 80% faster compared to manual efforts)
• Less manual intervention in the whole process, including reading of bulk email
exchange (as the same was organized in hierarchal/threaded conversation manner)
• None of the important pieces of information regarding escalation was missed
(including attachments).
• Internal re-assignments of tickets helped in simple and easy way of delegation and
information sharing.
• Integrators and 3rd party auditors were happy that tickets are resolving without
any delay.
• TECHNOLOGY
• PHP, MySQL, JQuery, JQGrid, JSON, PHP XPM Mailer, Mandrill, JAVA, Headless
browser engine