Efficient Business Integrators is a company who specializes in providing technical support to owners of barcode scanning software and hardware. They needed a knowledge base and support ticket system to replace their existing outsourced solution in order to improve efficiency and decrease operating costs.
I first helped them with a series of interviews and documentation to establish their long-term business goals, to define measurable business needs based upon those goals and to develop a list of specific software requirements to meet those goals. I then evaluated over 60 different software vendors providing specific pieces of the overall solution. The result is a website which supports the business goals and day-to-day business operations.
Specific high-level features include:
- A completely mobile-friendly website.
- A searchable knowledge base of technical support articles including photos, file attachments, videos, embedded PDFs and related articles.
- Access control to articles based upon user role (public, paying customer, non-paying customer, employees)
- A support ticket system.
- Group messaging capabilities based upon user role and custom user attributes.
- Integration with MailChimp for mass messaging campaigns.
See http://support.efficientbi.com to view the live website.