Rebel Bee has recently worked on...
Primenet Helpdesk System
WHO ARE PRIMENET
Founded in 2010 as part of Systems-Express, Primenet Ltd is a leading UK provider of IT support services. They also supply network equipment systems, with a strong focus on economical, super-efficient storage maintenance services.
REBEL BEE’S CHALLENGE
Rebel Bee was tasked to create a bespoke helpdesk that collects all customer support requests from a wide range of sources and centralises them in one place. Primenet hopes that the helpdesk will improve the efficiency of the business, not only for support requests but will also focus on 3 other key features which include the profitability of client contracts, sales lead management and inventory management.
What Was Delivered?
Support Ticket System
Customers can create a ticket on the service desk and submit the technical issue they are facing, the ticket can then be assigned to a relevant engineer for the job. The engineer can provide live updates of the job, log the time it has taken them to resolve the issue and enter any expenses they had whilst working on that specific ticket. If they need to use stock hardware to resolve the issue, they can and the system will automatically remove it from the inventory.Profitability Of Contracts
Primenet can now manage all of their contracts in the system and see exactly how valuable each contract is. We subtract all expenses from the jobs and see how much profit the contract is on, and predict it’s monthly average profit according to the current situation. Additionally, we made it possible for the company to offer different pricing for their general customers, subcontractors and external tradesmen. Using an Account Fund feature, subcontractors can top up their account and receive credits and exclusive offers.Inventory Management
It’s important for Primenet to keep track of all their stock, especially because they have maintenance contracts and need spare on hand for replacements. Here in the helpdesk, we have made it easier for them to see all product purchases and suppliers that they have. They can see when each part was purchased, how long the warranty is, and what other products come with it on the same order. All stock is controlled through the helpdesk and is integrated with Primenet’s website. When Primenet updates a product on the software, it automatically updates on the website too.Sales Lead Management
This is a new feature that is still in development! More information coming soon.SERVICE BREAKDOWN
- Product Design UX/UI
- Project Management
- Software Development
TECHNOLOGY USED
- Symfony framework, Node.js
- PostgreSQL Database
- Firebase realtime DB
- Typescript+ReactJS
- React Native
- Gitlab CI/СD for delivery
Our new helpdesk is great. It’s has a modern interface that allows us to monitor long term contract profitability and it also allows us to control our stock and sales from a single platform!
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