Industry
Telecom Service Management, Non-profit
Technology
Angular, .NET
About Our Client
Charter Communications (USA) is a leading telecommunications company delivering broadband, video, and voice services at scale. To support its high-volume customer operations, Charter required a robust and tightly integrated support system capable of managing complex service requests efficiently across teams.
Challenge
Charter Communications faced operational challenges in handling large volumes of customer support requests received via email and other channels. The lack of centralized ticket management made it difficult to track request lifecycles, maintain historical activity logs, ensure timely assignment to relevant teams, and maintain consistency in communication. The organization required a scalable solution that could seamlessly integrate with its existing custom CRM while improving support team productivity and visibility.
Solution
e-strats designed and developed ECAF, a custom Ticketing Management System tailored specifically for Charter Communications. The solution automatically converts incoming email requests into structured service tickets and assigns them to appropriate team members. ECAF provides a centralized dashboard, complete activity history, standardized message queues, and seamless integration with Charter’s custom CRM. The platform enables support teams to manage requests, track progress, and collaborate more effectively within a single unified system.
Results
- Streamlined ticket creation and assignment through automated workflows
- Improved visibility into support operations via a centralized ticketing dashboard
- Faster response times and improved task management efficiency
- Complete audit trail with historical activity logs and message tracking
- Enhanced operational efficiency through deep CRM integration
Tools & Technologies
- Front-end Architecture: Angular (Single Page Application)
- Back-end Engineering: .NET Core, RESTful Web APIs
- Database Management: Microsoft SQL Server
- Integration Points: Proprietary CRM, SMTP/Email Ingestion Protocols
- Project Governance: Agile Development Methodology