Support cases lack operational context
The gap creates delay, manual reconciliation or incomplete visibility between teams.
01 /Support & Knowledge
Connect service requests, quality issues and knowledge to the operational record.
Track service and quality cases through assignment, SLA, workflow and resolution while building a searchable knowledge base.
02 /Operational problem
Where disconnected tools create friction.
The solution is designed around the process crossing operational, commercial and financial teams.
Recurring issues are difficult to identify
The gap creates delay, manual reconciliation or incomplete visibility between teams.
Knowledge and corrective actions are separated
The gap creates delay, manual reconciliation or incomplete visibility between teams.
03 /End-to-end workflow
One process from source event to business result.
The exact stages, controls and integrations are configurable by organisation and operating model.
01Request or issue
02Classification
03Assignment
04Investigation
05Corrective action
06Closure and knowledge
04 /Core capabilities
2 modules on the same operational foundation.
Start with the required scope and add capability without introducing another identity, master-data or reporting layer.
01 · Support & Knowledge
Support & QA Tickets
Ticketing for customer support requests and internal quality issues, with threaded messages and workflow-driven resolution.
WebiOSAndroidWorkflow enabled
Key capabilities
- Support tickets with priority, category, assignee and status
- Threaded ticket messages and attachments
- QA tickets with comments for internal defect tracking
- Notification on assignment and status change
- Workflow support
02 · Support & Knowledge
Knowledge Base
Structured help centre with categories, articles and media, including a one-click importer that migrates an existing Help Scout knowledge base with all its images re-hosted locally.
WebiOSAndroid
Key capabilities
- Categories, articles, attachments and media assets
- Public help-centre routes with article slugs
- Help Scout importer with selective collection/category/article picking
- Automatic download, de-duplication and re-hosting of article images into platform storage with link rewriting
- Import run history with per-article media issue reporting
05 /Connected departments
Operational roles work from the same governed record.
Support teamsQuality managersOperations teamsCustomer success
Customers and assets
Projects and operations
Quality and management reporting
06 /Expected business outcomes
01
Faster issue resolution
02
Visible ownership and SLA
03
Repeatable QA handling
04
Reusable operational knowledge
07 /Relevant implementation story
Multi-location container operation
Read the story Connecting gate, yard, container history, EDI and billing.
An anonymised implementation pattern for operations that need gate, yard, customer service and finance to work from the same container movement history.
08 /Tailored scope
Map the real process before selecting the final module scope.
Bring a current workflow, approval chain, integration requirement and desired outcome. The demo can use your roles, locations and operating model.
Discuss this solution