SaltLogix
Professional IT support platform with real-time ticketing and customer management
The Challenge
SaltLogix needed a modern platform to manage their growing IT support business. Their existing system was fragmented across multiple tools, leading to inefficiencies, missed tickets, and poor customer experience.
- ▸Tickets managed through email, losing critical information
- ▸No centralized customer database or history tracking
- ▸Manual billing and invoice generation taking hours weekly
- ▸Lack of real-time status updates for customers
- ▸No mobile access for technicians in the field
Our Solution
Intelligent Ticket Management
Automated ticket routing, priority assignment, and SLA tracking. Real-time notifications keep technicians and customers informed at every step.
Self-Service Platform
Customers can submit tickets, track progress, view history, and access knowledge base articles 24/7, reducing support burden.
Field Technician App
Progressive web app for technicians to manage tickets, update status, capture photos, and get signatures on-site.
Integrated Invoicing
Automatic invoice generation based on time tracking and service agreements. Integrated with Stripe for seamless payment processing.
Technical Implementation
Core Features
- ✓Multi-tenant architecture with role-based access
- ✓Real-time ticket updates via WebSockets
- ✓Automated email notifications and reminders
- ✓Knowledge base with full-text search
- ✓Time tracking and resource scheduling
- ✓Custom reporting and analytics dashboard
- ✓API integrations with third-party tools
- ✓Offline-capable PWA for field work
Development Process
Discovery & Planning
2-week sprint to map existing workflows, identify pain points, and design the optimal solution architecture.
MVP Development
4-week build of core ticketing system with customer portal and technician mobile app. Early testing with select customers.
Feature Expansion
3-week phase adding billing integration, knowledge base, and advanced reporting based on user feedback.
Launch & Optimization
Phased rollout with continuous monitoring and optimization. Training provided for all staff members.
Results & Impact
Operational Metrics
Business Growth
“OpenBLT didn't just build us a ticketing system - they transformed our entire business. The platform has allowed us to scale efficiently while maintaining the high-quality service our clients expect. It's been a complete game-changer.”
Ready to Transform Your Service Business?
Let's build a custom platform that streamlines your operations and delights your customers.