Delivered effective Help Desk software yet again

Business had grown with it came customer support issues. Lack of system led to delayed customer support that was highly individual dependent and expensive.

The customer was on a lookout fro a system that could reduce individual dependence at the same time maintain customer contact and history information. The customer wanted a one stop support system that could reduce costs.

The peculiar business intricacies and client business model required us to design a tailor made solution for him with anywhere anytime access allowing the sales and support team access anytime.

We proposed and designed a web based solution on MOSS 2007 to take the benefits of its sound architecture, enterprise search, document management functionality and workflow implementation.

Some of the benefits that the solution were:

• A single point ticket booking and customer response for status of ticket.
• Dashboard and escalation mechanism implementation
• Department wise segregation of tickets at help desk level and quick resolution.
• Document Management System & Knowledge Base ensured help desk was well equipped to answer queries.
• Help desk spent more quality time with customers and call duration were much shorter
• Quick turnaround to customer queries led to happy customers
• Efficient reporting tool provided status reports to management aiding them to plan better and further improve customer services.

The client also saw huge productivity and cost improvements. Click here to know more about this solution.

Trouble Ticket Tracker ensuring customer smiles

The client wanted to implement more efficient system to improve his customer service standards

The business had grown and existing support system was unable to take the loads and required additional manpower, provided less accountability and longer time to support the customer. Inefficient customer service was eating into the profits and had a risk of loosing customers too.

The solution desired was to have a single point of contact with the customers, quick resolution of queries, a central repository of knowledge base conveniently available to all involved, and workflow for escalating the issues that need additional support or are delayed beyond agreed service levels.

We developed a solution for the client using Microsoft Office SharePoint Server 2007. The system was developed in a manner that anybody on the help desk could easily refer history records of the client, book trouble tickets, suggest solutions. The help desk staff could select a workflow for the ticket so that it is automatically forwarded to the respective department for further actions.

The tickets are updated on respective department dashboards and follow the workflow with defined service levels.

Reporting tools provided the management with system updates. As a result of the system implemented the help desk spent much more quality time with the customers, there was a faster turnaround of customer complaints. The number of calls managed per help desk increased significantly and with growing knowledge repository the skill set required to manage the help desk reduced significantly.
The system improved customer service and reduced the cost of managing customer complaints adding to the bottom line.

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Launched e-Learning platform for a developer of interactive learning solutions for the medical device industry

When professional spine community was considering improving access to new information to its members, conventional means were quite ineffective. The community decided to employ more innovative methods to reach out to its members when they could spare little time from their busy schedules for these initiatives. We were shortlisted for this initiative to develop an innovative e-learning tool that was high tech, yet functioned as close as possible to traditional learning methods. The scope was extended to help spine surgeons earn their CME points through approved evaluation methods.

We used our tech and domain expertise to develop this exhaustive e-learning solution for these healthcare professionals. The solution is designed in Microsoft .net and enhances learning experience, supports existing teaching methods and provides a learning medium that can be accessed anytime, anywhere.

The community extended enhanced learning through this medium by attaching CME credits and CME-certified courses. We created a Knowledge Check Management system that provides evaluation sections with the Topics and Products/Surgical techniques as necessary. A tracking and reporting tool helped keeping tabs on the knowledge checks attempted by the learners. The reward points system allowed access to next levels.

The solution implemented template based LCMS that allowed SME (noted surgeons) to create updated reference material and create dynamic content complete with version control.

The solution offered multiple features that enhanced the learner experience such as web-based Notebook. This online notebook allowed the readers to access their personal notes and materials anywhere any time. This online notebook allowed the surgeons to upload the surgery notes; images and videos directly into their private online Notebook. In addition the system also provided Calendar of Events, Industry News feed and a Forum.

We are currently working on a enabling the solutions on mobile phones and I-pads.

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Deployed a Sophisticated Document Management System for world class engineering and construction contracting company

When this large company was looking for an effective enterprise wide document management system to ease regulation compliance and improve collaboration among its employees across locations, we designed and implemented a DMS based on Microsoft Sharepoint Server 2007.

The most important benefits that they were looking for were more effective collaboration among employees, improved compliance to rules and regulations and improved and controlled access to documents.

Cygnet Infotech chose to implement a solution based on Microsoft Office SharePoint Server 2007 equipping the company’s employees with the necessary tools and resources that allowed effective collaboration and compliance with company rules and regulations easily.

The company had presence across multiple locations, the employees constantly produced documents and contracts that were subject to approval processes and input from colleagues spread across locations. The client worked with our IT team to deploy the new document management solution.

By deploying Microsoft Office SharePoint Server 2007 we helped the client to provide advanced document sharing capabilities and a more effective and easily searchable interface to its employees saving time and boosting productivity. The information was stored in a single centralized repository, using the search function to find related material.

The employees could collaborate on documents securely, track changes easily, and include version information. The employees could easily work together on the same documents and share them with other employees without any location hindrance. The solution offered Active Directory based authentication. The solution was accepted readily by the employees due to familiar Microsoft Office 2007 interface.

Workflow Implementation and email notifications allowed automatic routing of documents to relevant stakeholders. Automatic escalation and email notifications ensured task completion and less chaos.

The platform reduced the consulting costs and development time on key projects from months to weeks.

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Making cnc machines, Bogged down by expensive software that goes with your machine

It is time to think if your inexpensive cnc machine does not sell your desired nos. due to expensive software requirements. It is time to invest in customized software that you can package with your machine cost and ensure you sell larger nos.

We recently designed a customized software for a sheet metal cutting machine manufacturer that’s is simple to use, does nesting to optimize sheet usage, generates G-code instructions for the machine. The machine manufacturer decided it package it with the machine cost avoiding expensive software cost for his customers. He is already booked for deliveries for the rest of the year.

If you are looking at a customized solution to work for your CNC machine, do contact us

Innovative software designed specifically for Sheet Cutting Industry/ Windows based CAD Cam CNC Software

This business solution has been designed for a CNC Machine manufacturer to address the need of his shoppers (sheet cutters, lathe manufacturers) who need minimize material wastage.

This windows based platform helped the shoppers to create their own designs and convert CAD DXF and graphics designs into GCode / CNC Toolpaths for machines parts and components.

The solution uses Shape Nesting algorithm that automatically arranges the vector shapes to get optimal material usage and minimum wastage. The algorithm works in a manner that it arranges the vector shapes / parts as close to each other as possible at the same time making sure a sufficient gap allow easy part cutting.

The solution combines two steps in single software. The solution provides design module that allows you to define your own shapes or use existing shapes from the shape library. The second module generated GCODE that links with machine process immediately using a simple mouse click.

The solution offers multiple features such as allowing operators to create orders using existing assemblies, allowing shape importing from other applications, Exporting cutting layouts to CNC machines.

The above mentioned features make the tool extremely powerful yet the solution’s ease of usage is awesome.

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Innovative ECM that boosted Collaboration, Document Management as well as Enterprise Search

Our client world class engineering and construction contracting company had setups across multiple locations and faced a need for effective collaboration and information sharing.


The company zeroed in on Cygnet Infotech a Microsoft Gold Certified Partner, to setup an enterprise wide document management system.


We chose Microsoft Office Share point for its collaboration and enterprise search facility to implement this enterprise wide DMS. We worked to best exploit the functionalities of Sharepoint for document publishing, content management capabilities and workflow to design and implement the DMS giving due respect to document management practices already prevalent in the organization. We extended the organization active Directory for roles and rights management across locations. We designed multiple workflows for document approvals leveraging the workflow functionality of Office SharePoint Server 2007

Ease of Use through effective use of enterprise search based on keyword searches( based on metadata properties, content etc) made documents search quick and accurate

The implementation allows the users to collaborate on documents securely among different locations, track changes easily, and include version information. They are also now better equipped to comply with regulations on document retention.



The solution offered benefits that were visible in short span such as increased collaboration among employees, efficient publishing and information sharing, and relevant search results.


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