(Unified Support Platform)
One support tool for everyone — replaced Freshdesk, saved ~₹55L/year, 100% adoption in 2 weeks. AI suggests resolutions that update after every customer reply.
Everyone creates and manages support tickets directly from the Impetus platform, no separate login or software needed. Covers all types of issues: shipping problems, invoice questions, quality disputes, production delays, planogram issues (for store users) and general requests. Supports file attachments (spreadsheets, PDFs, documents, images), has role-based access (separate views for ticket handlers vs. ticket raisers), full email integration and SLA tracking dashboards.
AI suggests resolutions that update after every new message, currently for ASN (shipping), AWB (courier tracking), Fit/PP (quality sampling) and DPR (Daily Production Report) issues.
Replaced Freshdesk; old tool licence not renewed. Historical ticket data being migrated for continuity.
Everyone has one place for support, no more switching to a separate tool. Support agents get AI-suggested solutions that update with every message. The organisation saves ~₹55 lakh per year by retiring the old support tool's license. Key metrics: support ticket resolution TAT (Turnaround Time) reduced 40-60%. ₹55L annual cost saved by retiring Freshdesk license. 100% adoption in 2 weeks, zero users left behind.
