Auto Ticket Dispatcher / Twilio Integration
INTRODUCTION
A dairy processing company operates a busy facility where timely maintenance and quality control are crucial for productivity and safety.
CHALLENGE OR OPPORTUNITY
The company faced delays in responding to service requests due to manual ticket assignment processes. Critical issues often went unaddressed for too long, affecting production efficiency.
SOLUTION OR APPROACH
To improve response times, the company integrated Twilio with their ticketing system (like ServiceNow) to automate ticket dispatching.
Implementation:
- Automated Notifications: When a new service ticket was created, the system automatically sent SMS notifications to available staff members using
- Immediate Dispatching: Staff could respond directly to the SMS, indicating their availability to take on the ticket, leading to real-time
- Integration with Shift Roster: The system was connected to the shift roster to ensure that only employees on duty received notifications.
RESULTS AND BENEFITS
- Faster Response Times: The time to acknowledge and address service requests decreased by 50%.
- Improved Communication: Staff members received instant notifications, which streamlined communication and ensured that urgent tickets were
- Increased Productivity: With automated dispatching, the company was able to handle more tickets efficiently, leading to improved operational
This integration of Twilio for automated ticket dispatching enabled the dairy processing company to enhance its responsiveness and overall service quality, ensuring smooth operations in a fast-paced environment.