Over 150,000 Customer service center tickets are generated annually by backlog customers who need access to their backlog, shipment, and invoice information.

Enterprise Backlog Report System & Subscriptions
0→1 Transitioning from Customer Service to an Online System

Enterprise Backlog Report System & Subscriptions

0→1 Transitioning from Customer Service to an Online System

Background

The backlog report system serves as an enterprise solution aimed at overseeing comprehensive shipping details between buyers and suppliers. Within the semiconductor sector, we manage part numbers, statuses, requested delivery dates, and company names, which includes 36 columns of data. Before the implementation of the backlog report system, Texas Instruments processed backlog tickets requested by customers, producing 150,000 tickets monthly through the customer service department manually. To reduce this considerable burden, we decided to develop a backlog report system that enables customers to track their substantial orders and subscribe to automatically generated reports on their own.

Background

The backlog report system serves as an enterprise solution aimed at overseeing comprehensive shipping details between buyers and suppliers. Within the semiconductor sector, we manage part numbers, statuses, requested delivery dates, and company names, which includes 36 columns of data. Before the implementation of the backlog report system, Texas Instruments processed backlog tickets requested by customers, producing 150,000 tickets monthly through the customer service department manually. To reduce this considerable burden, we decided to develop a backlog report system that enables customers to track their substantial orders and subscribe to automatically generated reports on their own.

Before and After

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