How did we help TEKaHelp simplify troubleshooting using a QR app?

The client is a well-established business that wanted to decrease wait time for customers and help its employees serve them better. He was looking for a web app to make troubleshooting easy by reading QR codes leading to data added by the admin user.

Since this would need a digital sensor that would read the image, we needed high-performing technologies. The app would also contain a lot of information in the form of dynamic data that would be frequently added and updated.

So we proposed the technologies that would make it high-performing and keep the interface simple. We also made the app responsive so that customers do not have to wait to receive help, irrespective of their device.

TekaHelp had to be developed from scratch and deliver high performance on all the devices. It needed three users: the employees at the senior level who would check and enter data, the employees who would read the QR codes to assist the customers in troubleshooting, and the customers.

It also needed a simple interface that would enable the users to upload images and get access to easy customer service. It would be dynamic, accessible on all devices, and perform without delay.

Our team was intrigued to work on the project as it gave them a chance to use their expertise to help both the employees and the customers. The interface app is divided into three users who will log in to access their dashboard with different user types. Each of them will have a different role in the customer journey and will have access to different features.

• Admin
• Customer(Company)
• User(Employees)

Development

The client came to us with the raw idea of developing an application that would enhance the quality of customer service their business offers. He wanted an app that would read QR codes, let seniors enter data, and let customers upload images. Since the app would target both employees and customers, it had to be simple, highly functional, and attractive in layout. Our team researched to find the best technologies. We decided on:

• Frontend: React JS
• Backend: Net Core
• Database: MS SQL
• Cloud: Azure

Frontend

On the front end, we wanted the interface to be simple yet responsive to make it easily accessible. Furthermore, since it aims to make troubleshooting easier, we also added a lot of options under each category to make it easier for both the employees and the users seeking help.

Some functionalities it offers to the users are:

• Dashboard
• Area Type 
• Customer or User
• Company
• Device Type 
• Guide Type
• Media Type
• QR
• QR Upload
• QR Review

Interlinking QR codes

Since the customer has many warehouses, this meant working with a fair number of devices, customers, and complaints. Frequently, these are the same issues with multiple devices that need the same troubleshooting measures. This generates a lot of data and also takes a lot of time.

This shortcoming was overcome by adding functionality to interlink the troubleshooting measures in one QR code. This meant that if the process to install all the Canon inkjet printers is the same, the administrator does not have to separately type the steps for every Canon printer unless they are different. 

They can simply create the documentation once and then link it to the new code. It will take the employee to the same link or PDF without adding more data.

TekaHelp was able to simplify providing quality services to customers by reducing the wait time. It makes it easier to seek help and explain the issues to the users. At the same time, it helps the companies by keeping the data updated, reviewing employee performance, and increasing their brand reputation. This inevitably leads to an increase in revenue generation.