Custom Software
Concierge
A unified internal service desk for a shared-building BPO. It gives the whole building one place to raise, route and resolve every request — from AmeeraTel staff and partner companies alike — tracked from submission to close.
The challenge
AmeeraTel runs a BPO and leases seats to partner companies in the same building — so three very different requests (IT problems, facilities issues, room bookings) kept landing in scattered channels from two different groups. Requests fell through the cracks, ownership was ambiguous, and partner companies had no clear front door or visibility once they had asked for something.
The solution
Built from the ground up around the reality of a shared building. Every request becomes a tracked ticket the moment it is submitted, moving through a shared lifecycle (New → In Progress → Pending → Resolved → Closed), routed to the right team by category, with SLA response and resolution targets and an approval step for facilities work orders. Room bookings integrate with Tuya smart locks so room access can be tied to the booking.
- IT Support — SLA-governed
- Facilities work orders — with approvals
- Room bookings + smart-lock access
- Category-based routing
- SLA targets & escalation
- Built to include partner companies
Results & impact
- Informal, untracked channels replaced with a single system of record for the whole building
- Clear ownership and automatic routing — every request logged, categorised and sent to the right team
- Accountability through SLAs — slipping targets are made visible and escalated
- A trackable history of what was requested, who handled it, and how it was resolved
Built with
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