A robust ticketing system to manage inter-departments & vendors.
Deployment of NT3, a web-based Nectar Trouble Ticketing tool, increased customer service and boosted CSAT by streamlining inter-departmental relationships, resources and client management. NT3 gives complete visibility of customer details in a single tap on the mobile app.
Phased delivery from discovery through scale — each milestone tied to a measurable outcome.
Mapped Movicel's inter-departmental ticket flows, SLA gaps and vendor touchpoints.
Key outcome: Blueprint for a unified ITSM workflow.
Designed NT3 modules — Incident, Change, Config and Vendor management — with a mobile companion app.
Key outcome: Fully modular ticketing platform ready for pilot.
Rolled out NT3 to network operations and customer service desks.
Key outcome: MTTR reduced across priority incidents.
Scaled to all departments and vendors; enabled single-tap customer view on mobile.
Key outcome: CSAT lifted with faster resolution and clearer accountability.
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