Overview
Dedicated drone technical support & RMA tracking portal
A structured customer support desk portal for a specialist drone retailer — replacing a chaotic email-based support workflow with a proper ticketing system, knowledge base, and RMA tracking.
Reduced average ticket resolution time by 50%. Customer satisfaction improved dramatically.
50%Faster Ticket Resolution
4Weeks to Launch
↑Customer Satisfaction
0Lost Support Tickets
Services Provided
WordPress Development, Support System Integration, Custom PHP Development, UI/UX Design
Technology Stack
WordPress, Custom PHP, Advanced Ticketing Integrations
Timeline
4 Weeks
Key Features
Structured ticket submission system, Searchable knowledge base, RMA status tracking portal, Automated status update notifications, Priority routing for warranty claims, Customer satisfaction feedback
Outcome
Reduced average ticket resolution time by 50%. Customer satisfaction improved dramatically.
Process
Challenge & Solution
The Challenge
Support requests lost in an overflowing inbox
Airpix Store's support ran entirely on email. Warranty claims, repair requests, and technical queries mixed in the same inbox — leading to lost tickets and frustrated customers.
- → All support via unstructured email — tickets being lost
- → No repair status visibility for customers
- → Warranty vs non-warranty requests not being triaged
- → Support team overwhelmed with repetitive basic queries
The Solution
A structured support system that restores customer trust
Adam Apps built a dedicated support portal with structured ticket routing, real-time RMA tracking, and a knowledge base for self-service.
- → Ticketing system with category routing for warranty, repair, and technical queries
- → Live RMA status tracking for drone repairs
- → Searchable knowledge base for self-service issue resolution
- → Automated email notifications at each stage of the repair process
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