On IT
Industry: Telecommunications & IT Services
Sector: Internet and Data Communications
Globalcom is a leading provider of internet, data communications, and multimedia
solutions operating across Lebanon, Iraq, and the Gulf region. They needed a helpdesk
system to manage incoming customer support tickets efficiently and assign them to the
right technical teams, mainly focusing on hardware issues such as routers. Their
existing process lacked integration and automation, which slowed down ticket resolution
and impacted customer satisfaction. Partnering with Azkatech, an Odoo Gold Partner,
Globalcom implemented a fully integrated Odoo Helpdesk solution. The system enables
ticket creation, assignment based on issue type, and provides real-time updates to
customers through notifications. The solution also supports detailed ticket tracking,
attachments, and comprehensive reporting, significantly improving the efficiency of their
technical support team and enhancing the overall customer experience.
