Shawcroft Retail

Shawcroft Retail were finding that customer service had outgrown their email account based system, it was impossible to access ownership of issues and some issues were not getting responded to in a timely manner or worse, not at all.

After discussing Shawcroft’s requirements we performed an analysis of the market looking at all available options - Open Source, Paid and Hosted Services. We established that OsTicket, one of the leading ticketing systems with 1000’s of users in 175 countries, would meet the requirements and as an Open Source project would have no licensing costs and could be customised as required.

We created a dedicated Amazon Web Services EC2 Micro host within Shawcroft’s existing AWS account and utilised spare capacity on their Large RDS database instance. We then connected OsTicket up to Shawcroft’s various Google Apps email accounts which they used for customer service.

The end result was an excellent easy to use ticketing system on a minimal budget.