Prismberry Technologies Pvt Ltd

BACKGROUND

Please describe your company and position.

I am the Co Founder of Span Across IT Solutions Private Limited

Describe what your company does in a single sentence.

TaxSpanner delivers Taxation services to Individuals & Businesses through tech enabled solutions. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Prismberry Technologies Pvt Ltd to accomplish?

• We were looking to modernize the existing application to enhance performance, user experience, and functionality. Additionally we needed new features that align with current user needs and market trends.
• Our system requires a robust ticketing system to efficiently manage and support customer queries. Provide customers with an intuitive interface for submitting and monitoring support tickets which will enable support team members to prioritize and address tickets based on urgency and importance.
• To integrate Gen AI-enabled chatbots to provide personalized experiences for users while filling tax forms, reducing the operational team's workload

SOLUTION

How did you find Prismberry Technologies Pvt Ltd?

Referral

Why did you select Prismberry Technologies Pvt Ltd over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Prismberry Technologies Pvt Ltd were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The project aims to modernize the existing application, integrate a robust ticketing system for customer support, and deploy Gen AI-enabled chatbots to provide personalized user experiences during tax filing.

Goal 1: Modernize the Existing Application The project begins with stakeholder interviews and a gap analysis to gather requirements, resulting in a requirements document and gap analysis report. Next, a new system architecture and detailed UI/UX design documents will be created. The development phase includes refactoring the codebase, redesigning the user interface, and integrating new features, leading to an updated codebase, new UI components, and feature integrations. Testing involves unit, integration, system testing, and user acceptance testing (UAT), producing test plans, test reports, and UAT feedback. Deployment involves preparing and executing a deployment plan and monitoring system performance, resulting in deployment reports and maintenance logs.

Goal 2: Integrate a Robust Ticketing System The project starts by identifying key requirements and defining workflows, documented in a requirements document and workflow diagrams. An appropriate ticketing system is selected and customized, leading to customized system deliverables and integration documentation. The user interface for ticket submission and monitoring is designed, resulting in UI design mockups. Training materials are created and sessions conducted for support staff, with training session reports as deliverables. End-to-end testing is performed, resulting in test plans and reports. Deployment includes a detailed plan and report, followed by continuous post-deployment support, documented in support logs and feedback reports.

Goal 3: Integrate Gen AI-enabled Chatbots for Personalized Tax Filing Assistance The project starts by gathering requirements and defining use cases, documented in a requirements document and use case scenarios. Chatbot design and development involves creating conversational flows and developing chatbots using Gen AI technologies, resulting in conversation flow diagrams and chatbot models. These chatbots are integrated with the existing application, producing integration documentation and API specifications. Personalization features are implemented, with deliverables including personalization algorithms and user data handling documentation. Testing involves rigorous testing and user acceptance testing (UAT), producing test plans, test reports, and UAT feedback. Continuous chatbot training is ensured, documented in training datasets and logs. Deployment involves careful planning and execution, with a deployment plan and report. Post-deployment support includes ongoing maintenance and user feedback collection, documented in support logs and feedback reports

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

1. Our applications are able to handle 50% higher user traffic because of the modernization
2. Ticketing System enabled our sales and support staff to communicate better with the customer and internally
3. AI Chatbot increased the bandwidth of the sales staff to focus more on customer acquisition who were otherwise handling customer support queries

Describe their project management. Did they deliver items on time? How did they respond to your needs?

1. They gave us a detailed project timeline with task wise breakup
2. There were no major delays during execution   

What was your primary form of communication with Prismberry Technologies Pvt Ltd?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

1. All the engineers and managers on the project are experts in their domain area
2. Their communication is quite straight forward
3. ownership levels are very high   

Are there any areas for improvement or something Prismberry Technologies Pvt Ltd could have done differently?

Not really much to say about improvement