Accel Online
A comprehensive business management platform for IT service providers, streamlining support operations, client relationships, and financial processes into one powerful integrated system.
Project Overview
Accel Online is a comprehensive business management platform specifically designed for Accel IT, a leading managed service provider in Melbourne, Australia. The platform revolutionizes how they deliver IT services to small and medium businesses across various industries.
The system integrates every aspect of their service delivery - from initial client inquiry through support ticket resolution, contract management, automated billing, and project execution. By consolidating multiple disparate systems into one unified platform, Accel Online enables the company to provide exceptional 24/7 support while maintaining operational efficiency.
Duration
18 months
Team Size
5 developers
Industry
IT Services / MSP
The Challenge
Managing IT support for hundreds of clients across different industries required juggling multiple systems, leading to inefficiencies and potential service delays.
Support ticket tracking, client communication, and status updates were fragmented across email, phone systems, and spreadsheets, making it difficult to maintain service quality.
Contract management and billing processes were manual and time-consuming, leading to delayed invoicing and potential revenue leakage.
Lack of integration between various tools meant technicians couldn't access complete client information when on-site, impacting first-call resolution rates.
Our Solution
Unified Support Ticket System
Developed a sophisticated ticket management system with automated routing, priority escalation, SLA tracking, and real-time status updates, ensuring no support request falls through the cracks.
Client Portal & Communication Hub
Created a dedicated client portal where customers can submit tickets, track progress, access documentation, and communicate directly with support teams, improving transparency and satisfaction.
Automated Contract & Billing Management
Implemented comprehensive contract management with automated recurring billing through Stripe, invoice generation, payment tracking, and financial reporting, streamlining the entire revenue cycle.
Project & Sales Management
Built integrated project management tools for IT deployments and a CRM system for sales pipeline tracking, enabling end-to-end visibility from prospect to project completion.
Multi-System Integration
Integrated with existing tools including RMM systems, PSA platforms, and accounting software, creating a seamless workflow that gives technicians complete client context at their fingertips.
Key Features
Comprehensive functionality designed to streamline IT service delivery
Support Ticket Management
Automated ticket routing, priority management, and SLA tracking with real-time updates
Client Communication
Integrated messaging, email notifications, and client portal for seamless interaction
Contract Management
Digital contract creation, tracking, renewals, and automated compliance monitoring
Payment Processing
Automated billing, recurring payments via Stripe, and comprehensive financial reporting
Project Management
Complete project lifecycle management with resource allocation and progress tracking
System Integrations
Seamless integration with RMM, PSA, accounting, and other business tools
Technical Implementation
Robust Backend Architecture
Built on Laravel's enterprise-grade framework, the platform handles complex business logic while maintaining high performance and security standards.
- •Service-oriented architecture for modular functionality
- •Event-driven processing for real-time updates
- •Comprehensive API layer for third-party integrations
Dynamic Frontend Interface
Vue.js powers a responsive, intuitive interface that adapts to different user roles - from technicians in the field to executives monitoring KPIs.
- •Role-based dashboards with customizable widgets
- •Real-time notifications and live data updates
- •Mobile-responsive design for field technicians
Integration Architecture
The platform seamlessly connects with multiple external systems to create a unified operational environment.
- •Stripe integration for payment processing and subscription management
- •RMM tool integration for remote monitoring and management
- •Accounting system synchronization for financial data
Results & Impact
Transforming IT service delivery through automation and integration
Faster ticket resolution
Automated billing accuracy
Increase in technician productivity
Client portal availability
"Accel Online has completely transformed our business operations. What used to take hours of manual work is now automated, allowing our team to focus on delivering exceptional IT support to our clients. The integration capabilities mean we have a complete view of each client's infrastructure and history at our fingertips."
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