SmartCTI + XCally Integrated Partner/Reseller/Customer Ticketing (South Korea)

You are here:

Home
SmartCTI + XCally Integrated Partner/Reseller/Customer…

Client Overview

Eye Clinic is a specialized ophthalmology and optical care provider focused on delivering accurate eye examinations and prescription-based optical dispensing. To streamline clinical and operational workflows, the clinic required a unified digital platform to manage patient care, optical dispensing, inventory, billing, and sales operations under one secure system.

Challenges

Solutions

Features

Results

Complex Multi-Stakeholder Support Governance

SmartCTI needed a secure, approval-driven ticketing system to manage Partners, Resellers, and Customers without data leakage.

Multi-Stakeholder Boundaries

Tickets required strict separation between partners, resellers, and customers.

Manual Onboarding Process

Partner and reseller user creation lacked automation and scalability.

No Customer Self-Service

Customers depended on resellers to raise tickets, delaying support.

Uncontrolled Communication Flow

Reseller-to-telecom communication lacked audit trails and visibility.

Automated CRM + XCally CTI Integration

CRMTiger delivered a role-governed ticketing ecosystem using vTiger CRM integrated with XCally CTI.

Automated Partner & Reseller Provisioning

System-generated users and onboarding URLs.

Self-Service Ticket Creation

Secure web forms enabled customers to submit tickets independently.

CTI-Triggered Telecom Communication

Controlled email relay from CRM to telecom operators.

Approval-Driven Ticket Lifecycle

Automated approval, rejection, and notifications.

End-to-End Ticket Lifecycle Management

Custom workflows ensured tickets moved securely across stakeholders with full transparency.

URL-Based Reseller URL-Based Reseller Onboarding

Partners shared unique URLs for controlled reseller onboarding.

Contact & Ticket Auto-Creation

Customers receive secure web links to submit tickets with attachments.

Status Automation

Tickets move automatically from Created → Approved / Rejected.

Rejection Feedback Loop

Rejection reasons stored and emailed to resellers and customers.

Secure, Scalable Support Operations

The solution improved governance, reduced manual effort, and ensured telecom-grade compliance.

Full Ticket Transparency

All stakeholders track ticket status in real time.

Reduced Manual Dependency

Customers and resellers operate independently within boundaries.

Auditable Telecom Communication

Every interaction logged and traceable.

Telecom-Grade Compliance Ready

Approval workflows and data isolation ensured system security.

Project Objectives

Automated Partner & Reseller user provisioning
Unique Reseller onboarding URLs for independent registrations
Customer self-service ticket creation via secure web forms
Real-time call notifications and comprehensive ticket management workflow Controlled email relay to Telecom Company from CRM/CTI console
Automated approval/rejection status updates
Rejection reason capture and notifications to all stakeholders
Real-time transparency of ticket lifecycle

Business Challenge

Need for Multi-Stakeholder Support Governance

Ticketing needed to support Partners, Resellers, and Customers with clear boundaries.
Direct communication had to be traceable, secure, and approval-based for telecom compliance.

Manual & Disconnected Onboarding

No automated process to provision Partner or Reseller accounts.
Resellers lacked a controlled way to onboard independently.

Lack of Self-Service Ticket Creation for Customers

Customers could not raise support requests without reseller assistance.
Attachments and ticket data were not centralized.

Uncontrolled Reseller-Telecom Communication

Resellers shared ticket info manually without audit trails.
Internal systems needed protection from external exposure.

No Structured Approval or Rejection Feedback Loop

No auto-status update or reason capture on rejection.
Customers and resellers were not notified instantly.

Implementation Highlights

Automated user provisioning and URL-based onboarding
Web-form-based ticket submission with attachment support
CTI-enabled email forwarding to Telecom Company
Approval-based ticket lifecycle automation
Rejection reason capture with dual notifications
Real-time status tracking for all roles

Solution Implemented

Partner & Reseller Management

Super Admin creates Partner → system auto-creates:
- Partner user account
- Unique Reseller URL
Partners distribute URLs to resellers for independent onboarding.

Reseller Onboarding & User Creation

Resellers register using Partner-generated Reseller UR
Partners can also manually create reseller users from Reseller Detail View.
Access control ensures:
- Resellers manage only their own customers & tickets
- No cross-reseller data visibility

Contact Creation & Ticket Initiation

Resellers create Contacts (end customers) in the system
System automatically sends a secure Ticket Web Form URL via email to customers for self-submission.
Customers can attach files, enabling independent support request creation.

Ticket Auto-Creation & Notifications

Tickets are created automatically with initial status: “Created”.
Customers receive confirmation emails containing :
- Ticket details
- Attachments submitted

Reseller → Telecom Email Relay (CTI/CRM Triggered)

From Ticket Detail View, Resellers can trigger Send to Telecom Company action.
This ensures:
- Auditable communication
- No exposure of internal systems
- Traceable handoff to telecom operator

Approval & Rejection Loop

Approved Path: Created → Approved (auto status update) → real-time visibility for all stakeholders
Rejected Path: Created → Rejected (status update)
Rejection Reason stored in ticket record
Auto email notifications sent to
- Reseller
- No exposure of internal systems
- Contact (Customer)including the rejection reason.

Project Timeline

Project Duration

2
Month

Tools & Technology Used

Back End

Conclusion

The SmartCTI + XCally solution transformed fragmented and manual support operations into a secure, automated, and governed ticketing ecosystem. By integrating CRM automation with CTI-driven communication, the platform ensured compliance, transparency, and efficiency across Partners, Resellers, and End Customers—setting a new benchmark for telecom-aligned support operations.

Chull Choi

Non-Executive Director at XCALLY KOREA

CRMTiger helped us build a secure, role-governed support system on vTiger CRM with automated onboarding and approval-based ticket workflows. The integration improved transparency, controlled communication, and simplified multi-stakeholder support operations. A reliable and well-structured CRM implementation.

Call Center