The Support Management Console, commonly referred to as the SMC, is a custom-developed, web-based CRM and service management application. It serves as a tool for contact and escalation list management, allows for self-service of requests and acts as an interface to customer data for shared applications. The SMC is the primary channel through which employees and customers interact with, build, deliver and manage services provided by Expedient. It was build by our small team and has had 5 major versions over its lifetime, with continuous improvements and new features added over the years.
I also built a custom shift walkthrough interface to help with the monitoring of maintenance of our datacenter facilities, key tracking for secure rooms and reports for each shift handoff. Built in 2005, it’s still used today.
Key Features
- Ticket reporting and tracking
- Client management
- Asset management
- DNS, IP and domain management
- Escalation tracking workflows
- NOC operations tooling with many subsystems
Life Cycle
- Originally developed v1.0 in 2008, and v5 still in use today.