I worked, at my previous company, with the people at Gemini to replace an on-premise, legacy, customer helpdesk tool, with Gemini, in a private Azure cloud. The work involved transferring all our Customer support incidents & usage queries from the old system (upwards of 100,000 records plus business data), maintaining two-way data transfer via web services with two connected developer defect systems and introducing a refresh mechanism for business data – a one-way data transfer from the master data source into Gemini.
Gemini worked with us for this 6-year project, helping us solve all the usual problems that are encountered during development and data migration.
I liked the Gemini tool for a number of reasons, including good performance (all problems related in this area were successfully ironed out during development), ease of integration with other systems, high configurability, strict enforcement of dependent data and “cascading” drop-down lists, ability to make a field mandatory according to conditional rules, localisation of the customer web interface (about 10 languages were required and supported at the time).
The tool offered a very rich customer interface – this was one of our key requirements. This was in contrast to many other tools that we evaluated during the early part of the selection process. The license costs were, in my view, very reasonable.
The company used good practices and were willing to listen and understand our needs - new requirements that were occasionally identified would always end up in the “vanilla” tool, never on a customised version.
In my view, the people at Gemini were among the most pleasant suppliers I have ever dealt with. They were easy to communicate with and flexible. Developing the customer helpdesk tool was very much a joint effort, with any issues always being settled amicably.