The challenge
Digital agencies often run support across too many tools. Email for requests, a ticketing tool, spreadsheets for hours, and separate places for passwords and documentation.
Clients struggle to see how many hours they’ve used or what’s happening with their tickets. Agencies find retainers hard to manage, especially rollover hours, top ups and renewals. And agencies working with government clients need stronger security than most off the shelf tools offer.
How Aryal helped
Aryal built BitpointX AI, a complete multi tenant SaaS platform for agency support. Each agency subscribes and gets its own branded workspace and domain, with a 14 day free trial and subscription billing through Stripe.
Clients log in to raise tickets, track their hours and read their contract summary. Agencies manage retainers and ad hoc hours in one place. AI answers questions from each client’s own knowledge base, with sources, and suggests the priority, estimate and best person for every ticket.
Aryal used the platform internally for about 12 months to prove it in real delivery before taking it to market.
Security was built in from day one, aligned to the Australian Government’s ISM, Essential Eight and PSPF frameworks. Passkeys and MFA, consent based “view as” access and a full audit log keep client trust front and centre. AI was deliberately kept away from code and credentials, because trust matters more than flashy automation.
Aryal also designed the full experience, with around 170 clickable screens covering the website, trial signup, client portal, agency workspace, admin and email templates.
The outcome
Agencies now have one focused platform for tickets, hours and support, and clients get clear visibility without the noise.
BitpointX AI is now going to market as a product in its own right. The next phase is AI handling small, low risk tickets, with a human engineer always approving the final release.
Capabilities
SaaS Product • Multi Tenant Platform • AI Powered Systems • UX/UI Design • Security and Compliance • Custom Software
