Why ticket management is essential for tracking customer requests

Customer satisfaction is at the heart of any successful business. In a world where customer expectations are constantly evolving, it is essential to have effective solutions in place to meet their needs. Ticket-based management is essential for keeping track of customer requests.

Why ticket management is essential for tracking customer requests

In this article, we'll explore why ticketing has become a cornerstone in tracking customer requests.  Indeed, it offers concrete benefits for the customer experience.

"Satisfaction, a key element in the sustainability of a business, is largely based on the effective management of customer requests."

Did you know that 75% of customers who contact customer support expect a high degree of consistency in their response, according to Salesforce. Customers consider speed of problem resolution to be the most important factor for a positive customer experience.

Ticketing: What is it?

Ticket-based management has become essential for the follow-up of requests. It's a structured approach to dealing with customer requests. Each request is therefore assigned to a "ticket", a digital file, which allows for clear follow-up and efficient resolution. PROGISAP, with its Mobisap application, has adopted this method to maximize customer satisfaction.

There are several ticketing tools that are commonly used by software company support departments. These tools are designed to facilitate the management of support requests. So it's tracking issues, communicating with customers, and improving support processes.

What are the ticketing tools to facilitate ticketing management?

Here are some of the popular tools in this category:

• JIRA Service Management: Formerly known as JIRA Service Desk. It is an IT service management solution from Atlassian. It offers ticketing, incident and issue management features, and request tracking capabilities.
• Zendesk: It offers a customer service platform that includes a ticketing system. It can therefore manage support requests, automate support processes, and offer tracking and reporting features.
• Freshdesk: Freshdesk is a customer support solution that offers automation of repetitive tasks, and knowledge management features. It also allows for the creation of knowledge bases to help customers find answers on their own.
• ServiceNow: ServiceNow is an IT service management platform that includes ticketing capabilities for managing incidents, problems, changes, etc. It offers an integrated approach to service and process management.
• Desk.com: Desk.com, a Salesforce company, provides a customer support solution with a ticketing system, team collaboration features, and tools to track and resolve customer requests.
• Intercom: Intercom offers a customer messaging platform that includes ticketing capabilities. It therefore allows support teams to manage conversations with customers and ensure proper follow-up.

Choosing a ticketing tool depends on your personal services company's specific customer support needs. But also the size of your team, and the complexity of your processes. It's important to select a tool that integrates well with your environment and thus offers the necessary functionality. In order to efficiently manage support requests.

The advantages of ticket-based management, the essential for follow-up

Companies that adopt ticketing systems see a 35% improvement in long-term customer satisfaction . This increase stems from a deeper understanding of customer needs. This is the result of accurate traceability of requests.

Companies that incorporate ticketing methods see noticeable optimization of these processes.

Resolution times are significantly reduced. This increased efficiency directly contributes to an improved customer experience, where expectations are not only met but often exceeded.

Thus, ticketing facilitates internal collaboration within the company.

The impact on customer satisfaction

Personal services companies that adopt ticketing typically see an improvement in customer satisfaction. This result can be explained by several key factors of this method. First of all, the increased traceability of customer requests allows for more transparent and efficient management of issues.

Customers appreciate visibility into the status of their requests. This ensures that their concerns are addressed.

In addition, the speed in the processing of requests is made possible by ticket-based management. This contributes to improved customer satisfaction. The data shows a reduction in resolution times compared to traditional methods. This efficiency directly translates into a smoother customer experience that is less prone to delays.

Finally, ticketing promotes more consistent and personalized communication with customers. Teams can track and respond to inquiries in a structured way, providing more attentive customer service tailored to individual needs.

Setting up ticket-based management, our advice 

Ticketing is much more than a method of tracking customer requests. It's a winning strategy to improve customer satisfaction. But also to strengthen loyalty and position the company as a leader in its field.

Here are some concrete examples of processes and rules for processing applications:

• Prioritization of requests: A company can prioritize its requests based on the urgency and impact of the request. Urgent requests are treated on a priority basis. Then they are followed by high-impact requests and then non-urgent requests.
• Determination of the Requesting Authority: Determining the Requesting Authority based on the type of request.
• Setting resolution times: A company can set resolution times based on the type of request. For example, a company might set a resolution time of 24 hours for urgent requests and a resolution time of 72 hours for non-urgent requests.
• Communication with the customer: Ticketing allows for simplified communication with the customer. This makes it possible to track the requests and resolutions made.
• Request archiving: A company can archive requests in a ticketing system. It is possible to archive application information for a period of 5 years.

For each human services business, the processes and rules for processing applications are tailored to the needs and context.

Jira, the essential ticketing tool for follow-up, used by PROGISAP

Ticket-based request management, using ticketing tools such as JIRA, offers many advantages for customer relations and the user and technical support of a SaaS (Software as a Service) ERP solution. Ticket-based management is essential for tracking requests.

Here are some of the major benefits:

• Centralization of requests: Tickets are a way to centralize all user requests within a single platform. This makes it easier to manage and track issues, questions, and support requests.
• Traceability: Each ticket generated offers complete traceability of the request. Including its history, comments, and actions taken. This makes it easier to understand the evolution of a specific request.
• Prioritization of tasks: Ticketing systems allow you to set priority levels for each request. This helps our support teams (CSMs) identify and resolve critical or urgent issues in the first place.
• Assignment of Responsibilities: Assigning tickets to team members allows you to clearly define responsibilities. Each ticket is assigned to a member based on their skills or workload.
• Time Management: Tickets provide information about the time spent resolving each issue. This is useful for evaluating performance, allocating resources efficiently, and improving resolution times.
• Process Automation: Jira allows you to automate certain tasks. For example, the automatic assignment of tickets according to predefined criteria, thus speeding up the processing process.
• Knowledge Base: Creating a knowledge base from solved tickets can be used to quickly resolve similar issues in the future. Customers can also access this knowledge base to find solutions on their own.
• Customer satisfaction measurement: Some ticketing tools allow you to collect feedback from users on ticket resolution. This helps to measure customer satisfaction and identify areas for improvement.
• Reporting & Analysis: Jira typically provides reporting and analytics features that help track trends. But also to identify recurring problems and continuously improve processes.

The benefits of Jira

Our ticketing tool, Jira, offers a structured, transparent and efficient approach to customer support. This improves the quality of the services provided while facilitating resource management and communication between teams and customers.

PROGISAP and Jira are powerful tools for improving customer satisfaction. By combining these solutions, businesses can improve communication with their customers, resolve incidents faster, and provide a more personalized customer experience. Ticket-based management is therefore essential for the follow-up of customer requests.

PROGISAP remains at your disposal for all requests.