StartInsightsArticlesWhat is ticketing management?

What is ticketing management?

Ticketing management describes the process used to systematically document and integrate information about customers’ cases in a ticketing management system. In everyday life, it’s often called CRM (customer relationship management).

All customers are equally important, and so is every case or inquiry. At the same time, having frequent exchanges with customers makes it difficult to keep track of all the contact customers have had with your organisation through different contact points. Some common examples are:

  • calls or emails to customer service
  • contact forms on your website
  • the chat function on your website or other digital platform
  • email to a dedicated contact person or seller
  • responses to emails or messages on social media

There are lots of contact routes. With digital ticketing management, you can easily take control of the whole process. Thanks to a unique case number linked to all the information collected about the customer, you can easily handle each case. Now your administrators can quickly help customers – whether it’s their first, second or third time getting in touch.

Digital ticketing management lays the foundation for professional customer interactions

All organisations and companies handle huge amounts of information nowadays. Not least about their customers. The challenge is often that the information is spread out and it’s almost impossible to get an overview of what’s happening in all the different systems.

The problems only become apparent when Adam calls the customer that Lisa has already contacted. And then marketing sends out an email about the training the customer cancelled last week.

Does that sound like your company? You’re not alone. With digital ticketing management, you take control of your communication and follow-up. A ticketing tool can, for instance, connect your ERP, marketing tool and customer registry with your cloud PBX exchange so that information from all contact points are visible in the same place. This lays the foundation for professional treatment of each and every customer.

5 benefits of ticketing management

1. Ticketing management gathers all customer information in one place

The main advantage of electronic ticketing management in a CRM is integration – that all the information about the customer is in one place. The customer’s services or products, contact information and previous conversations with customer service are some examples of information that can be collected in your ticketing management system.

When you use Lime Helpdesk, there’s a clear dashboard that shows clear statistics on the number of active cases, the type of cases, such as orders or complaints and lots of other things. In addition, you can set up the automatic sending of reports to specific recipients. This gives you complete control over the customer’s journey with you.

2. Quality assurance of processes with ticketing management

It’s easy to ensure the quality of your processes when all customer-related matters are handled in one single system. With customised checklists, it’s easy to guide and help your administrators through their work steps.

When there’s a clear framework, you significantly reduce the risk that each employee does things their own way. Ensure all customers receive the same high quality of service by adapting processes to your ways of working.

3. Better customer service with a digital ticketing management system

If I, as a customer, have called about a problem, I want to be able to continue the conversation in the live chat based on the information I gave in the call. With a digital ticketing management system, it’s possible to integrate several channels so that your colleagues can see conversations from earlier and continue helping the customer even if it’s the next day or weeks later.

When the customer calls, a ticketing management system tells you who they are, what services they use and any previous contact they have had with customer service. This way, the customer doesn’t have to repeat the same question over and over again.

4. Just the right amount of follow-up in an easy way

Today, customers often have several choices when contacting customer service. They can get in touch via several channels such as email, contact form, phone or chat. How your ticketing management system integrates these contact points is crucial to your customers’ experience.

Also, when you take control of all the contact points, it’s easier to follow up which customers are inactive. This information can be used to reactivate inactive customers via email or other channels.

This way, you don’t annoy the wrong person with irrelevant information, but can instead focus on the communication efforts that are really needed.

5. Gather your customer service in a single ticketing management system

What is the secret to satisfied customers who stick around? The answer is of course, world-class customer service! With the right amount of communication and quick follow-up, you have everything you need to be successful.

Here, your digital ticketing management is the key to success. The most common reason why customers terminate their services is that they feel ignored.

Gather all the contact points in a ticketing management tool and gain full control, quicker response times and best of all, satisfied and loyal customers.

Ticketing management in Lime CRM eliminates duplicate work and increases quality for Veidekke

Poor follow-up to customers helped Veidekke see the need to update their ticketing management. Customer information was stored in many different places, making it difficult for customer service to get a good overview and follow-up on incoming customer inquiries.

After comparing different options, Veidekke chose a customised solution from Lime. One important requirement was to find a solution adapted to their industry. Furthermore, Lime was the only supplier that met all Veidekke’s requirements for functionality, including an integration with the financial system Agresso.

The benefits of an integrated ticketing management system have been:

  • A 360-degree view of customer and project information in which project managers, service technicians and subcontractors can all collaborate.
  • Quality-assured processes that are easy to follow for a common flow and way of working, which provides higher quality in every customer contact.
  • Reduced duplicate work and administration by integrating several different internal systems.

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