KEYnote 34 English - Fall 2017 - Page 6

S E R V I C E S New Ticketing System The backbone of positive service management is an effective ticketing system that coordinates queries and questions, improves communication with the customer, helps optimize processes, and offers a user-friendly self-service portal. The right choice of tool is of considerable importance. After a lengthy and thorough selection process, we decided in favor of a European provider who will be able to fulfill the requirements of our international business for the long-term future. The Project The new ticketing system has been up and running and received very positively by our partners and clients since the summer. The self-service portal is particularly popular as many tickets have already been registered via this channel since its launch. Help Desk The introduction of the ticketing system gives us time to revisit, scrutinize, and redesign our support processes. As a result, we have established a dedicated help desk that will take in new tickets, review, and allocate them to the right support staff or solve them immediately whenever possible. Access The self-service portal is available only for our customers, not their end users. An access hierarchy can be arranged on request. The standard procedure is that each customer can only access the tickets he or she has ­registered. 6 With the next higher permission level, that access can be expanded to a specific site or an entire organization – you can always contact us with your requirements! Your users can still send in their own queries by email or phone.