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 Âregistered.
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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.