More transparent processes and satisfied clients: we introduced a new ticketing system at Régens - Vámprogram
More transparent processes and satisfied clients: we introduced a new ticketing system at Régens
Instead of e-mail communication that we had used so far, we have just introduced a new ticketing system. Our aim is to make communication with customers and our own workflows easier to track and manage.
Why a ticketing system is needed
A ticketing system is a software solution, with which you can make a company’s internal and external communication processes more transparent. The ticketing system manages the clients’ error reports, problems or questions more efficiently. Every report has a so called SLA (service level agreement) which states a period of time within which the given problem should be managed.
The one who had reported something and also those responsible for a given task are continuously updated about the status of the ticket. With this, you can avoid long e-mail threads; and unnecessary mail (i.e. not concerning those who do not take part in the task) does not draw attention away from the given consultant’s real duties.
Why it was introduced
We decided to introduce a ticketing system because our aim is to raise the efficiency and transparency of our communication with our clients to a higher level. This can be achieved with a customisable, scalable and trustworthy system.
Since we introduced the system, handling our common business matters is much more transparent than it was when we used only e-mails.