Case History Ticketing for management of Customers Requests

Case History - Customer request emails become Tickets integrated into the Management Program

Automatically transforms customer emails into Tickets within the Management
For companies that have points of sale with maintenance and checks

OPERATIONAL CONTEXT

According to Secondo Srl is a company that makes industrial electrical systems and deals with both the installation and subsequent verification and maintenance.

80% of their work is carried out by National Chains of Shops, sometimes even with 80 stores located throughout the Italian territory.

Every day comes an average of 100 emails of requests, from all customers and Joseph, who at the moment is the only person who takes care of the planning of the work, struggles alone to keep the work even and give feedback to all customers.

It is organized in a manual way by placing colored labels to the various requests and grouping them by Zones. They help to sort the work to be done by the individual Technicians who, however, are increasingly engaged off-site to work in the field.

The company has chosen to make its technicians work in mobility with our D-TEC App, computerizing all the work in mobility and have appreciated the simplification process obtained by making technicians work directly with their Smartphones and Tablets, they called us to study a Solution also for the part of the Requests by e-mail.

 

SOLUTION DEVELOPED for D-TEC Cloud on 20 Users

Using the tools integrated in our Nios4 platform, from which D-TEC was developed and the Ticketing Web system, we have created a reading and integration mechanism with their e-mail box that allows the company Secondo Srl to find in D-TEC all customer requests.
An automatic system that transforms the mail messages that Customers write to the dedicated box into Tickets, which can be viewed and filtered directly inside the D-TEC ERP.

Through the evolved but simple search system present on the list view of the Ticket section, Joseph with a click filters the requests based on the State and the Customer.

The automatism that we have integrated in their Cloud Database of D-TEC is designed to check and verify the presence in Customers' personal data, of the Customer’s name for which Joseph finds the requests already connected to the Customers and their locations. By adding in D-TEC a List field with the list of the Geographical Zones of the Customers, we were able to make visible also inside the Ticket the name of the Zone on which the request is present.

The Filters program shows only requests from that area in the list. Scripts have been implemented in LUA that trigger automated emails when Joseph assigns the request to a technician.

WHAT THE TICKETING MAIL SOLVED

- automated receipt of requests
- manual labelling and grouping procedure avoided
- everyone in the company can read the requests still open
- automatically send an email to the Customer at the time of taking charge of the request, request in progress and closing
- 1 program with everything integrated and the mailbox is only a backup of the history
- the requests that arrive in the D-TEC Management System are automatically linked to the Customer with the visible Customer History

 

THE BENEFITS OF TICKETING MAIL

- 99% reduction in manual activity on received e-mails containing requests for assistance and emergency assistance
- Simplify the reading of the data related to the request with customized visualization of the fundamental fields such as Customer Zone, Ticket Status and Requested Item
- 100% reduction of phone calls and confirmation messages via Whatsapp to alert Customers about the status of the request and the arrival of the Technician

The Integrated solution Tailored Made. Request it for your Business

Case History - Ticketing with Management of Address Book

For large Companies that have large production departments and often have urgent needs

Mr. Marc of 2M Tek of Pavia is the owner of a company that produces industrial 3D printers and sells all over the world. His Customers buy from him spare parts but also the service of Annual Maintenance ordinary and extraordinary.

In order to manage the after-sales service, it must deal both with the Operators who work directly on the machines, but also with the Production Managers and increasingly with the purchasing department. Marc is called or receives emails from people from different departments so more and more often it is Marc to remember that he has already been contacted by that Company for a Request and verify manually or even by heart what has already been requested.

These dynamics waste a lot of time to Marc, who often struggles even to correctly evaluate the Requests they make him so he searched on Google a Web Application that could use both him and his Customers, where to write everything that is requested with the detail of the Customer, the Customer Contact Person who makes the Request and the reference to the machinery.

 

THE SOLUTION

Marc found on Google Play our D-TEC App complete with integrated Ticketing. He downloaded the App and activated the Cloud Free for 30 days.
He appreciated the simplicity of the interfaces and the integrated Web Ticketing system that he tried by simulating to be one of his customers.

He was satisfied with the test and activated the annual Cloud for D-TEC for 6 Users ( 5 technicians and admin) but he also contacted us to request a customization on the Web part of Ticketing.

He told us about the management dynamics he is managing by hand and we understood that his need was to change the basic parameters of Ticketing to ensure that all contacts registered in the Customer Directory, could see, all the requests uploaded from collegues, both the details and the request status.

Marc confirmed the effectiveness of the proposed solution and agreed on the work, we proceeded to make the changes on the options side and settings of the ticketing tables and to make a server-side extension on the system of access parameters to the web service.

We added a new list field within which Marc entered the request types setting it as a mandatory field among the other Ticket_field fields so every request he receives also assigned the type.

After 15 days the Personalization has finished and we have provided Marc with the Link to the Ticketing System to which his Customers must connect to enter their requests. Marc shared the link to the Web Ticketing with his biggest Customers and inserted in the new section of D-TEC Rubrica, all the names of his contacts, thus completing the Address Book with updated email addresses.

WHAT WE SOLVED WITH TICKETING IN THE CUSTOMER DIRECTORY

- Contact persons can enter requests and see those already sent by colleagues per Customer
- each request can be updated and extended by all for the same Customer
- on the Ticket list it is possible to group and filter all the requests received by the same Customer, maintaining the display to the list of individual requests

 

THE ADVANTAGES OF TICKETING LINKED TO THE CUSTOMER DIRECTORY

- 90% reduction in the time taken to check and check requests from colleagues in other departments
- the duplication of requests is avoided because the person entering the new request can see those already present
- certain attribution of the type of request because the customer must also necessarily select the need

Case History - Gas Plants
Web Ticketing with attached Photos in the requests of Assistance

For companies that requests continuous assistance contracts and need interventions in short timing

CLIENT NEEDS

It all started with Steven of Gas Enterprise who continuously receives calls and WhatsApp’s customers for assistance, reports of malfunctions of plants, periodic maintenance. Steven does not record in the address book who called, loses track of WhatsApp chats and is obliged to have to do an inspection the verify the real damage. These operations take a lot of time and create chaos in the organization.

SOLUTION

We have activated for Steven our Ticketing Web service integrated in the D-TEC Management System, which he used for some time to organize and assign the work to his Technicians. Together with Web Ticketing system we have also activated the management of Photos and Attachments so that Customers can send more information and details about to their problem. Photo attachment fields have been fixed as mandatory fields for which Stefano is confident that he will always receive the pictures of the problem and will avoid from now on having to go to the customer for an inspection.

ADVANTAGES

- 80% reduction in handling times on the Customer to notify and update it
- 75% elimination of verbal errors due to phone calls
- 100 % traceability of all requests received to never forget one more

D-TEC WEB TICKETING SOLVED...

- requests arrive automatically in D-TEC linked to the Customer and complete with Photos and Attachments
- Steven receives an email notification every time a new request arrives
- the Web Ticketing sends automatic emails to Customer when the Company handles the request
- the Company avoids on-site inspections to personally verify the problem but use the photos to deepen the type of intervention by execute
- the Customer is automatically notified about the progress of the request

Do you need an App to grow your business?

The integrated Solution for your business. Request us the Activation