New tools are needed to keep up with the demands of clients who want fast, personalized, and transparent action. This is where many businesses find the need for a dynamic support ticket system.
Digital transformation is on the mind of every business stakeholder today. While the outcomes of this transformation are clear — customized solutions, swifter responses, highly visible processes — the path for getting there might not be. In the case of client service, which is proving to be the key differentiator for brands over product or price, new tools are needed to keep up with the demands of clients who want fast, personalized, and transparent action. This is where many businesses find the need for a dynamic support ticket system.
Unlike traditional case management solutions, these tools handle not only the structured, process-driven tasks, but also the unpredictable, untamed issues that can so quickly derail project teams and jeopardize client relations. By offering flexibility with low-code implementation, dynamic support ticket systems have made it easier for businesses to communicate, collaborate, and address unique issues quickly and effectively.
Here are three ways a dynamic support ticketing system can give your business a competitive edge and serve your clients better:
A dynamic, cloud-based support ticket system helps bridge communication and accountability gaps that could lead to project delays or dissatisfied clients. These case management tools bring together all the client information, work tasks, and statuses into one dashboard. By tapping into a single, comprehensive source of truth, project teams can make their progress more transparent and monitor the health of an account or client, while clients have the advantage of knowing the work is getting accomplished on time and to satisfaction.
With clear communication and transparency, you and your clients can stay aligned on the expectations of how and when an issue will get resolved. By opening up these channels of communication via dynamic case management tools, you also get a window into the health of an account, which is invaluable for staying ahead of client expectations.
Case management tools allow clients to see the active progress made on requests and issues, giving them the confidence that you’re doing the work. Cloud-based case management tools like OneVizion’s support ticket system provide diverse touchpoints and accessibility, from email-to-case or dashboard portals, so clients can choose how they want communicate or receive updates about the status of an issue until it’s resolved.
Many enterprises already use what are called BPM tools, or business process management tools. However, these traditional case management solutions are only suited for high-level operational functions that usually follow a predefined, prioritized process, such as ensuring regulatory compliance. But when your team faces unique cases that don’t follow a normal flow or disrupt business processes, how does your team prioritize these? Furthermore, is your case management system adaptive enough to handle these exceptions and catch them going forward? You need a tool that helps you identify, define and prioritize critical tasks, including exceptions, so you can address the most pressing issues.
With a dynamic case management tool, all the relevant case information you need is available in one place, rather than scattered across various departments and silos. Instead of wasting time gathering and connecting the necessary information for smarter action, your team can leverage the information they need in one centralized database, helping them move forward and respond to the most critical tasks in record time.
This birds-eye view offered by dynamic case management tools can guide you in allocating resources and talents where they’re needed most. In addition to having all relevant information readily available, some ticketing systems can distill this data into insightful, on-demand reports that display imperative information such as upcoming action items, dependencies, criticality, and historical case events. This context is crucial for project managers or knowledge workers to collaborate with work teams on decisions and subsequent actions.
Not all teams operate the same way, and the structure of one team’s process might require different checkpoints or pass-offs to accomplish certain tasks. Fortunately, some dynamic case management tools allow you to add or adjust functionality to fit your team’s workflow, helping you unify efforts instead of creating new processes to account for shortcomings in your support ticket system.
The push for digital transformation requires businesses to be agile in their approach to solving problems. With a solution like OneVizion, as the complexity of your cases grows, the system can adapt quickly to capture the new requirements. And when managing all the moving pieces between various teams, clients, and cases, you need a tool that connects everything in one centralized place so you can focus your efforts on closing cases and achieving the desired client outcomes.