Why ticket management is essential for tracking customer requests

Customer satisfaction is at the heart of every successful business. In a world where customer expectations are constantly evolving, it is essential to implement effective solutions to meet their needs. Ticket management is essential for keeping track of customer requests.

Why ticket management is essential for tracking customer requests

In this article, we'll explore why ticket management has become a cornerstone in tracking customer requests. It offers concrete benefits for the customer experience.

"Satisfaction, a key element in a company's longevity, relies to a large extent on the effective management of customer requests."

Did you know that 75% of customers who contact customer support expect a consistent response, according to Salesforce. Customers consider speed of problem resolution to be the most important factor in a positive customer experience.

Ticket management: What is it?

Ticket management has become indispensable for tracking requests. It's a structured approach to handling customer requests. Each request is assigned to a "ticket", a digital file, enabling clear tracking and efficient resolution. PROGICLEAN, with its Mobiclean application, has adopted this method to maximize customer satisfaction.

There are several ticketing tools commonly used by software companies' support departments. These tools are designed to facilitate the management of support requests. This means tracking problems, communicating with customers and improving support processes.

What ticketing tools are available to facilitate ticket management?

Here are some of the popular tools in this category:

• JIRA Service Management: formerly known as JIRA Service Desk. It is an IT service management solution from Atlassian. It offers ticketing, incident and problem management, as well as request tracking capabilities.
• Zendesk: offers a customer service platform that includes a ticketing system. It enables you to manage support requests, automate support processes, and offers tracking and reporting functionalities.
• Freshdesk: Freshdesk is a customer support solution offering automation of repetitive tasks, and knowledge management functionalities. It also enables the creation of knowledge bases to help customers find answers on their own.
• ServiceNow: ServiceNow is an IT service management platform that includes ticketing functionalities for incident, problem and change management. It offers an integrated approach to service and process management.
• Desk.com: Desk.com, a Salesforce company, provides a customer support solution with a ticketing system, team collaboration features, and tools for tracking and resolving customer requests.
• Intercom: Intercom offers a customer messaging platform that includes ticketing functionalities. It enables support teams to manage conversations with customers and ensure appropriate follow-up.

The choice of a ticketing tool depends on the specific customer support needs of your cleaning and facility management company. But it also depends on the size of your team, and the complexity of your processes. It's important to select a tool that integrates well with your environment and offers the necessary functionality. With the aim of efficiently managing support requests.

The advantages of ticket management, essential for follow-up

Companies that adopt ticket management systems see a 35% improvement in long-term customer satisfaction . This increase stems from a deeper understanding of customer needs. This results from precise traceability of requests.

Companies that integrate ticket management methods observe a significant optimization of these processes.

Resolution times are significantly reduced. This increased efficiency contributes directly to an enhanced customer experience, where expectations are not only met, but often exceeded.

Ticket management facilitates internal collaboration within the company.

Impact on customer satisfaction

Cleaning companies that adopt ticket management generally see an improvement in customer satisfaction. This is due to a number of key factors. Firstly, the increased traceability of customer requests enables more transparent and efficient problem management.

Customers appreciate visibility on the status of their requests. This reassures them that their concerns are being addressed.

What's more, the speed with which requests are processed is made possible by ticket management. This contributes to improved customer satisfaction. Data shows a reduction in resolution times compared to traditional methods. This efficiency translates directly into a smoother customer experience, less subject to delays.

Finally, ticket management promotes more consistent and personalized communication with customers. Teams can track and respond to requests in a structured way, offering a more attentive customer service tailored to individual needs.

Our tips for setting up ticket management 

Ticket management is much more than a method of tracking customer requests. It's a winning strategy for improving customer satisfaction. But also to strengthen customer loyalty and position the company as a leader in its field.

Here are some concrete examples of processes and rules for processing requests:

• Request prioritization: a company can prioritize its requests according to urgency and impact. Urgent requests are given priority. These are followed by high-impact requests and then non-urgent requests.
• Determining the person responsible for the request: determine the person responsible for the request according to the type of request.
• Definition of resolution times: a company can define resolution times according to the type of request. For example, a company can define a 24-hour resolution time for urgent requests, and a 72-hour resolution time for non-urgent requests.
• Customer communication: ticket management simplifies communication with customers. This makes it possible to track requests and resolutions.
• Archiving requests: a company can archive requests in a ticket management system. Request information can be archived for up to 5 years.

For each cleaning and facility management company, the processes and rules for handling requests are adapted to the needs and context.

Jira, PROGICLEAN's essential ticketing tool

Managing requests by ticket, using ticketing tools such as JIRA, offers numerous advantages for customer relations and user and technical support for an ERP solution in SaaS (Software as a Service). Ticket management is essential for tracking requests.

Here are some of the major advantages:

• Centralized requests: Tickets centralize all user requests within a single platform. This makes it easier to manage and track problems, questions and support requests.
• Traceability: Each ticket generated offers complete traceability of the request. Including history, comments and actions taken. This makes it easier to understand the evolution of a specific request.
• Prioritizing tasks: Ticketing systems enable us to define priority levels for each request. This helps our support teams (CSM) to identify and resolve critical or urgent problems first.
• Assigning responsibilities: By assigning tickets to team members, responsibilities are clearly defined. Each ticket is assigned to a member according to his or her skills or workload.
• Time management: tickets provide information on the time spent resolving each problem. This is useful not only for assessing performance, but also for allocating resources efficiently and improving resolution times.
• Process automation: Jira enables you to automate certain tasks. For example, tickets can be automatically assigned according to predefined criteria, speeding up the handling process.
• Knowledge base: The creation of a knowledge base from resolved tickets can be used to quickly solve similar problems in the future. Customers can also access this knowledge base to find solutions themselves.
• Measuring customer satisfaction: Some ticketing tools collect feedback from users on ticket resolution. This helps to measure customer satisfaction and identify areas for improvement.
• Reporting and analysis: Jira generally provides reporting and analysis functionalities to track trends. But also to identify recurring problems and continuously improve processes.

The benefits of Jira

Our Jira ticketing tool offers a structured, transparent and efficient approach to customer support. This improves the quality of the services provided, while facilitating resource management and communication between teams and customers.

PROGICLEAN and Jira are powerful tools for improving customer satisfaction. By combining these solutions, companies can improve communication with their customers, resolve incidents more quickly and offer a more personalized customer experience. Ticket management is therefore an indispensable tool for tracking customer requests.

PROGICLEAN is always ready to listen to your needs.