Modern day business have been radically transformed as compared to a few years back. Area of their functions are no longer confined to regional or national territories. Working in a multinational market is a common practice these days. Here the key question is- what made this? The only answer is technology or more precisely information technology. By way of automating the business processes within the organization and the user interactions with outside vendors and customers, IT setup works as the backbone to the organizations. However, the users cannot reliably bank upon IT infrastructure unless they get their issues resolved- the issues, they witness while using them. And, here comes the role of IT #HelpDesk
A ticketing tool is an interface between the organization and the users for handling the issues. These users are either external customers or internal employees. In both the cases, the information exchanged between the two entities are crucial not only for the issues at the hand, but also for the organization in the long-run. Thus, such a system can be considered as a repository of vital information, and thus it helps in sustenance and growth of the enterprise in future. Therefore, an enterprises should choose a helpdesk software carefully.
MetaCaseDesk is a SharePoint based ticketing solution, helpdesk and a case management system. MetaOption LLC has designed MetaCaseDesk with key security features.
The contemporary world is witnessing a great degree of transition. With the rapid pace in the technological progress contributing to the IT revolution, physical distances are diminishing very fast. The phenomenon of globalization is taking place with an unprecedented way. Knowledge and ideas are being exchanged across the borders effortlessly. In a truly international arena, the communication is entirely dependent on the state-of-the-art digital technologies as they overcome physical barriers. Thus, increasing dependence on digital technology has inspired the enterprises to adopt it for automating most of their business activities. To name a few, these are managing financials, logistics, customer relations or even compliant handling among others.
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In 2005, America West took over US Airways, and slashed its customer service budget, outsourcing many of those functions. This resulted in neglecting and mishandling numerous customer complaints and thus angering them to the point that they rejected to do any business with the airline, eventually leading to its bankruptcy.
Business and customers always go together. If you own a business, you have to serve customers like if you have customers then only you can go on with your business. The growth of any business is directly proportional to the quality of their customer services. These customers may be internal customers or external customers. Internal customers are usually employees, shareholders, or stakeholders and the external customer is someone who uses products of your company. While external customers provide revenue for your business, internal customers also play a vital role in the operation as well as growth of your business.
The success of an organization depends on how promptly it is able to resolve the complaints raised by its customers and providing them a satisfactory experience. Here, the level of customer satisfaction is determined by the skills of the employees within the organization. And, employees’ skill in handling the issues is contingent on how much they are able to learn from their own experiences during the interactions with the customers. This, in turn, requires an appropriate feedback mechanism to keep them updated with the areas requiring improvements. And more importantly, this mechanism must be based on the precise metric.
Conventionally, a #TicketingSolution is understood as a system that handles issues coming internally from employees or externally from customers of an organization. But, in practice, it plays multiple roles than merely being a incident handler. Here, we will restrict ourselves to its significance for the internal work culture. Just look at a glance:
Channel of intra-organizational communication:
Often, any issue raised by an employees may be related to other business units. Here, a ticketing solution perform the assignment of the ticket to the suitable support person. This way, it acts as channel of organizational communication inside the organization.
Bridge between employees at different levels:
By connecting different employees belong to different units or unequal hierarchical levels, a ticketing solution acts as bridge between them and by-passing the conventional communication.
An organization’s success depends on how it deals with people, whether internally i.e. employees or externally i.e. customers. A good relationship with the customers is critical for the #business to grow, at the same time, a good relationship among employees is critical to keep it strong.
Both employees and customers often face various issues while interacting with the organization, which must be readily resolved and properly communicated back to them. Now, let’s see how a #TicketingSolution helps you in enhancing the customer experience. The very first interaction with your customers occurs when they face an issue after buying your products or subscribing your services, and then they want your attention in this regard
MetaCaseDesk is a Microsoft #SharePoint based case management system. It is compatible with Microsoft SharePoint Server 2010 and 2013.
The ticket life cycle of MetaCaseDesk begins when a new ticket is created by the user, and ends when the ticket is closed by the support team. In the process, the support team, which works on the ticket, modifies it many times.
Let’s see the ticket life cycle of MetaCaseDesk in a step-by procedure. Steps are as follows:
Step 1 User (or customer) sends request to resolve the technical issue through email/customer ticket portal. MetaCaseDesk extracts information (related to the issue) from that email, and generates a ticket.
Step 2. MetaCaseDesk sends acknowledgement email to the user, and updates ticket information in customer ticket portal. An acknowledgement email informs user that a ticket has been generated to resolve the issue.
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Every large organization is required to manage a large number of internal and customer issues on the daily basis. To make ticket management easier, and resolving time faster, they create business units, and assigns tickets to these units. But, they need a separate team for managing these units, assigning tickets to them, and getting tickets resolved by them. This is the same set of problems which businesses with multiple branches have to face.
A ticketing tool is definitely a solution for these problems. But, here, an important question is that, how well a ticketing tool deal with such kind of problems? Mostly, the answer depends on how well the solution fits into the requirement of the businesses. And, here, to name a ticketing solution which solved these problems comprehensively is MetaCaseDesk.