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. SENEF, with its solutions such as Progisap and Progiclean, 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: This customer service platform 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 your company's specific customer support needs. 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 thus 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

Companies that adopt ticket management generally observe 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, 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 company, the processes and rules for handling requests are adapted to suit its needs and context.

Jira, the ticketing tool essential for monitoring, used by SENEF

Managing requests by ticket, using ticketing tools such as JIRA, offers many 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 benefits:

• 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 for assessing performance, 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.

SENEF 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.

SENEF will be happy to answer any questions you may have.

 

Real-time field data feedback: advantages and benefits

The need for up-to-date data, the advantages and benefits of data feedback

In a world of fierce competition and rapidly changing customer needs. Companies need to be able to make quick decisions. To do so, they need access to up-to-date, accurate data. Discover the advantages and benefits of real-time field data feedback.

This is where real-time feedback from the field comes in. This practice consists of collecting data in the field, then transmitting it rapidly to decision-makers. It gives companies a clear picture of the state of their operations in real time. This gives them a considerable competitive edge.

A daily routine out of sync, a source of dysfunction

Without real-time information feedback, companies face a number of challenges, including :

• Delayed problem resolution: Problems are not identified or resolved quickly. Unfortunately, this can lead to additional costs, lost productivity and lower customer satisfaction.
• Inefficient management processes: Management processes are slow and inefficient. This wastes time and money.
• Uninformed decisions: Decision-makers don't have all the information they need to make decisions, which can have negative consequences for the company.
• Safety put to the test: Feedback from the field enables companies to detect potential risks. So they can take steps to mitigate them.

Reactivity made possible by real-time information feedback

The advantages of real-time field data feedback are numerous. Here are just a few:

• Improved operational efficiency: real-time feedback from the field enables companies to identify and resolve problems quickly. Before they turn into a crisis. This reduces costs, improves productivity and increases customer satisfaction.
• Optimized decision-making: Real-time data enables decision-makers to make more informed decisions. They have all the information they need to identify opportunities and risks. This in turn enables them to take appropriate corrective action.
• Improved safety: Real-time feedback from the field can help improve employee and customer safety. Companies can identify potential risks and take corrective action to mitigate them.

Senef, real-time solutions for instant management

If you're looking to revolutionize your company's day-to-day operational management, our solutions are the ideal choice. Progisap and Progiclean help you gain a competitive edge and optimize your company's performance. What's more, our mobile applications, such as Mobisap and Mobiclean, enable employees in the field to feed back information in real time.

The integration of Mobisap and Mobiclean applications for field operatives, connected to Progisap and Progiclean ERP, offers several advantages for efficient operations management. Here are some of the key benefits:

The concrete benefits of Mobisap and Mobiclean applications for real-time information feedback

• Optimized productivity: Agent clocking in and out via the application enables precise tracking of working hours. This facilitates time management and optimizes productivity.
• Efficient planning: The integrated service planning function enables more efficient management of tasks and resources. This ensures a balanced distribution of work between agents.
• Follow-up of specifications and reports: Agents can access specifications directly from the application. This ensures a clear understanding of expectations, and enables detailed reports to be generated after each service.
• Centralized diary management: Customer and company diaries can be accessed in real time, enabling more precise planning of interventions, management of appointments, and rapid adaptation to changes.
• Real-time communication: The communication function between agents and management encourages the rapid exchange of information. Not only does it enable instant problem resolution, it also helps maintain effective collaboration.
• Improved service quality:
  By accessing specifications and reports, agents can better understand the specific needs of each customer, helping to improve the quality of services provided.
• Reduce administrative errors: ERP integration enables direct data synchronization, reducing the risk of administrative errors linked to manual data entry.
• Real-time progress monitoring: The ability to track service progress in real time via the application keeps management informed and reactive, encouraging rapid decision-making.
• Increased customer satisfaction: By ensuring efficient planning, transparent communication and quality service delivery, the application contributes to overall customer satisfaction.
• Performance analysis: the application, connected to the ERP system, collects data on agent and service performance. This facilitates analysis and the identification of opportunities for improvement.
• Mobility and flexibility: agents can access the application from any location. This improves their mobility and flexibility, especially when moving from one site to another.

How Senef supports you in this transformation challenge, with real-time feedback

Real-time feedback of information from the field is a complete transformation that brings multiple benefits to companies.

SENEF encourages you to explore and embrace these changes, while playing an active role in shaping your company's future. The era of well-informed, responsive management is at hand.

To find out more about the solutions offered by SENEF, please contact us.

The benefits of SAAS: A revolution in the software used by your company

In today's digital age, companies are constantly looking for ways to optimize their organization and ensure sustainable growth. The Software as a Service (SAAS) model is emerging as an essential response to these growing demands. Indeed, 85% of business software will be SaaS by 2025 (Source: BetterCloud). In this article, you'll discover the tangible benefits of SAAS,

SAAS , propels companies towards operational excellence, highlighting its application in specific sectors such as personal services, cleaning and security.

What is SAAS software?

SAAS is not just a technological evolution, it's a revolution in the way businesses consume software. It's a distribution model that offers considerable flexibility and agility. Understanding its impact on the software world is essential to fully grasping its benefits.

The term SaaS (Software as a Service) refers to software and applications that are hosted on remote servers and accessed via an Internet network. SAAS does not require local servers or expensive infrastructure to operate. Instead, users pay a subscription fee to access the application and its functionality via the Internet.

What are the advantages of SAAS?

A revolution in the software used by your company, SAAS offers many advantages:

• Financial savings: Companies adopting SAAS benefit from a significant reduction in initial infrastructure costs, offering long-term profitability.
• Enhanced operational agility: SAAS offers unprecedented flexibility, rapidly transforming companies' operational agility and making them more responsive to changing market challenges.
• Simplified, permanent updates: Automatic updates are a key benefit of SAAS, keeping companies constantly up to date with the latest features while boosting their competitiveness.

SAAS in figures

The figures don't lie, and studies reveal that the global SAAS market is set to reach record levels in the coming years, underlining the scale of its impact on the global IT landscape.

• 45% of software sales will be generated by SaaS in 2021.
• In 2020, the sector accounted for sales of €17.9 billion, up 9.1% on 2019.

Issues and solutions in the transition to SAAS

While the benefits of SAAS are undeniable, some companies may encounter friction during the transition. Resistance to change and data security concerns can be obstacles.

However, solutions such as personalized support and training programs can facilitate a smooth migration.

In addition, SAAS-hosted solutions offer guarantees and data security features that are often more robust than what a company can implement for its own IT network (redundancy, multi-site backup, strong authentication, data encryption, etc.).

SENEF: A trusted partner in the SAAS world

At SENEF, we understand the specific challenges of human services and cleaning companies. Our SAAS solutions, such as Progisap and Progiclean, offer uncompromising adaptation to your needs. Whether you're managing human services or cleaning companies, our solutions are designed to unlock your operational potential. While managing human resources, inventory management, accounting, production planning and more, our solutions are designed to help you achieve your full potential. The aim is to improve operational efficiency by providing a complete overview of all business functions.

SENEF's SaaS solutions: a customized response to business needs

SENEF's solutions are tailored to the needs of personal services and cleaning companies. They are designed to be flexible, economical and easy to use.

They enable you to :

• Managing employment contracts and schedules, our solutions comply with current regulations and guarantee quality service to our customers.
• Monitoring of services provided
• Quote creation
• Invoicing
• Human resources management
• Quality monitoring

The SAAS advantage, an asset for modern businesses

The SaaS model, or Software as a Service, is revolutionizing the way companies use software. It offers undeniable advantages, both in terms of flexibility and security.

SENEF, as a trusted partner, offers tailor-made SaaS solutions for personal services and cleaning companies. Our solutions are designed to meet the specific needs of these sectors and help companies improve their operational efficiency.

Contact us today to find out more!

What steps should companies take to anticipate software changes?

In today's business landscape, the need is to optimize processes and stay at the cutting edge of technology. This is leading many organizations to consider a change of software. But how do you prepare for this?

This transition, while bringing opportunities, is not without its challenges. We explain how companies can make the changeover to your software and be better prepared.

The challenges of software change

There is a lot of resistance to change...

Changing software within a company can be fraught with various obstacles. These obstacles can hamper the process.

Here are some of the main obstacles to changing software:

• Fear of the unknown, disruption to work routines, or the need to acquire new skills can lead employees to resist.
• Insufficient communication on the reasons, benefits and modalities of change can lead to misunderstanding and opposition.
• The high initial cost of purchasing new software, training, customization and data migration can be an obstacle, especially for small businesses.
• The complexity of migrating data from the old system, especially with large volumes of data. These represent a challenge.
• Incompatibility with other existing systems in the company can hamper the process. Seamless integration with other software is crucial.
• The need for technical skills to use the new software can be perceived as an obstacle. Particularly if employees don't feel sufficiently prepared.
• Data security concerns, particularly if the new software requires an Internet connection or stores sensitive data. All these factors can act as a brake.
• Uncertainty about the real benefits of the new software. This uncertainty can make some decision-makers reluctant, especially in the absence of a clearly defined return on investment.
• Lack of support or commitment from top management can jeopardize the success of the project. This underlines the importance of management buy-in.
• Inadequate project planning, with unrealistic deadlines or misaligned expectations, can lead to problems and increased resistance.
• Previous failures in software change initiatives can lead to increased mistrust and resistance.
• Without proper training on the new software, employees may feel overwhelmed and have difficulty adapting.

Fortunately, solutions are possible

To overcome these barriers to change, it is essential to establish clear communication, provide adequate training, secure management support and carefully plan the transition process. Involving stakeholders from the outset can also help mitigate resistance to change.

Companies need to anticipate these frictions. To ensure successful implementation. After all, resistance to change is often associated with the transition process.

Key steps to prepare for the adoption of new ERP management software

Here are the recommended steps for preparing for the changeover to a new ERP software package:

• Needs assessment: Identify specific needs by involving stakeholders.
• Software selection: In-depth research to find the best software, taking into account functionality, flexibility and customer support.
• Project team: Set up a multidisciplinary team with a project manager to coordinate activities.
• Detailed project plan: Identify milestones, deadlines, resources and responsibilities, including testing and training phases.
• Change management: Communicate the benefits of change and prepare employees through awareness-raising and training sessions.
• Software customization: adapt the software to specific processes and configure parameters as required.
• Data migration: Plan and execute migration, with rigorous testing to ensure data integrity.
• In-depth testing: Identify and resolve problems in a test environment, then carry out pilot tests before full deployment.
• User training: Provide in-depth training to ensure optimum understanding of functionalities.
• Phased deployment: Deploy in phases to minimize disruption, monitor carefully, and respond quickly to problems.
• Post-deployment support: Set up technical support and solicit feedback for possible adjustments.
• Ongoing evaluation: Regularly assess the software's effectiveness, identify opportunities for improvement, and adjust processes where necessary.

Clear communication, appropriate training, management support and careful planning are essential to simplify the transition to a new ERP system.

How SENEF can help you change software

The advantages of choosing SENEF and our ERP to change software

This is where SENEF stands out. With Progisap and Progiclean, we offer dedicated management solutions for personal services and cleaning companies respectively. These software solutions offer key functionalities, exceptional flexibility and guaranteed data security. In this way, we are able to meet the specific needs of our customers.

Our commitment to human support is what defines our approach. Indeed, our solutions are co-created with our customers so that they can be adapted to their needs and challenges.

In the first instance, we carry out an audit to establish the requirements for facilitating change and adapting the deployment process (Delivery) to the customer's needs.

Our teams are on hand to understand the unique needs of each customer, and a step-by-step implementation process (Delivery) is put in place to ensure that the software is taken on board and customized to the customer's context. Our teams rework the data, and we support your teams to help them get to grips with the solution more easily. Over a period of several weeks, the teams work together to facilitate deployment.

Next, we set up training courses to help your teams improve their skills and guarantee optimal use.

After deployment, we provide you with a dedicated support service, managed by our Customer Success Managers (CSM). You can contact them either by telephone, or via our Jira ticketing system. This platform enables you not only to get answers to your questions, but also to suggest enhancements to our solutions in line with your needs.

We put people at the heart of our solutions.

Customer testimonials

Our customers' feedback attests to the tangible impact of our solutions. Significant improvements in productivity, but also simplification of processes. These are the benefits that our customers have noted after choosing Progisap and Progiclean.

Read our customer testimonials here (YouTube channel)

Support for change 

Changing software is a strategic decision that requires careful preparation. Challenges can be overcome with the right solutions. SENEF is there to offer a smooth transition. But we also offer cutting-edge solutions and human support throughout the process.

Contact us today to find out how Progisap and Progiclean can transform the way you run your business. At SENEF, we're here for you, before and after the change.