If you attended the 2009 ContractPro® User Conference, you may remember that Answers Systems plans to roll out a service ticket process that will allow client users to enter service requests directly to Answers Systems without having to go through a Client Team Leader or Customer Service Rep. Phase One of this solution launched on April 16 for a few charter users. Over the next 60 – 90 days, we will be working with the rest of the Answers Systems’ client base to configure the service ticket portal.
The two biggest benefits to both Answers Systems and our customers will be:
- Improved customer service
- New product innovations
With Service Tickets as the primary communication vehicle for requests, we will be able to meet client needs in a more efficient and effective manner. Let’s face it . . . people on both sides of the relationship can miss a phone call, lose an email, or forget a conversation. With a service ticket as the key driver of client requests, everything becomes track-able from the moment of request inception to the time of its completion. Service tickets will not eliminate meetings, phone calls, and emails – they do, however, help set the agenda for some of those follow up conversations.
The service ticket process will also create organizational learning that can help us create repeatable processes to address client requests across the ContractPro and ValuTrak® user communities. With requests going into a central ticket repository, information about the types of things clients need can be cross-referenced for commonalities and help us create better processes for all clients. It also allows us to develop an easily searchable database to help us meet client needs even more quickly.
In addition to creating efficient service delivery, the centralized ticket process will be the catalyst for product innovation. With all clients requests centralized, we will be able to more easily identify trends in requests that point to new innovations for our product offerings.
If you would like more information on the service ticket portal initiative, please contact us at
marketing@answers-sys.com