Efficient ticket management with Lime CRM
Do you want to improve your ticket management and work in a modern and digital way?
What is ticket management?
Ticket management, sometimes called ticketing, is about gathering and documenting customer issues in a simple, structured way within a ticket management system. These types of issues are most often referred to as tickets in a ticket management system.
The challenge with multiple customer contacts
Regardless of what they concern, all customer tickets are equally important. At the same time, the large volume of daily customer interactions can make it difficult to keep track of every point of contact customers have with your organisation. Today, customers can reach a company in many ways:
- Calls or emails to customer service
- Contact forms on the website
- Chat via the website or through a digital service such as a customer portal
- E-mails to a dedicated contact person or salesperson
- Contacts through social media
In other words, it’s easy for something to slip through the cracks. With digital ticket management, it becomes easy to gain control over the entire process. You can easily manage each ticket using a unique ticket number that’s linked to your comprehensive information about that specific customer. This makes it a simple task for all agents to quickly assist the customer, whether it’s their first, second, or third interaction.
Digital ticket management lays the foundation for a professional customer experience
All organisations and companies handle large amounts of information today, not least about their customers. The challenge often lies in the fact that this information is spread out across multiple systems, making it difficult to get a complete overview of what’s happening.
But rest assured, you’re not alone! With digital ticket management, you can easily take control of all communication and follow-ups with your customers. A CRM system, such as Lime CRM, can connect your business system, marketing system, and customer database with your telephone switchboard, making sure that all contact points are visible in one place.
It lays the foundation for a professional customer experience and gives you a full overview of what has been said, done, and promised.
Do you recognize yourself
in any of these examples?
- A salesperson calls a customer who’s already been contacted by customer service.
- The marketing department sends out information about a training session that the customer has already declined.
- The support team has no idea what was communicated in the latest interaction and can’t provide the correct solution to the ticket right away.
6 advantages of digital ticket management
Collects all customer information in one place
With electronic ticket management in a CRM system, all customer information is gathered in one place. The customer’s services, products, and contact details are just a few examples of information that can be collected in your ticket management system.
With digital ticket management, every interaction and update is logged into the system. This provides full traceability throughout the lifecycle of each ticket and makes it easier to see who did what and when, simplifying both internal follow-ups and external reporting.
More efficiency with quality-assured processes
It’s easy to guarantee quality in all your processes when you manage all your customer tickets in a shared CRM system. With customised checklists, you can guide your team members through each stage of a ticket, ensuring a consistently high level of service.
Digital ticket management also makes it possible to collaborate in real time on the same ticket. Team members can share information, comment on tickets, and work together regardless of their location. This leads to faster resolutions and a more cohesive workflow.
Better customer service with integrated channels
It’s possible to integrate multiple communication channels into your digital ticket management. Your colleagues can see all previous interactions with the customer and offer assistance even the following day, without the customer needing to repeat themselves.
By providing faster and more accurate customer service, the overall customer experience improves. Customers who receive a quick and effective solution to their problems are more likely to remain loyal to your company and recommend it to others.
Faster and better decisions with real-time data
By gaining access to accurate, up-to-date information and real-time statistics, you have the opportunity to make better decisions in a faster way.
Leaders can easily identify trends, track Key Performance Indicators (KPI), or act proactively on any issues they notice.
Follow-ups becomes easy and relevant
When you gain control over all your contact points, it also becomes easier to follow up on which customers are inactive. By using insights you gain from the statistics, you can reactivate inactive customers through e-mail or other communication channels and focus on the endeavours that gives the best return on your time and efforts.
Reduced costs and increased efficiency
With features such as an AI chatbot and Smart FAQ, Lime CRM resolves up to 80% of all customer inquiries, freeing up staff to handle more complex tickets instead. By automating parts of the workload, the need for manual documentation and ticket management is reduced, saving both time and money.
Effective ticket management with Lime CRM
So what’s the secret to more satisfied customers? The answer is delivering a world-class customer service! With great communication and fast follow-ups, you’ll have all the prerequisites for further success, and digital ticket management is one of the keys to achieving it. The most common reason a customer cancels their services is because they feel ignored.
By gathering all contact points in a ticket management system, you get:
Quality-assured processes
- Customised checklists: Helps team members follow the correct procedures.
- Shared framework: Reduces the risk of employees using their own ad-hoc methods.
- Higher service quality: Makes sure that every customer receives the same high standard of service.
Integrated channels for better customer service
- Consolidated communication: View all previous interactions with the customer.
- Faster response: Assist customers effectively without having them repeat themselves.
- Increased customer satisfaction: Provide personal, well-informed service at every touchpoint.
Automation and efficiency
- Automated ticketing: Automatically assign tickets to the right department or team member.
- Standardised response templates: Predefined templates for frequently asked questions and answers.
Flexible and adaptable
- Customisable interface: Customised dashboards and views so you can immediately see relevant information.
- Mobility: An online-based ticket management system that allows you to work from any location.
- Scalability: Flexible and scalable, Lime CRM can easily be adapted to meet your future needs.
By consolidating your customer service in a shared ticket management system, you gain complete control over your communication, faster response times, and more satisfied customers who stay loyal longer.
Take your next step toward better ticket management
Would you also like to improve your ticket management and start working in a modern, digital way?
Veidekke reduced duplicate work and improved quality with the help of Lime CRM
A lack of proper follow-ups to customers prompted Veidekke to update its ticket management system. Customer information was spread out across multiple sources, making it difficult for their customer service to gain an overview and provide proper solution.
After comparing several options, Veidekke chose a customised solution from us at Lime. We were the only supplier that met all of their functionality requirements, including integration with Veidekke’s financial system, Agresso.
What are you waiting for?
There’s no time to waste! Let’s find the solution that will help you get more customers and turn existing ones into loyal ambassadors today.