Track and Trace Solutions

If you need to manage customer support requests, the easiest and most reliable way is to use an issue tracking or ticketing system. This involves a support ‘ticket’ being created and following a defined process until it is resolved.

Issue Tracking system

Advantages:

  • Customer requests all go through the same workflow, avoiding any loss of data
  • All customer care staff have access to the same information, so issues can be dealt with even if specific individuals aren’t available to respond
  • Helps to reinforce processes across your business
  • Customers understand the process and can see when an issue is being dealt with, leading to greater levels of satisfaction
  • Measures performance effectively, by monitoring response times, time to resolution etc
  • Increases inefficiency and reduces costs

Ticketing Systems

This provides an admin area for staff to view incoming tickets or create new ones on behalf of clients, with an area for a client to log in, create a new ticket and view the progress of open tickets.

Advantages:

  • A streamlined interface which is easy to use
  • Highly expandable which we can integrate, change and develop
  • Secure
  • Powerful search engine
  • Advanced filtering allows you to find the information you need instantly
  • Detailed management information
  • Access from any device, anywhere!

Get in Touch

To find out more, contact us and we’ll be able to provide all the information you need to know.