Helpdesk & Ticket Management
Offer your customers different service channels to get in touch with you. Whether via a self-service web portal, by e-mail, telephone or fax – the PiSA sales CRM brings together all tickets, complaints, claims and inquiries in one central system.
The convenient integration of your telephone system (CTI) in combination with the 360° view of your contact persons lets you know who is calling as soon as the first bell rings. With one click you can jump to the complete customer file and have access to the history, the installed base and all service processes and contract data. An intelligent knowledge database supports your employees and colleagues in optimal ticket processing.
Fast and competent service made easy
- A central platform for the processing of tickets, complaints or recording of malfunctions
- Offer your customers fast and competent support
- Processing inquiries and complaints in a targeted and efficient manner
- Never miss a deadline with integrated escalation management
- Get optimal suggestions for solving the service case with the knowledge database
Ticket management as the central platform for your service
Important basic data is automatically transferred when a new ticket is created. The ticket number is assigned by the system and the service process is assigned to your customer, the responsible agent and, if necessary, to the relevant service object. A lot of additional information such as notification type, due date and status is quickly available and is supplemented by the error description. The service contract with its warranty, guarantee and maintenance data as the basis for your actions is quickly available with just one click. Ticket management thus forms a central platform for your service management.
Working together on complex service cases and creating seamless transitions
Your customer can contact you through various service channels. Whether via your website, e-mail, telephone or the PiSA sales portal – the PiSA sales CRM brings together all service messages, complaints, claims and inquiries in one central system. Service is teamwork! Thanks to a jointly used activity management, the delegation of tasks, the processing and their feedback as well as the collaboration on complex service cases are seamlessly possible.
With a CTI integration you know immediately who is calling
The convenient integration of your telephone system (CTI) in combination with the 360° view of your contact person lets you know who is calling from the very first ring. With just one click you can see the complete customer file and have access to the history, the installed base and all service processes and contract data. Alternatively, you can view the last communication and other indicators about the customer in a customer cockpit. These are, for example, key figures from the service, but can also be open service offers, past service calls or a turnover statistic including trend analysis.
The PiSA sales CRM actively supports you in solving problems
An intelligent knowledge database supports you in competent ticket processing. The system automatically recognises the products purchased by the customer and suggests the appropriate solution to the problem based on the service notification received. Using stored and customizable text modules, your helpdesk team can respond quickly by e-mail and deliver relevant content. The system can also suggest the best possible processing of the respective ticket depending on the service notification. This way the processor always knows what to do.