Manage work with more transparency when you handle a ticket as a project in Solastis CRM.
CRM case as a project, project management for ticket management, CRM ticket as a project
Majority of the CRM solutions in the market today consider a ticket as a single object and resolve it accordingly. There is no way to organize this ticket in logical steps. However, in reality, that is not how ticket management should work, especially for long duration tickets. You need to follow a logical sequence of steps to resolve a case or close a ticket efficiently. It is even better if you can monitor every step of the ticket as you progress to get accurate insights.
You can consider every ticket as a small project which can include any number of steps. And while you need some form of project management, you do not want to apply elaborate project management tools to handle the ticket. Essentially, you need a simple CRM solution that can provide a logical structure for efficient ticket management. Besides structure, such a simple CRM also lets you monitor every ticket at every step and provides you instant clarity. So, when you implement a ticket as a project, you can immediately improve your response time.
This is what exactly Solastis CRM provides. For every case type, you can define a task template which is essentially the series of steps to be followed for the resolution of cases with that case type.
Get remarkable clarity on the status of every ticket or case
With a project management tool, you can keep track of a ticket at every stage and take necessary actions. You can do so for all the ongoing cases and know exactly how every case is progressing.
Give your customers a consistent experience
When you manage a ticket as a project, your approach to the resolution is not random. So, you can offer your customers a consistent service every single time. Also with this approach, all the necessary steps are properly taken care off.
When a case or a ticket is created in Solastis CRM, it automatically follows the step template of the case type. You can customize the template as per your requirements. You do not need any additional tools or training to implement a ticket as a project in Solastis. Once you start applying logical steps to resolve a case or a ticket, your outcomes become consistent, and you require less time to reach those outcomes. It is also very easy for your employees to understand this concept and follow it while working.