With digitalisation, customer service has incredibly changed. Being on hold for hours in telephone support is a thing of the past. Especially in the customer service of machine suppliers and distributors, speed and reliability are in demand. 90 per cent of customers expect an “immediate” answer to their question to the customer service. And “immediately” means for 60 per cent of them within 10 minutes!
This is impossible without the right tools like an automated ticketing system. How does such a software actually work, and how does after-sales services benefit apart from the increased speed of response?
When you think of companies that offer an exceptional customer experience, you probably think of the big consumer brands like Apple, Amazon or Netflix and of the big B2B OEM brands like Bosch and Siemens. This is not only because of their innovative business models and desirable products, but also because of their outstanding customer service. They all work with automated software systems that help employees work more efficiently and provide the best, personalised support to their customers at every point of their journey. Why shouldn’t this also be effective in mechanical engineering, and especially for OEMs? Here we are dealing with complex processes where efficiency is enormously important. Only then can after-sales services be implemented economically. Let’s take a look at automated ticketing systems and their particular benefits in the industry.
What is an automated ticketing system?
An automated ticketing system is a central platform that collects and documents all customer requests from receipt to completion. Each incoming support request is recorded as a “ticket” with a unique number and can be viewed throughout the entire handling process. The assignment to a specific employee can also be done automatically. This prevents, among other things, two employees from unknowingly working on the same ticket at the same time – or even the ticket being completely lost.
After the successful completion of the request, the ticket is closed again, but remains stored in the history.
With some systems, customers have direct access to the tickets and can track the current status themselves. Other systems automatically inform customers about important intermediate steps. The big advantage over manual systems is always that the processes are automated and thus save a lot of effort – with improved performance for the customers at the same time. What other advantages are there beyond that?
An automated ticketing system saves time
Everyone who has ever used a telephone customer service system knows this: You are passed on from one employee to another and have to describe your concern all over again each time. This robs you of your last nerve, especially when things have to be done quickly. With an automated ticketing system, this no longer happens. Because the problem is already stored in the system when the first contact is made. Whoever your customers have on the phone: Everyone knows right away what the issue is and what the status is. This means that every employee can answer incoming queries without having to check with colleagues first – – that’s how professionalism works.
Customer contact is optimally prepared
In the machinery industry, customer service requests usually come from regular clients. Their data is in the system anyway – so what could be more obvious than to use it? Ticketing systems like Makula automatically attach all relevant information directly to the ticket. The service staff can therefore already see the moment the request comes in: Which machine is involved, what is the model and serial number? Where is the location? All this saves time and gives the customer a huge advantage. On the one hand, they do not have to gather this information themselves before contacting the help desk. On the other hand, they feel noticed and well looked after. And these soft factors also make for good after-sales service.
The ticketing system serves as a mobile knowledge database
A well-maintained ticket history not only serves as documentation, but is also a valuable knowledge database. In the database you can see, for example, whether a malfunction has already occurred once and how it was solved. You can therefore use the stored knowledge for similar request and gain practical help for current problems from solutions that have already been completed. As a result, even complex questions, such as those frequently encountered in facilities or factories that operate different kinds of machinery, can be solved more quickly and efficiently. In some cases, it even enables customers to solve problems themselves and saves them having to call customer service.
No more searching for manuals & Co
Makula even goes one decisive step further: OEMs and machine distributors can create a digital profile and a digital life cycle on the platform for every machine sold. In addition to all support requests and their solutions, background information such as operating manuals, spare parts lists, maintenance cycles and ticket history of every machine are also stored here. Machine operators and anyone else working in a facility or factory can then simply scan a QR code to access all relevant information and can also use it to contact the machine manufacturer directly. A faster access to customer service is hard to imagine!
How can machine suppliers and distributors digitalise their after-sales services? Find out more here
The evaluation of the data allows extensive analyses
The collection of all data can also be used to create numerous analyses. On the one hand, you can measure how efficiently your customer service works and where there is potential for improvement. But even more important is the data related to how the machines work. One question has already been asked 20 times? Good – then insights can be derived from it. Many malfunctions announce themselves. Impending machine failures can be deduced from the history and immediately remedied or do not occur at all.
If you want to drastically improve your customer service and streamline processes at the same time, you cannot do without an automated ticketing system. Modern solutions can be integrated into existing systems and applied to all channels of customer communication.
Stop reinventing the wheel in your customer support. Find out how you can seamlessly manage your customer’s tickets and make your after-sales services run like a well-oiled machine!