Why should we raise tickets through the CRM Portal?

Collins Kiplagat Kiptoo.

Why should we raise tickets through the CRM Portal? When users don’t have to repeat themselves or give information that already exists, then excellent customer service is being provided. The CRM Portal is one of the ICT Directorate’s resources that has been implemented to aid users in recording any technical challenges/issues they experience in their day-to-day work. The Agency has set up this tool to help raise tickets to enhance the overall employee experience and make various company procedures more efficient. The need to have this tool is to help us understand the importance of recording tickets for various business processes to be improved and enhanced, making service delivery effective and efficient.

There are various benefits of raising tickets on the CRM Portal helping the agency to manage its service and support cases. As a user, you are able to benefit from efficient ticketing whereby the lodged tickets can be resolved within a specific service level agreement (SLAs). Any ticket that a user raises through the CRM portal will be recorded and assigned to any 1^st, 2^nd, or 3^rd line of support within the ICT departments hence improving response and resolution rates. One of the benefits that a user gets from lodging their technical challenges on the tool is a timely response from the skilled ICT technical staff. This helps in improving work performance by reducing inconveniences in service delivery.

Furthermore, a user will be able to track their unresolved technical challenges through the CRM Portal. The portal enables team transparency and always alerts the appropriate individuals to assist with a prospect or user request hence yielding high productivity at work due to efficient resolutions. It also helps in monitoring recurrent issues from a user that can be resolved at once. More so, a user can be afforded focused attention while resolving their lodged issue.

Lodging tickets on the portal can help also in documentation and accountability of who is handling your issue. This is an efficient way of working between the user and the ICT personnel with the improvement in prioritization of raised technical issues to offer speedy resolutions. Also, the data generated by the portal is used to guide resourcing choices, enhance procedures, and fine-tune support operations to improve user satisfaction.

Therefore, it is imperative to record any technical issues encountered when carrying out various activities across the day. Through the provided CRM Portal, the ICT directorate will be able to evaluate challenges from users in a speedy and expertise manner henceforth improving user experience and improvement on the daily business tools and processes at the agency.

The guest blogger is ICT Support Assistant/ Webmaster at KenTrade.