The ticketing system is an integral part of every CRM / BPM platform. Tickets (or cases) refers to pieces of work those are created in the system. For example, every sales inquiry will become a new ticket. Since ticketing is a basic building block of any CRM system, it is important that the CRM that you select provides rich functionality in this aspect.
Solastis CRM provides strong ticketing system / Case Management platform using which you can digitalize your sales processes, services processes or internal business process.
Watch this quick video on the right to know more
Central Ticketing System
The systems operate like a central ticketing system/case management where all cases are registered and accessible. Authorized users and managers can access cases, view progress, view communication or take any other desired action. Emails on cases are stored in the platform and are available for authorized users to view. This instantly brings clarity in the entire work area as to what is going on, who is doing what work, where the work is lagging behind and what needs attention.
System with multiple Case / Ticket types
Solastis CRM ticketing system lets you create multiple case types. With this, you can achieve differentiation between the business processes. For example, you may be running a sales department, but within the department, you may wish to have a separate process for “Sale of Software” and “sale of Hardware” This can be easily achieved by defining new case types. Segregation of business processes via case type is a basic foundation of the CRM system. Once this segregation is done, the authorization roles and reporting can be used more effectively.
May CRM, in the market today offer a very simplified functionality of a single ticket (or case) type. However, as you start using it in your business, you will often feel the limitations of a single ticket type. We in Solastis, therefore, has noted this and provided a feature to configure multiple ticket types.
Sales, support and other processes
Solastis CRM ticketing (case) platform can be used to digitalize any business process in your organization. It may be your sales operations, support operations or internal business processes. While the majority of our clients use it for sales and support environment, we have seen some clients using our platform in scenarios like HR investigation cases, Geo testing assignments, internal projects, monthly financial reporting cases and so on.
Solastis is a CRM + BPM platform, so long as a case type has repeatable work steps, it can be easily configured for implementing in the system.
Solastis CRM ticketing system lets you create a subcase to the main case. This way if the piece of work is too big then it can be broken down in manageable components. Sometimes the piece of work tends to be big where people from different departments tend to work together in a different area. A single case for this big scope may not be a viable option where subcases can help.
User-friendly CRM user interface
Importance of user interface is often ignored during the CRM selection process. However, it has significant relevance. Your employees work day in and day out on the CRM system. Having a need to click two times extra per minute means 960 extra clicks in a day, that’s lost effort and increased annoyance for your CRM agents.
We have kept this aspect in mind while designing the CRM system. The elements are laid out in such a manner that efforts for users to get to a specific screen or for executing a specific function are minimum.