With the plethora of streaming services, food delivery subscriptions, and SaaS license fees you undoubtedly pay thousands of dollars yearly on goods and or services you don't really need.
In fact, the average Millennial has about 4.7 subscriptions at once. While this isn't much of a hindrance when it comes to personal video streaming, your business, however, can lose hundreds of thousands of dollars annually on unneeded software.
And I'd be willing to wager that your ticketing solution is one of those unessential products. Maybe you met a very persuasive at a conference that hooked you up with a Jira sub or bumped into a free trial for Freshdesk.
In either event, you may have overlooked a perfectly suitable ticketing system already in your possession, your CRM! My application, Super Easy CRM, includes a robust support ticket feature that integrates with projects, departmental workflows, contacts, and more.
Here is a quick demo of my baby in action. To track customer issues, all you need to do is create a ticket and attack the person of your choosing to it!
If, for some strange reason, Super Easy is not your CRM of choice, you should still look to your current vendor for a ticketing solution before signing up for another service.
Still, need convincing? Here are 8 reasons you should use your CRM as a ticketing system.
One of the main advantages of using a CRM for your ticketing system is having a single place to access all your vital client data. CRM tools allow you to store detailed customer profiles, including contact info, order history, and interactions with customer support.
This information can be used to provide better support, as your support agents will have easy access to the customer's history with your company.
By making your CRM a ticketing system, you streamline the customer support process in your business. Support agents can easily access customer information and previous support tickets, allowing them to quickly understand the context of the issue and provide a solution. This leads to faster response times and more satisfied customers.
CRM tools, like those found in Super Easy CRM, include features like automated responses and job aids, that can save your support team time and ensure consistent messaging across all customer interactions.
CRMs help foster cross-department collaboration by providing a shared platform for all teams within your organization to access customer data.
With a CRM, your sales, marketing, and support teams can work together to provide a seamless customer experience. This collaboration can lead to increased customer satisfaction and less tension among colleagues.
CRM systems often come equipped with robust reporting and analytics features that can help you better understand your support team's performance and identify areas for improvement. By tracking key performance indicators (KPIs) such as ticket resolution time, first response time, and customer satisfaction, you can make data-driven decisions to optimize your support processes.
CRM analytics can help you identify trends and patterns in customer issues, allowing you to proactively address common problems and improve your products or services.
One of the main benefits of using a CRM is its scalability. As your business grows, a CRM can easily expand to accommodate new customers, support agents, and processes. This ensures that your ticketing system can grow with your business and continue providing the same customer support level.
Furthermore, CRM systems are highly customizable, allowing you to tailor the platform to your business needs. You can create custom fields, workflows, and automation rules to optimize your support processes and improve efficiency. This level of customization ensures that your CRM can adapt to the unique needs of your business and industry.
CRM systems often have automation features that help your support team save time and reduce manual tasks. For example, you can set up automated workflows to automatically assign tickets to the appropriate agent or department, ensuring that issues are handled by the right person from the start. This can significantly reduce the time it takes to resolve tickets and improve overall support efficiency.
CRM tools can automate routine tasks such as sending follow-up emails or updating ticket statuses, freeing up your support agents to focus on more complex or high-priority issues.
By providing better support and a more personalized customer experience, a CRM can help you improve customer retention and loyalty. When customers feel valued and understood, they are likelier to remain loyal to your brand and continue doing business with you. CRM tools can help you achieve this by providing your support team with the information they need to understand each customer's unique needs and preferences.
CRM systems can help you identify at-risk customers and proactively address their concerns before they escalate, improving customer satisfaction and retention rates.
Implementing a CRM for your ticketing system can save your organization's cost. You can lower overall support costs by streamlining support processes, reducing manual tasks, and improving efficiency. In addition, a CRM can help you identify areas for improvement and optimize your support processes, resulting in further cost savings over time.
While an initial investment is required to implement a CRM, the long-term benefits and cost savings often outweigh the upfront costs, making it a worthwhile investment for many businesses.
So, before shelling out thousands on a fancy new ticket application, check with a trusted CRM Admin or your CRM vendor to see if ticketing features are available.
Remember, unless you have a team of developers or complex IT operations, you probably don't need Jira. Most businesses will do just fine with CRM ticket software.
Posted by: Matt Irving on 5/07/2023
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