Thanks to software-based customer communication, flexible registration of expenses and precise invoicing, you can manage customer inquiries and project tickets in Projektron BCS in a quick, efficient and cost-saving manner.
Digital registration of customer enquiries
Take the pressure off your hotline
With their own accounts, customers can log into the Projektron BCS customer support system and enter their enquiries as tickets – it's quick and uncomplicated. This way your customers can reach you at any time – and you keep track of all incoming customer enquiries.
If a ticket becomes too extensive or labor-intensive, you can change it to a project task with one click: All the important ticket data such as subject, description and previously booked efforts are automatically transferred by Projektron BCS and the full functionality of a project task is provided.
Flexible service hours and reaction times on tickets
Providing the highest degree of transparency
As a business, you want to provide your customers with a certain level of service quality, for example: At what times can you reach customer support? How long does it take for them to respond to the queries? How are tasks processed with regard to their deadlines?
In Projektron BCS, service hours, reaction times and early warning stages up to the task level can be defined in detail. You can define the time period in which your support can be reached as service hours according to type of ticket, priority and day of the week. If you offer premium support for your top customers, you can define this too.
Early warning stages help you stick to your reaction times. Should pressing requests be replied to within 8 hours? Set an early warning stage, if the deadline is only hours away.
You can use the mailing list to specify who is to be informed at this point. Either you name a specific person or, in addition to that, you send a message to the project manager or ticket processor in charge.
What stage of escalation your tickets are currently on can be seen at a glance; this way you and your team members can see what tickets require more attention than others.