Challenges
- Needed a way to streamline CRM workflow.
- Existing CRM required manual steps that team members could not apply consistently, resulting in errors, outdated information, and customer frustration.
- Needed to customize list views for managing different types of tickets.
- Existing solution’s UI was cluttered and its UX was overwhelming.
Solution
Syncfusion® BoldDesk® provided an all-in-one solution that saves time and reduces redundancy, improving the user experience and shortening ticketing time by 50%.
Background
This award-winning global technology company provides data platforms and other enterprise-grade solutions for Fortune 100 organizations in various industries. The company’s customer engagement relies on CRM and help desk software to communicate with customers, work with third-party reviewers, manage ticket requests, and address past-due accounts.
Customer Needs
Previously, the team used one of the most popular CRMs on the market. While it had a good reporting function, the system lacked essential features allowing for a streamlined workflow, such as updating a customer record while composing an email. The team also said it had a “clunky” and “overwhelming” user interface and experience.
Additionally, the team needed a better solution for linking tickets, opportunities, and invoices to customer communications. Communication with customers was a manual step outside the workflow that required multiple apps and was not used consistently. If a team member incorrectly linked the chain of communication or invoice to the CRM, it led to errors, missing updates, and customer frustration.
Further, as this group manages a variety of ticket types, from internal requests to marketing outreach and collections, a customizable list view was essential to optimize workflows. After careful consideration, the team decided to explore other options and transitioned to BoldDesk®
Results
The team immediately simplified its workflow. Features in the visually appealing, clean UI of BoldDesk® operate independently, allowing the use of different functions simultaneously on the customer information page. Users can begin a customer communication, update a record, and return to the communication without interrupting an operation or losing work.
Communication with customers no longer requires multiple apps to track and complete; the entire process can be accomplished end-to-end within BoldDesk® . The all-inclusive operation removes the need for manual steps like linking to an invoice, driving efficiency, reducing inconsistencies within each team member’s workflow, and minimizing errors.
Finally, BoldDesk® is easily customizable and filters any data field. This feature allows the team to create and customize ticket views based on individual requirements.
Communicating with customers is vital for more than just customer support issues. BoldDesk® allows all departments to reply to customers faster and more seamlessly—a feature appreciated by the company’s cross-functional teams.
BoldDesk® has reduced the time spent on tickets by up to 50%. Positive customer reviews that mention the company’s remarkable customer support reflect the success of the BoldDesk® implementation.
Conclusion
A modern help desk for all departments, BoldDesk® is a powerful, customizable ticketing solution that allows businesses to manage help desk tickets and support email efficiently, automate repetitive tasks, and publish self-help articles for their products. The solution has competitive, tailored pricing models to suit businesses of all sizes—from small businesses and start-ups in growth mode to large enterprises.
