Advantages

Increasing employee satisfaction

Help desk work can be tough. Phones ring, new emails arrive faster than the team can handle them. With the wrong tools and inefficient processes, it's easy to lose your nerve.

With todo4teams, we provide a tool that efficiently distributes requests and creates minimal additional effort when taking on and completing tasks. Ideally, this takes just one click.

It's equally important that your employees feel they're not alone: ​​When you work on a ticket and see other tickets disappear from the inbox because your colleagues are supporting you, it's very motivating.

Employees working from home especially appreciate this sense of teamwork.

todo4teams uses several concepts to make the team feel visible during use:

• Live updates of ticket lists make colleagues' actions immediately visible: New tickets appear, and tickets taken over by employees are immediately hidden.
• Who's online? In todo4teams, you always see the current staffing of all your teams. Even as an agent.
• The personal dashboard provides a quick overview of the number of pending tickets and the available agents.

Increased efficiency

"First contact resolution rate" is a crucial KPI in the service center. If the search for the right contact person takes longer than resolving the issue itself, your numbers can quickly become skewed. With todo4teams, you can easily implement rules that optimally address tickets as soon as they arrive: By recognizing certain keywords in the request, classifying the customer as "technical," "commercial," "end customer," etc.

Provide text templates to answer recurring inquiries more quickly or directly integrate your existing knowledge database for quick access to detailed information.

Or have artificial intelligence generate a text suggestion directly.

Increased productivity

todo4teams was developed in a call center environment where agent activities were precisely measured. Processing times and adherence to target times were precisely tracked and optimized. Accordingly, todo4teams, as the most important tool in the service, had to be perfectly coordinated: as few clicks as necessary, as much support and convenience for agents as possible to improve productivity.

A series of paradigms and measures therefore characterize todo4teams today and set it apart from the competition:

1. Technology: Distributing thousands of tickets per day across hundreds of teams, each with dozens of employees, while observing hundreds of business rules, requires a sophisticated application core.
2. Speed: Waiting for a response from the software is annoying and costs money. Extensive caching in todo4teams guarantees fast responses.
3. Simplicity: The basic workflow for processing requests is as simple as answering an email. Additional data is only collected or workflow steps initiated if the request requires it.
4. Speed: 1. Mobile use: On your PC, tablet, or smartphone - todo4teams runs wherever you are, mobile or at your desk. With a uniform operating concept.
5. Blocking concept: Exclusive processing of a request by exactly one agent is a basic requirement in ticketing and is guaranteed in todo4teams.
6. Use of...
   1. Knowledge databases are a product category of their own and do the job brilliantly. Integrate todo4teams with existing solutions instead of reinventing the wheel.
   2. Text modules accelerate responses to requests. Legally compliant, compliant with your corporate identity, and de-escalating.
   3. Artificial intelligence generates perfectly worded texts in seconds, which can be adopted after a brief review. todo4teams gives you the choice of using the best AI models currently available!
   4. Full-text search with complete indexing of all tickets, emails, attachments, replies, and form data guarantees the right hits within milliseconds.
   5. Voice input, the fastest way to enter text, especially on smartphones.
   6. Forms, for all workflows that capture and process structured data. Including required fields, buttons, format checks, and much more.
   7. Workflows such as follow-up tickets, split/merge, escalations.
   8. Ticket routing based on sender, time, keywords, AI classification, current team workload... The possibilities are truly endless.

Improving Integration

todo4teams is ready to use in your company out of the box. However, most companies also have a CRM system, fleet management software, customer service management software, and so on.

The ticketing system often acts as a firewall to these systems – simply because simple issues can be handled more efficiently here and shouldn't clog up CRM histories.
Nevertheless, linking these systems often makes sense. Is the sender of a message already known as a customer? Is they perhaps even a VIP customer and should be given preferential treatment? Should the customer support agent be informed via the CRM in the event of an escalation?

This type of exchange with third-party systems is easy with todo4teams and possible in several ways:

REST Services

REST services are provided externally by todo4teams so that other IT systems can create tickets, modify existing tickets, or query them. RESTful web services are well-standardized and supported by almost all programming languages ​​and many IT systems. Here, todo4teams acts as the "server" - the third-party system acts as the "client."

Conversely, todo4teams can act as a REST client to access other systems that provide REST services (the third-party system acts as the "server"). Script hooks are the connecting points for triggering access to other systems in specific situations.

Custom Jars

Sometimes using a web service isn't enough to connect complex IT systems. todo4teams can be extended at runtime with Java libraries (so-called jar files). This allows you to integrate your own program code for use in todo4teams.

This could, for example, be the driver of an external database system, a library for complex calculation of Erlang C metrics in a call center, or the data types of your CRM system.

Lifeline between CRM, HR, and ERP

Whenever large CRM systems promise to have helpdesk functions or a knowledge management system "on board," you can safely ignore them. You would be equally suspicious of a helpdesk system that promises to include all important CRM functions. For good reason, there is specialized software for these different areas with sophisticated concepts that incorporate years of experience. Much more important is that these different systems are seamlessly networked and coordinated.

The prerequisite for this is that all components, as open systems, allow for this exchange. Then the ticketing system, with its task of ensuring all types of requests are handled efficiently and on time, becomes the lifeline between customer relationship management, enterprise resource planning, DevOps, human resources, etc.

todo4teams therefore offers the various IT applications in your company an offer: Delegate the controlling of your requests to me! todo4teams will distribute these tasks according to clear rules, monitor timeliness, provide feedback, avoid duplication, follow the four-eyes principle, and make success measurable.