TicketWorx
The issue
Companies that serve large amounts of customers with complex products (esp. TelCo) have complex customer service processes: Many organizational units (service center, disposition, field, contractors) & many customer interactions (non-/technical, many channels).
Most of them use trouble ticket systems to manage these processes, sometimes standard (e.g. Remedy) but often enough proprietary. The focus and thus strength of these systems is often operational process management and not reporting, monitoring & analytics. If they do have analytics capabilities, they are very expensive when it comes to total licensing costs, which medium-sized firms cannot or do not want to afford.
However, the need for monitoring & deep-dive analytics is growing as increasing customer numbers and higher switching rates make good customer service a key differentiator.
Our solution
TicketWorx is a business intelligence solution built in affordable MS SQL Server. It sits 'on top' of operational trouble ticket systems. Since TicketWorx was designed by Analyx, a specialized analytics consultancy, it is built with a clear perspective on managers' information needs.
It provides a multitude of functionalities to track tickets (incl. their flow through your organization) and measure field service and subcontractor performance. Furthermore, it allows you to perform ad-hoc analytics using a flexible filtering and drag & drop system. Finally, TicketWorx can be customized to your organization's needs when it comes to processes, organizational structure, ticket & product classes, performance thresholds and the like.
Contact us for further information!
Main functionality areas
|
Functional area |
Information needs covered |
|---|---|
|
Ticket counting |
How many tickets are coming in or being resolved across a multitude of dimensions (job class, job type, organizational units, various time cuts, region, etc.)? Trend over time? |
|
Ticket timing
|
What is the runtime of tickets? Do average
runtimes increase or decrease? How of tickets decomposed (e.g. driving time, waiting time etc.)? |
|
Ticket aging
|
What is the age structure of tickets currently in the system? Do we have many long-time tickets, which drag down the average resolution time? What are trends over time? |
|
Ticket flow
|
How do tickets move through the organization? How long do tickets "sit" at each unit involved an ticket handling? Can we identify process inefficiencies here? |
|
Benchmarking
|
How do internal units (Field, Dispo; in various cuts, e.g. Area/Region etc.) fare against standarized benchmarks such as Tickets resolved in 48h? What share of tickets is resolved within or outside benchmark times? |
| Individual Performance Measurement | How does each employee perform against his/her individual performance KPIs as set in the contract? What is each person's overall achievement based on all individual KPIs? |
| Subcontractor Performance Measurement | How do individual Subs perform against standardized KPIs as set out individual contracts? What are the financial implications in terms of bonus/malus? |
|
Churn
|
On a customer level, how are ticket indicators developing that have been analytically identified as being relevant for a customer's cancellation decision. |
Read how a TelCo client has
optimized its monitoring capabilities using
TicketWorx: