iFD Ticket system / Service system
The major task of a ticket system in an retail or warehouse organization is to record, assign, solve cases and problems, to investigate reasons, accumulations and sources of the problem.
On the one side the user, usually employees in the stores / outlets, report the problems and cases and on the other side the central departments and people in charge of taking care of the problems, being in constant dialog with the reporters, have to determine whether the given problem is a department independent problem that has to travel through different departments to be solved sustainably.
To always have an overview about incoming and open problem reports / cases and to be able to determine bottleneck and accumulations of certain problem situation is the master challenge of the department leader or the central administration desk. iFD sTicketsystem provides these precise functions, allowing you to configure different roles and groups solves one of the major issues for a comprehensive ticket system – not only in retail organizations.
Role based structures
In the master data administration, users are assigned to previously configured roles. The roles define the user rights, as well as also indirectly its responsibility in the environment, by being assigned to specific departments or stores / markets. The role system of iFD sTicketsystem is configurable can therefore adapted to the specific structural need of the organization.
Due to its flexible role model, iFD sTicketsystem is suitable for structures of multiple directed stores / markets as well as independent stores or individual structures.
Flexible webbased system
The entire solution is built using the modern and powerful Microsoft web technology, so that the solution can be operated simply by logging into the web platform using the common web browsers on the personal computer as well as from tablets or other mobile devices using the internet communication protocols.
Categorize cases precisely
iFD sTicketSystem supports up to a three level / sublevel categories of the incoming case. Therefore, it is even possible to categorize the case / problem, if necessary, very precisely to the responsible department with the organization. In each of the main or subgroup categories, one or more responsible people are assigned to address these issues, minimizing the travel and routing time of the problem to the potential solver. Whether the solver is located inside the organization or not, is not primarily relevant to the ticket system – so even service companies can be integrated to quickly receive the information about an actual problem and to react following the defined procedures in the case.
Parametrized problem reports
Another interesting feature in iFD sTicketsystem is the possibility to parametrize problem reports with obligational or optional fields to be filled by the reporting user when reporting problem of specific categories.
As an example, we might see the report of a failure of a check-out system in retail stores. The report alone, that the check-out systems is out of order, might not lead to optimized workflows, as the responsible department or service company would have manually call the market to get more information about this check-out system, e.g. manufacturer and serial number.
When configuring this problem category with the obligational fields to be filled out at the time the problem is reported, workflows can work much more precisely as the system and the department already have more information to route the problem to the correct service technician or service company right away, avoiding the use of additional personnel time to gain the missing information.
Obligatory and optional fields can vary from category to category, allowing you to individually focus on what relevant data to acquire during problem report and therefor optimize the workflows.
Obligatory and optional fields are defined after having configured the categories and departments, and can be set up in the master data administration of iFD sTicketSystem by authorized administrators.
Being informed about the problem reported is an important factor. The reporting user can configure that the system informs automatically about status changes of the reported problem, for example, when the problem is transferred to another department or the status field has changed. By using this status report functionality, the users are aware of changes, eventually influencing their daily work.v
Viewing and changing reported problems with the iFD sTicketsystem web interface is also possible at any time. Different filters allow the selection and sorting of reported, processed or solved problems at any time.
If the user enables the status report feature, the user get a status update by email containing the fields defined in the email system template.
Configurable email template and skin
The communication of iFD sTicketsystem is based on templates. Email templates, contained text, fields, logo and images can be customized to fit the organizations expectations.
The same applies to the outlook of the iFD sTicketsystem web interface; different integrated skins allow the customization of the frontends outlook to meet the specific corporate identity.
Plus: Store-Checks, inspections and tasks
iFD sTicketSystem contains an optional interface to our mobility solution iFD mTrade for sales forces, district managers and service personnell.
The interface allows direct communication between iFD mTrade and iFD sTicketsystem, also when being directly on-site at the customer or store when doing visits or store-checks. Tasks resulting for on-site-activities can be simply created and assigned to the reponsable people within the iFD sTicketsystem based organisational environment.
Resulting taks are transfered also to iFD sTicketsystem, beeing worked on and solved by the responabel receiver, whether an employee in the stores or locations, or a central department.
To increase the continous overview about the tasks history and status, these tasks and their individual status are brought to resubmission during the following store-check or in between based on the date specified in the task, also allowing to define levels or escalation in case of necessarity.
Attachments and Images
Additional attachments, as well as images and photos taken during e.g. store-checks with iFD mTrade and the mobile devices integrated camera, can be attached to the problem, allowing a more precise and visual description of the problem. Additional attachments like documents, scanned images or other attachments can be uploaded also using the web interface of iFD sTicketsystem. Attachments and attachment types have to be previously enabled by authorized administrators in order to activate this functionality to the users.
|Would you like to know more about the functionality and possibilities with iFD sTicketSystem in an individual online product presentation?
Just give us a call or get in contact by using our contact or demo request form and we will get back to you right away or at the time, you specified to coordinate your personal online presentation on one of our demo installations.
Request presentation …