On Thursday, June 17, the Xafax Netherlands service organization switched to a new ticket system called 'Fieldbuddy'. This may not seem very exciting at first glance, but this switch does have an impact on our entire service provision.
What is a Ticket System?
A help desk ticket system (support ticket system) is help desk software that collects all support requests from our customers/users from different channels and manages them from one place. This makes it extremely clear and convenient.
The benefit of this switch lies in the fact that we now work from one central system. This allows us to handle tickets more efficiently and serve our customers better. We also see a growing demand from our customers for more insight into the service activities we perform for them. More and more organizations also require detailed reports, evaluations and the deployment of a “service delivery manager” who can discuss and substantiate the follow-up of the tickets based on the agreed SLAs. Think about:
This way we can monitor and manage current tickets even better in the process. All in all, we are convinced that in this way we can further optimize our services and tailor them to changing customer demand.
