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Service Management for SMEs and Large Corporations

SMEs and large corporations across multiple sectors, handling a variety of operational and customer-facing challenges.

1. Customer Service Department

Challenge: Handling a wide range of customer inquiries, from product-related questions to technical issues with the company’s website or mobile app.

  • Examples:
    1. “Product specifications not clear on the website.”
    2. “Unable to track my order through the portal.”
    3. “Product return request not processed after multiple attempts.”
    4. “Customer unable to access support due to broken chat functionality.”
    5. “Confusion over promotional offers leading to multiple support requests.”

Solution:
TIKTING automates the categorization and routing of customer service queries, ensuring each issue is directed to the right department and resolved quickly. With real-time tracking, customers receive updates on their inquiries, increasing transparency and reducing frustration.

2. Sales Department

Challenge: Managing follow-ups on sales leads, tracking customer orders, and coordinating with production to fulfill those orders.

  • Examples:
    1. “Lead not followed up within 24 hours.”
    2. “Order processing delays affecting sales closure.”
    3. “Sales team struggling to access updated product inventory.”
    4. “Customer requested a quote but did not receive it on time.”
    5. “High-priority sales leads not being escalated, leading to missed opportunities.”

Solution:
TIKTING integrates with the CRM system to automate lead assignment and follow-ups, ensuring no lead is missed. It also tracks the status of customer orders in real-time, helping sales teams manage expectations and deliver on time.

3. Marketing Department

Challenge: Handling requests for marketing materials, managing customer feedback for campaigns, and coordinating with other departments for promotions.

  • Examples:
    1. “Delayed approval for marketing materials.”
    2. “Campaign feedback not integrated into the next marketing cycle.”
    3. “Website promotional banner not updated on time.”
    4. “Promotional emails sent without proper customer segmentation.”
    5. “Cross-departmental delays in marketing collateral distribution.”

Solution:
TIKTING provides a centralized platform where marketing requests and approvals can be tracked. It also allows marketing teams to capture customer feedback and ensure that this data is integrated into future campaigns, streamlining the promotion process.

4. Finance Department

Challenge: Managing invoice disputes, processing refunds, and handling payment-related queries, all while ensuring compliance with financial policies.

  • Examples:
    1. “Invoice not reflecting the correct discount.”
    2. “Delayed refund request due to a system error.”
    3. “Discrepancies between payment due dates and invoices.”
    4. “Customer requesting proof of payment for tax purposes.”
    5. “Late fee applied to an invoice despite the customer making timely payment.”

Solution:
TIKTING automates the financial query handling process, ensuring invoice disputes are resolved swiftly and refund requests are tracked with clear timelines. It also provides real-time tracking of financial issues, helping the finance team maintain accurate records.

5. IT Department

Challenge: Managing internal IT support tickets, handling system outages, and ensuring quick resolutions to technical issues affecting the business.

  • Examples:
    1. “Employee unable to access company software due to login issues.”
    2. “System downtime affecting order processing.”
    3. “Data backup failure causing delays in report generation.”
    4. “Slow network performance impacting productivity.”
    5. “Software update causing compatibility issues with key applications.”

Solution:
TIKTING streamlines IT support by allowing employees to submit tickets, which are automatically categorized and assigned based on urgency and department. Automated workflows ensure that critical issues, such as system outages, are escalated and resolved as quickly as possible.

6. Human Resources (HR) Department

Challenge: Managing employee requests such as leave applications, payroll queries, and policy clarifications.

  • Examples:
    1. “Employee leave request not approved on time.”
    2. “Payroll discrepancy not addressed before the next cycle.”
    3. “Confusion over health benefits coverage.”
    4. “Employee not receiving updated company policies.”
    5. “Request for performance review feedback not acknowledged.”

Solution:
TIKTING enables HR teams to manage employee requests efficiently. Automated workflows route leave requests, payroll issues, and policy clarifications to the appropriate HR personnel, ensuring quick resolution and employee satisfaction.

7. Operations Department

Challenge: Coordinating with suppliers, tracking inventory, and ensuring that production meets demand.

  • Examples:
    1. “Inventory stock-out delaying production.”
    2. “Supplier not delivering raw materials on time.”
    3. “Mismatch between demand forecasts and current inventory.”
    4. “Production line delays due to machine maintenance schedules not updated.”
    5. “Orders processed but shipping supplies unavailable.”

Solution:
TIKTING provides a comprehensive overview of operations, enabling real-time tracking of inventory levels and supplier interactions. Automated alerts notify the team when stock is low or when supplier deliveries are delayed, allowing operations to be proactive.

8. Logistics Department

Challenge: Managing shipping issues, delays in deliveries, and ensuring that products reach customers on time.

  • Examples:
    1. “Customer complaints about delayed shipments.”
    2. “Shipping errors causing misdeliveries.”
    3. “Products held at customs without proper documentation.”
    4. “Logistics not coordinating with inventory, causing delays.”
    5. “Multiple customer delivery addresses leading to confusion.”

Solution:
TIKTING automates the tracking of shipments and customer delivery schedules, allowing logistics teams to quickly address any delays or errors. Customers receive real-time updates, which helps improve satisfaction and reduces complaints.

9. Product Management Department

Challenge: Handling product development queries, coordinating with R&D, and addressing feature requests or improvements based on customer feedback.

  • Examples:
    1. “Customer requesting new features for product enhancement.”
    2. “R&D team awaiting feedback on product version release.”
    3. “Delay in rolling out product updates due to miscommunication.”
    4. “Customer dissatisfaction due to lack of timely product upgrades.”
    5. “Feature requests being lost due to manual tracking.”

Solution:
TIKTING provides product managers with a centralized platform to manage product development queries and customer feedback, ensuring that new features and improvements are tracked and prioritized efficiently.

10. Procurement Department

Challenge: Managing supplier queries, negotiating contracts, and ensuring timely delivery of materials.

  • Examples:
    1. “Delay in signing the supplier contract.”
    2. “Raw material delivery delayed, causing production stoppages.”
    3. “Supplier sent incorrect quantity of materials.”
    4. “Procurement department struggling to keep track of supplier evaluations.”
    5. “Price negotiation delays leading to missed opportunities for cost savings.”

Solution:
TIKTING automates supplier management by tracking contract negotiations, managing delivery schedules, and ensuring that procurement processes run smoothly and on time.

Miscellaneous: Several Departments

Challenges: There are several departments in a large corporation (e.g. customer support for after-sales services, risk management department, customer relations and retention teams, compliance and legal departments. These departments face numerous challenges on a daily basis.

Examples:

  1. “High churn rate due to unresolved issues.”
  2. “Loyalty program not providing timely rewards.”
  3. “Frequent customer complaints about communication gaps.”
  4. “Delays in offering loyalty points due to system errors.”
  5. “Difficulty tracking repeat customer feedback to improve services.”
  6. “Supplier dispute over delivery schedule.”
  7. “Contract terms unclear, delaying material delivery.”
  8. “Unresolved quality issues affecting product standards.”
  9. “Pricing agreement disputes leading to delays in order processing.”
  10. “Supplier consistently missing deadlines, causing operational delays.”
  11. “Risk of delayed payments affecting cash flow.”
  12. “Operational risk due to supplier issues.”
  13. “Customer complaints escalating due to unresolved service issues.”
  14. “Business continuity risks due to IT system downtime.”
  15. “Non-compliance with government regulations causing potential legal risks.”
  16. “Customer requesting clarification on data privacy policies.”
  17. “Delay in legal compliance document submission.”
  18. “Non-compliance with a new industry regulation affecting business operations.”
  19. “Contract dispute with a supplier causing operational delays.”
  20. “Unclear terms in customer service agreements leading to frequent disputes.”

Solution

TIKTING automates after-sales services, helps compliance team track and manage legal obligations, regulatory deadlines, and customer concerns related to policies, helps risk managers by automating risk assessments, tracking potential risks, and ensuring that mitigation strategies are in place, providing real-time data to prevent disruptions.

TIKTING allows retention teams to track customer concerns and manage loyalty programs more efficiently, ensuring timely resolutions and enhancing customer loyalty and provides a centralized system for managing supplier relationships, from contract negotiation to delivery tracking and dispute resolution, streamlining supplier coordination.

Interested in learning how TIKTING can transform your organization’s service management? Contact Us to request a demo today!