Your Ticket to Efficiency!
Warum warten, wenn’s auch schneller geht? Automatisierte Workflows für den perfekten Kundenservice.
Kennzahlen
- ↑ 30 %
Faster response times to customer inquiries thanks to automated workflows.
- + 25 %
higher customer satisfaction through personalized and faster support.
- ↓ 40 %
less manual effort in the support team thanks to the integration of HubSpot and Zapier.
From the flood of tickets to support super power
A leading online service provider was faced with the challenge of transforming its customer support. Long response times, manual processes and siloed tools led to a fragmented support experience and wasted efficiency potential. Customer queries were backing up as employees switched back and forth between different systems, which not only wasted resources but also reduced customer satisfaction. Our solution was the turbo for their support! Using a smart combination of Jenkins, HubSpot and Zapier, we not only automated the workflows, but also networked the various tools with each other. The result? Faster response times, smooth communication and a sustainable increase in customer satisfaction. By optimizing the entire support process from ticket creation to resolution, we were not only able to make day-to-day business more efficient, but also significantly improve the customer experience.
Ticket tsunami and tool tango
Our client was struggling with several technical challenges that affected both the efficiency and quality of customer support. Initially, support tickets were recorded manually in a separate system, which resulted in long processing times and a delayed response to urgent requests. This manual process was not only time-consuming, but also caused a high error rate as tickets were often overlooked or prioritized incorrectly by employees.
Ein weiteres Problem war die Verwendung fragmentierter Tools. Die verschiedenen Support-Plattformen und das CRM-System arbeiteten nicht miteinander, was zu einer lückenhaften Kommunikation und langsamen Informationsverarbeitung führte. Support-Mitarbeiter mussten manuell zwischen verschiedenen Systemen wechseln, um auf alle relevanten Daten zuzugreifen, eine ineffiziente Lösung, die zusätzliche Verzögerungen und Frustrationen verursachte. Zudem fehlte eine Automatisierung der internen Workflows, was den Mitarbeitern einen erheblichen manuellen Aufwand abverlangte und Fehler sowie Verzögerungen weiter verstärkte.
From chaos to chatbot
To efficiently automate the support processes, we implemented a tailor-made solution that combined three leading tools to optimize the entire workflow. Using Jenkins, we automated internal processes such as ticket creation and escalations so that support requests were processed quickly without manual intervention. This automation not only increased speed, but also minimized sources of error and optimized resource utilization.
HubSpot was used as the central platform for ticket management. We set up a system to automatically capture and prioritize support requests, personalizing interactions with customers while ensuring that no request was delayed. At the same time, Zapier seamlessly integrated the various CRM systems, email platforms and other tools so that all relevant data was synchronized in real time. This sophisticated automation eliminates manual data transfers and guarantees seamless, efficient communication between the systems.
This solution not only enabled us to significantly reduce response times, but also to increase the quality of processing and take the entire support process to the next level.
Figures that deliver more action than a bot update
The results speak for themselves: our efforts not only brought support up to full speed, but also delivered impressive improvements that would make even chatbots jump for joy.
- −50 %
weniger manuelle Fehler durch die Automatisierung der Ticketverwaltung.
- ↑ 35 %
schnelleres Bearbeiten von Support-Tickets dank sofortiger Datenintegration.
- −60 %
weniger Belastung für das Support-Team durch automatisierte Eskalationen und Ticketzuteilungen.
- ↑ 45 %
höhere Kundenbindung durch verbesserte und schnellere Reaktionszeiten.
- ↑ 20 %
mehr positive Rückmeldungen von Kunden aufgrund der verbesserten Support-Erfahrung.
Let us sweeten your daily support routine
Automation is not only a game changer for customer support, but also for a variety of other business processes. We use our expertise to create significant added value in other areas through customized automation solutions. Let us inspire you or let us know if you need a customized solution.
Automate e-commerce customer support
Mit einer maßgeschneiderten Automatisierungslösung integrieren wir Echtzeit-Bestellverfolgung und Retourenabwicklung direkt in euer Support-System. Anstatt manuell Anfragen zu bearbeiten, werden Kunden automatisch über den Status ihrer Bestellungen informiert, und Retouren werden direkt im System bearbeitet, ohne Verzögerungen. So spart ihr Zeit und Ressourcen, während eure Kunden gleichzeitig eine schnelle, personalisierte Betreuung erhalten.
Automate IT support
Wir integrieren ein automatisiertes Ticketing-System, das Probleme sofort erfasst und in Echtzeit an die richtigen IT-Teams eskaliert. Durch die Automatisierung der Problemanalyse und Lösungsvorschläge werden Support-Anfragen viel schneller bearbeitet, sodass euer Team Fehler schneller beheben und proaktiv Wartungsarbeiten durchführen kann. Das Ergebnis: Schnellere Lösungszeiten und eine verbesserte Systemstabilität, ganz ohne manuelle Eingriffe.
Automate HR processes
Mit einer intelligenten Automatisierungslösung für den Bewerbungsprozess entlasten wir euer HR-Team. Vom ersten Kontakt über automatisierte Terminvereinbarungen bis hin zum Onboarding neuer Mitarbeiter, alles läuft reibungslos und ohne manuelle Eingriffe. Kandidaten erhalten sofort Feedback, und wichtige Onboarding-Aufgaben werden automatisch zugewiesen. So spart ihr nicht nur Zeit, sondern sorgt auch für eine einheitliche, effiziente Mitarbeitererfahrung.
Our tech kit
Fragt ihr euch, welche Tools wir genutzt haben, um die Support-Performance unseres Kunden auf das nächste Level zu heben? Dann lasst uns mal schauen:
Workflow Wizard
Jenkins war der magische Workflow-Beschleuniger, Ticket-Erstellung und Eskalationen liefen nun ganz ohne manuelle Eingriffe und wurden enorm beschleunigt.
Customer wizard
With HubSpot, we established a perfect companion for the automatic recording and prioritization of support tickets, which has personalized and optimized communication with customers in real time.
Integration genius
Zapier brachte die Systeme perfekt zusammen, indem es alle Tools automatisch synchronisierte, keine manuelle Datenübertragung mehr!
Server hero
AWS Lambda ermöglichte serverlose Automatisierungen, die sofort auf jedes Ereignis reagierten, ohne Infrastruktur-Probleme, effizienter geht’s nicht!
Container Maestro
Docker ensured that applications ran reliably in containers and were scalable at all times, without complications during execution.
Task Tornado
Trello and Asana helped to organize the entire project process clearly and efficiently, which increased teamwork enormously.
Communication booster
Slack ensured that the team always stayed up to date with instant notifications and automated updates in real time.
Code heroes
Python and Node.js took on the scripting role and delivered customized automations that provided solutions in record time.
Admin Acrobat
PowerShell took over administrative tasks and saved valuable time by automating processes in Windows environments.
Version master
Git and GitLab ensured secure handling of code versions and guaranteed a clean, traceable code base.