All businesses face internal problems from time to time. Problems range from issues with IT, customer service, customer satisfaction, branding, or product development. That comes with the territory of business ownership.
However, the bigger question is how the company is handling its problems. Are they merely putting out fires or do they proactively control the work environment to curtail problems? This is where CRM software gives businesses the edge. While CRM software assists businesses with a variety of issues, this post will just focus on IT problem management. Vision Helpdesk has a problem management solution that will benefit businesses in overall customer service.
Just what is problem management?
Often times when businesses seek to solve IT problems; they simply solve the surface problem or incident. For example, when something goes wrong with a broken link on the web page fixing that immediate link is helpful, but figuring out what caused it will be more beneficial. Fixing the immediate problem may work in the short run but it is not an effective strategy for the end game. It is important to get to the root of the incident otherwise these same issues will resurface later. CRM software, such as what Vision Helpdesk offers, provides a system for effectively eliminating the cause of IT problems. Therefore, businesses will see a more productive work force.
Why are IT problems so important to solve?
IT stands for information technology and is the “application of computers to store, study, retrieve, transmit, and manipulate data or information.” If a breakdown occurs at any one of these areas, it could wreak havoc on your business. For example, if you cannot transmit information to others, your work is hindered. What if an incident occurs involving the storage of your data? This can prove serious in no time. It becomes obvious that IT plays an important role in operating your business. Incidents are analyzed, fixed, and ultimately solved when CRM software is in place. Vision Helpdesk provides the framework for documenting and managing these problems.
How does the use of CRM software aid in problem management?
Vision Helpdesk’s CRM software streamlines your workflow more efficiently. It organizes, documents, and stores the incidents and respective solutions. Thus, it aids in future resolutions, as well. It does this by providing a consistent strategy. Here is how the software works:
Problem Intake: Problem intake happens when problems become evident. The next step is logging in the pertinent details concerning the issue. Employees will report their incident through whatever channels are established. Then they create a ticket, which maps out the issue in specific terms. This ticket will break down the problem as follows:
Incident description: This simply describes what the problem is. For example, it would say something like “emails are failing when sent.”
Status: A status indicator allows you to see if the incident is still open or now closed.
Priority: This allows the person charged with resolving the issue to understand the seriousness of the problem.
Impact on the business: Details are not necessary for this section of the page, but it will indicate whether the impact on the business is high or low.
Due date: This provides a date for completion.
Person to handle: This assigns an individual to handle the problem.
Root cause description: The individual in charge of solving the problem will indicate what the root cause of the problem was.
Understanding the main cause of the problem helps if similar problems arise in the future.
Incident Linking: It is important to link electronically all incidents of a given problem together. The tech department will then be able to resolve all other related issues. For example, if the emails are not working properly and you have a large company, it is highly probable several people will experience the same email problem and will report it. Thus, several incidents need to be resolved. Upon discovery of a solution, the other incidents are updated appropriately. If you do not have these linked, then your technician may be doing more work than necessary.
Categorization: Once the incident report and all relevant information are logged in, then the ticket orders are categorized and assigned to a certain department and person. This is referred to as categorizing the issue. Categorizing the problem appropriately delivers faster job completion.
Analysis: The next step in the process is analyzing the incidents to determine the root problem. The symptoms of the problem provide clues for the technician, who, after reviewing them, determines the root cause. CRM software provides the framework for linking the analysis to all related incidents. This allows for a speedy resolution of all current and future incidents.
Solution: The solution relates closely to the analysis portion. This section details how the problem was solved, which allows a better understanding of future issues. For example, if it is determined that the email problem is due to a corrupt server drive, then the solution is documented for future reference and accountability. By adding the solution to the knowledge-base directory, it assists others with similar problems.
Understanding how and why problems occur in your business is a critical component to an optimized working environment. Knowledge is power. CRM software helps businesses solve and document problems and solutions in a consistent manner. Implementing a CRM strategy means everyone is on the same page. Thus, your business flows seamlessly, which allows your work force to be more productive.