Process based ticketing solution

From request to settlement - all activities in one system

Ticketing anytime, anywhere

xFLOWer cloud ticketing is available anytime, anywhere from your favorite web browser or mobile device. xFLOWer Ticketing is much more than a SaaS ticketing system. The workflow engine runs all ticketing processes in the background with many automation possibilities. Thanks to process automation, customer request management becomes much more effective, achieving a peak of 20% cost reduction in ticket management.

TICKETING+WORKFLOW = reduced costs

xFLOWer Ticketing not only manages ticket statuses, but all business processes related to them. Shall it be internal or external repairs, maintenance or other services, xFLOWer Ticketing is able to manage the whole process, even including worksheet or invoice processes. Thanks to its robust design and flexibility, xFLOWer can be implemented at enterprises of any size and industry.

Faster services, more satisfied customers

Managing customer requests do not end at recording the request. All supporting and operative processes shall run quickly and efficiently while providing total customer transparency. xFLOWer Ticketing manages all business processes  and offers automation possibilities, hence quickening up the pace of operations. Click here to learn how xFLOWer Ticketing can help you optimize your business processes!


Ticketing 1

cloud based ticketing

xFLOWer cloud Ticketing can be accesses anytime, from anywhere. By using xFLOWer, it is not only possible to support remote workers and telework, but also it brings the possibility for business leaders to follow all events in real time, even when out of the office. Similarly, all colleagues might be able to work outside the office, even from mobile environments. Think of sales agents, couriers, POS or others similar - they all need a system that enables remote working. However, xFLOWer offers much more  - by managing all business processes in workflows, every coworker will know every time what to exactly when completing their tasks. 

 

TICKETING+WORKFLOW=reduced costs

xFLOWer Ticketing offers much more than average ticketing systems. By using xFLOWer, ticket management will be uplifted to a whole new level, as the system not only manages requests and tickets, but controls all business processes required to resolve a given problem. What does this mean in practice? When a new ticket arrives ,the system identifies the problem type - based on parameterization - and starts the business process needed to resolve it - in many cases automatically. For example, the repair/maintenance team or contractor might be alerted immediately when a new ticket arrives, so that troubleshooting may start. The alert contains all data needed to identify and resolve the problem - problem type, customer, address, deadline or others. Of course, effective management of troubleshooting activities is not imaginable without following up the actual tasks and activities. Repairs, maintenance or troubleshooting shall also be documented - hence xFLOWer might even manage the worksheets belonging to tickets, hence verifying the completion of all tasks requested.

 
Process based ticketing

process based ticketing

Our buyers and customers express their many different expectations towards our company. However one thing is common for all customers: they expect a perfect solution to all their problems as soon as possible, conveniently, preferably with online administration. Nevertheless, resolving customer issues involves the work of many departments, where internal, cross - department cooperation is the key for quick and effective operations. Most ticketing systems however are not able to adequately support such internal processes. xFLOWer on the other hand offers process based ticketing solution from the cloud. No matter what kind of customer request shall be managed, in xFLOWer predefined business processes are controlling ticketing operations. Business processes of any kind and complexity can be modeled and defined in the system, including milestones, final deadlines, participants and documents. Furthermore, xFLOWer's advanced business automation capabilities enable faster operations and administration while decreasing customer care workload and minimizing human errors.

 
Ticketing 4

TICKETING SOLUTION WITH PROCESS MANAGEMENT

We believe that a ticketing system is much more than a task recording software, storing „who wants what and when” and a status for such queries (active, waiting for response, waits for delivery, waits for repair, etc.) Shall customers’ requirements arise, a number of parallel processes must be carried out precisely and in a timely manner in order to keep customers satisfied. Successfully resolving a great number of such processes requires a system that is able to handle all these effortlessly, otherwise managing and keeping up with such operations will become ineffective and time consuming – not to mention the increased possibility of human error. Besides, not only process participants but the company as a whole might be judged based on the quality of service customers receive while their cases are completed. Erroneous completion of cases might therefore endanger the goodwill of the company, resulting in serious market and profit losses.

 
ticketing with process management

WHY CHOOSE THIS TICKETING SOLUTION?

xFLOWer is a robust and mature cloud based workflow and business process management solution with ticketing management functionality. Its development started more than 18 years ago, and it evolved through the years based on international business experience and the actual needs of business leaders throughout Europe.

Contrary to other ticketing systems, xFLOWer is not only a task recording software, in which statuses and deadlines can be administered, but a much more comprehensive, yet easy to use ticketing system with comprehensive workflow capabilities. 

 

WHEN NOT TO CHOOSE XFLOWER TICKETING?

In case you adhere to a free, downloadable ticketing system that can be used with no assistance whatsoever, and it will be installed either by you or your system administrator, then xFLOWer is not the solution you are looking for.

 

BUT THERE ARE FREE, OPEN SOURCE SOLUTIONS! WHY PAY FOR SOMETHING I CAN GET FOR FREE??

Absolutely true. There are many excellent open source or free ticketing solutions, available for downloading. Check them out, or ask a friend how satisfied they are with these programs. Also consider how much resources would daily use, installation and maintenance consume from your organization. Also, what would happen if the software crashes and it stops your operations for a day or even more? Your customers will not appreciate that delay for sure. Of course, there are great open source solutions with support...for a monthly fee.

 
Ticketing dashboard

OK, BUT WHY EXACTLY XFLOWER SHOULD BE MY CHOICE?

Because...

...it just works.

xFLOWer is a cloud based solution with constant monitoring. Hence, there’s no need to buy a server or employ a system administrator – the system will work anyway. Guaranteed.

Implementation and parameterization is fast and done completely by us while fully considering your exact needs and expectations regarding your system!

 

...it’s a better solution

One great advantage of xFLOWer ticketing is that you need no IT knowledge whatsoever to use the system. This is also true regarding process modification, creating new processes or tailoring process to changing operations. In other systems all this requires serious IT and programming knowledge – for serious money.

Therefore, by using xFLOWer resources can be spared while even the slightest changes in the company’s operations can be implemented into the processes in a couple minutes. The flexibility offered by xFLOWer is not only unique – making the changes yourself could take less time than explaining your change requirements to an IT expert!

 

...it manages all processes!

Furthermore, many ticketing systems’ process management ends at setting statuses for tickets. However, many times much more sophisticated ticketing management is needed. Many subtasks might be needed between two statuses which shall be managed, recorded and their completion managed. In complex service projects, related to incoming tickets it is almost surely the case. xFLOWer ensures the proper management of subtasks with reporting and integration to other systems while keeping the whole process transparent and manageable.

Hence in xFLOWer it is possible to see, modify and adjust all events between two status changes, providing the opportunity to build and perform truly comprehensive service solutions to clients. A mere percentage rate, showing how the given status is progressing will not enable such functionality.

 

TICKETING FRAMEWORK

The xFLOWer ticketing module is part of the xFLOWer process management framework, including the most required business processes and data sets predefined. Although, all these predefined values can be tailored and expanded as needed during the implementation period or anytime later!

xFLOWer ticketing is a cloud based solution, however it "only" provides a framework to create a business environment for your company - one in which you don't have to change your systems and operations frequently. Check out the xFLOWer product range - you can access all these features anytime: if you need any of it now, it is available, if it will be needed later, implementation into your existing xFLOWer instance will be flawless.

 
Ticketing process editor

TICKETING PROCESSES

In xFLOWer ticketing module, everything is controlled by business processes to which documents are attached. The processes are guiding all colleagues step by step through the administration tasks, so it is not possible to omit any required step of ticketing processes.

Ticketing processes do not end at closing the cases after completing its tasks. xFLOWer ticketing manages the whole operative lifecycle of ticketing cases, including processes before and after the completion.

Some examples of the processes xFLOWer can manage:

Of course, you are free to decide what processes you use, however, we will suggest some processes to start with. Basic ticketing processes – filing, follow-up, approvals/escalations - are all included by default.  All these processes can be tailored to your exact needs during the implementation period. In case you would like to use different processes, it is possible! Just have a look at all xFLOWer Cloud modules and find the processes that best fit your needs.

 
ticketing data sets

TICKETING DATA SETS

xFLOWer ticketing module includes CRM data sets by default, however, you are free to decide what further types of data you want to store and manage. The possibilities are endless: store partners’ contact persons, premises, payment habits, or unique data types such as employees’ foot size, language knowledge, political relationships or the GM’s kids’ names - really whatever you may imagine!

In case you have existing data sets in different systems, it is possible to establish interface connections to these systems. Hence, there's no need to re-enter existing employee data into xFLOWer during implementation.

In case you need different data sets, not only a customer database, it is also possible with xFLOWer. Create data sets for HR, real estate, receivables, accessories, partners or anything else. Business  processes will always be attached to the appropriate data set.

Therefore, tickets can be started for employee data sets, assets data sets, geographic locations or projects – in a word: everything.

 

TICKETING USER INTERFACES

xFLOWer offers a great variety of user interfaces for ticketing processes.

For example, if a request shall be approved by 3 approvers, they may access even three different interfaces:

  • Approver 1 uses the web browser interface, and clicks approve
  • Approver 2 receives an email containing active links, and clicks on the link in the email „I approve”
  • Approver 3 sends an SMS to xFLOWer containing – for example – the text „OK” or „Approved”

It is not exaggerating to say that the possibilities are limitless in terms of business mobility and flexibility with xFLOWer. Any „go-no go” or „OK – not OK” type approvals might be done through the above described interfaces. Also, in case a process needs a similar decision to be made in order to keep going, it also can be done using the above described methods. Of course parallel and serial approval processes can be performed through any user interface.

 

WHAT TOOLS ARE WE OFFERING?

MOBILE APPLICATION

A dedicated mobile application is available for listing, organizing and managing ticketing related decisions. Also, ticketing processes might include deadlines, so that approvals or denial will not slow down operations. It is possible to attach comments, remarks or proposals to ticketing statuses or subtasks.

 

E-MAIL

E-mail reply

xFLOWer is able to send a simple e-mail message regarding approvals. In that case, a simple Reply message containing „OK” or „Approved” can be sent back into system, which 

therefore will consider the given case approved, and pushes the process further based on the answer. Of course, different messages can also be predefined during implementation.

 

E-mail links

Imagine the workflow and document engines jointly creating e-mails which contain active links. Hence, based on the workflow defined, the system is able to automatically send an email with an attachment for approval. Therefore, any process step can be pushed further by clicking in a link in the e-mail – thus forwarding decisions to the system.

 

SMS

xFLOWer can send SMS notifications about certain events occurring in the business processes. By using the predefined commands (eg. OK, I approve...) in the answer SMS, the process can be pushed forward. Of course, all these events are stored in the case history with the SMS message itself, therefore all events – approvals, dismissals, contents, etc. – will all be traceable. By using this method, any type of ticketing process step or subtask can be pushed forward that needs your „GO – NO GO” decision.

 

XFLOWER DESKTOP INTERFACE (WEB BROWSER)

The browser interface provides a comprehensive workspace to manage all business process related tasks, including approvals and many other ticketing related decisions.

 

VOICE MENU (IN CASE OF TELEPHONE INTEGRATION)

In case you want to manage approvals via telephone, then by using call center integrations, it is also possible. Have any client approve any service modification, change request or even approve voice contracts! The result of all telephone conversations, is stored in the history – also, the results – shall it be a voice file or the push of a certain button, or others can be used as workflow triggering events,. modifying processes, initiating tasks or closing certain process phases. A good example can be a request for SOS maintenance: „Push button 1 if you accept the extra fee for SOS delivery or press button 2 if you accept delivery in one week for free”

 
ticketing expedience

XFLOWER TICKETING EXPEDIENCE

xFLOWer ticketing aims to manage operations and processes of completion beyond managing requests and cases related to ticketing projects. In xFLOWer, business process templates can be used, so after parameterization, all operative processes can run immediately. Responsibles, documents and deadlines can be defined for each process step or subtask, hence transparent, precisely managed operative processes can be performed, ensuring an end-to end ticketing management framework.

 

 

A TICKETING PROCESS EXAMPLE

  1. Filing: As the request arrives into the system – via e-mail, phone, web form or personal inquiry
  2. Feedback: In case of e-mail request, an autoreply message is sent immediately when the request arrives, including the administrator and ticket number. In case of personal inquiry, feedback is given in person and confirmed in an sms.
  3. Interpreting and recording the inquiry – During the reception of the case, the following related details are indicated: service type, customer data, location, timeframe. Based on the service type, the administrator chooses the appropriate details needed to start the completion process.
  4. Template based documents are filled automatically – eg. based on email address, the service type or customer data. The completion process starts afterwards, as the system starts the adequate process required for a given inquiry type. At the same time, xFLOWer notifies all participants about the deadlines and the tasks at hand.
  5. Related cases: If there are already running processes related to the inquiry, the system checks its statuses. Based on the service process, bulk errors are managed (merged cases) or in case the same customer has a previous related case (open or closed) then these activities are also merged.
  6. Parallel processes: Based on the structure of the chosen process, parallel processes might start at the same time (eg. notifying the account manager+sending the maintenance team to the location+starting automatic inspections)
  7. Case follow up: Based on predefined criteria, the system follows the case’s status. During the case completion, the following events might follow each other: delegation, deadline management, feedback to the customer, approvals, escalations, merging parallel processes.
  8. Approval or denial: The result of the process is recorded. In case of approval, further process steps might be started.
  9. Feedback to the applicants: e-mail, sms, postal letter or phone feedback might be given to the customer.
  10. Reporting – The module creates reports about the process completion, deadlines and the costs and possible profit related to the process completion.

The above example shows only a small part of such processes. xFLOWer ticketing might manage all customer processes from the inquiry through complaints to receivables collection.

 

READY TO USE TICKETING SOLUTION

Even the best system can’t provide a complete solution if operational processes are designated erroneously. For this reason, ready – made processes based on international best practices are integrated into all xFLOWer modules, which ensure professional organization of work from the first moment of usage. This unique feature enables business leaders to redefine operational processes solely by appointing coworkers for certain tasks – the rest is done by xFLOWer.

xFLOWer Cloud internal ticketing module contains all the above features and enables the definition, management and automation of all operational processes regardless the number of processes, users or documents involved. By automating certain tasks, resources are freed within the organization, hence saving costs, time and energy for your enterprise. Therefore the company is enabled to focus on sales, clients and the constant development of its core competence to retain its competitive edge.