Professional complaint management with KleanApp ticket system
Professional complaint management with KleanApp ticket system
We revised our ticket system to include further assistant features.
Since the start our ticket system was linked to a flexible workflow in order to let you customize it perfectly to your work processes. The ticket system is a platform which contains the whole communication of a process. There won´t be incidents in which one person communicates via SMS the next one is using What´s App and the other is writing an E-Mail and in the nothing gets done. The ticket system records the problem and documents who did which task and when.
Example:
In office block D the paper collection bin has not been emptied. The following possibilities lead to a ticket:
- Fill in and send an internet form (customer has a specific link for each object)
- Via QR-Code (generally used for your customers and their visitors)
- Via ticket function in the app
- Via a company intern program which sends the ticket to KleanApp as an E-Mail
- The ticket is generated automatically as soon as a flaw is detected while controlling the quality
In our example the customer is using the internet form. The stated employees (e.g. a foreman) will now be informed about the ticket automatically (via E-Mail or SMS). And he will assign the task to the cleaner. The cleaner presses “start process” and now all those who are responsible can see (via app or web) the ticket is being processed. When the paper collection bin is emptied the ticket will be marked as “done” and if necessary comments photos or documents will be added. The foreman can review and close the ticket. After that he has the possibility to send an E-Mail to the customer directly from the ticket system (including attachments). All data is stored in the ticket system and can be reviewed clearly.
In the ticket system different categories can be stated thus enabling divers applications. In the category “Complaint” cases similar to the example above can be processed. In a category “Material” missing materials could be reported or ordered. Via “Defects” a cleaner can easily report defects to the stated facility manager.
In our KleanApp web application all tickets are shown in a clear overview. Various analyse and evaluation functions will support you in your daily work.
Last but not least you have solid facts to present to your customers. You can show them which cases got reported and how fast each of them got cleared.
The modules for our ticket system:
- Tickets in KleanApp can be processed from the website or the app which is available for Android and iOS.
- Well structured workflow for processing tickets
- Rights system: who is allowed to take each step.
- Notification feature when tickets get changed
- Tickets can be assigned to individual employees
- E-Mail collector: our E-Mail collector automatically creates a ticket from an E-Mail.
- Due dates for tickets can be set and evaluated.
- Automatic ticket generating for bad grading in a quality control
- E-Mail feature in the ticket system: The customer can be informed directly via E-Mail (including attachments) if a ticket is cleared