AUSTIN, TX (May 4, 2016) — Ihiji—the leading provider of remote technology management solutions for the integration market since 2009—delivers a powerful new service ticketing feature as part of its award winning Software as a Service (SaaS) tool, Ihiji ServiceManager. Introduced at CEDIA 2015, Ihiji ServiceManager helps home technology professionals, security monitoring firms, and systems integrators provide world-class services enabling them to generate recurring monthly revenue (RMR) through effectively managed, proactive annual service plans.
Better Service and Support Starts With Centralized Ticketing and Tracking
Efficiently creating and tracking trouble tickets, often referred to as technical support or service tickets, is a critical component of a successful services organization. Subsequently, of the new functions provided by Ihiji ServiceManager, Ticketing has been highly anticipated since the feature was first announced.
A robust SaaS tool that facilitates efficient and effective management of recurring service plans and service operations efforts, Ihiji ServiceManager boasts features such as:
· Customer Warranty tracking
· Recurring Service plan tracking
· RMR invoicing and billing
· Customer contact management
· Technical support ticketing and tracking
· Centralized project documentation (coming soon)
“We have been able to improve our customer issue resolution level by generating support tickets using Ihiji ServiceManager,” states Chris Strope of Paragon Systems Integration. “I can assign an appropriate technician, track the issue to resolution and see a history of fixes by client. This is very useful in helping us to detect trends like recurring network and device related issues. Together with Invision, I can get a complete picture of all clients we are monitoring.”
Steve Muccini, Ihiji director of marketing adds, “We use the term Service Operations Center or SOC to define the collective mechanisms required to make your service offering as efficient, effective and profitable as possible. Combined with our Ihiji Invision remote network monitoring and management software, Ihiji ServiceManager delivers a comprehensive SOC software platform that will streamline operations and provide for an improved customer support experience.”
Based on extensive market research and feedback the Ihiji team has received from dealers who use the Ihiji Invision platform for remote network management and monitoring, this standardized process is nothing like what most integrators have in place today. In fact, Ihiji has discovered that most systems integration firms do not have an efficient way to capture and track service tickets.
Instead, the usual “system” includes sticky notes on computer monitors, messages jotted on scrap paper, and face-to-face conversations between members of the integration team. Notes get lost. Communications go awry. Troubleshooting steps get repeated. Customers are left hanging or take their business elsewhere when their integrator fails to deliver a seamless, exceptional experience to the technology user. The trickle-down effect can be costly, and even disastrous if neglected.
“The typical process for supporting client issues gives integrators multiple opportunities to be a rock star and quickly solve the issue once and for all – or not,” explains Ihiji VP of Product Michael Maniscalco. “If you have a repeatable and measurable process to track clients’ technology issues and their state-of-mind about the situation – whether they’ve called before about the same problem or not, whether you’ve resolved issues in the past – you’ll become more efficient and be able to deliver a higher level of customer service.”
He adds, “Ticketing takes the ‘fires’ created by client issues and creates visibility and accountability to work toward a resolution faster.”
Benefits of Support Ticket Tracking
Ihiji ServiceManager not only provides the opportunity for integrators to offer a higher level of service and support to technology users, the ticketing feature also offers the following benefits and cost-savings:
· Evaluate your total cost of support in order to improve efficiency, reduce excess costs, and earn more revenue off service plans
· Create easily trackable accountability within your company for service calls and service ticket resolution
· Track your issue resolution time and share the statistic as a selling point to customers interested in a service plan
· Resolve issues faster with your customer’s history at your fingertips – even if a different technician takes the call each time
· Detect trends with hardware, as well as hardware compatibility issues, so you can avoid future problems and be more proactive about fixing issues with current hardware across your customer base
“As someone who thinks service is the most important aspect of any integration firm, my excitement for Ihiji ServiceManager as a platform for success can’t be overstated. The ability to integrate service tickets with monitoring, billing, and CRM is the holy grail I’ve been looking for to simplify service operations,” says Joseph Kolchinsky, founder and CEO of OneVision Resources, a home technology firm offering white-labeled smart home tech support and service under the Integrator Service Desk name.
Representing an entirely new user experience design that will help simplify the remote network management process even further, Ihiji ServiceManager delivers more insightful and actionable data.
“Businesses are successful and can grow more effectively when tasks become a repeatable process,” says Maniscalco. “Ihiji ServiceManager takes the sticky notes and miscommunications out of ticketing, allows companies to be more efficient in executing tasks, and to be more proactive in every aspect of service to their customers. Remember, happy customers are repeat customers and provide the referrals that an technology professional’s business is based on.”