Process index · third axis
Customer care
↗ Process on www.teamspace.de/prozesse/Start here · process guide
Customer care in teamspace
Look after customers quickly and by value – not through software, but in layers: from goal and core question through measurable metrics to modelling in the tool. With maturity levels, a stocktake and the recommended path through teamspace.
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Key figures & metrics
Key figures for customer care
The most important service metrics along the three mindsets SLA, customer value and overview – what they say and whether and how teamspace delivers them.
The key steps
The recommended path through the process – step by step.
- 1
Capture the request
Create tickets
The three ways a ticket comes about: email ticket, ticket from enquiry and internal ticket — plus the external access points through which customers create tickets themselves.
- 2
Prioritise by value
Key account managers, VIPs and service notes
How to look after important customers in a targeted way: assign key account managers, mark VIPs, make service notes visible depending on context and map special contacts across organisation boundaries.
- 3
Handle
Work with tickets
Create activities, reply to and follow up on emails, maintain notes and the solution path, change status and owner, merge tickets and split an activity off into its own ticket — all in the detail manager.
- 4
Ownership & escalation
Visibility & access
Who sees which tickets, who receives notifications and who is responsible: ticket channels, the four roles, owner and responsible person, plus the visibility of the individual activity.
- 5
Bill
Record service time & bill tickets
Log working time directly on the ticket, release it for billing and turn it into an invoice in a few clicks — including hourly rates, surcharges, service intervals and collective billing.
- 6
Analyse
Ticket reports
Ticket report and Ticket analysis – list all tickets in four views and analyse them by assignee, customer or project.
All articles for this process (26)
Understand
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CRM – Introduction
leadWhat the CRM in teamspace does: organisations, contacts and activities, the three relationships prospect/customer/supplier, plus the sales and campaign tools at a glance.
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Ticketing – introduction
leadWhat the ticketing system in teamspace is, how a ticket is structured and how channels, activities, statuses and roles work together.
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Organisations, contacts and activities – the data model
The mental model behind the CRM: how organisations, contacts and activities fit together, how addresses are inherited and how an organisation's timeline is built.
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Prospects, customers and suppliers
How teamspace sets the three relationships automatically and, via a separate ABC analysis per relationship, makes top customers, weak accounts and concentration risks visible.
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File classes and required files
How file classes categorise and protect documents – and how teamspace checks which customer or project is still missing a particular document.
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Basics & operating concepts
How the ticket module is structured: three lists, the detail manager with its tabs, how an activity comes about and which four roles receive notifications.
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Visibility & access
Who sees which tickets, who receives notifications and who is responsible: ticket channels, the four roles, owner and responsible person, plus the visibility of the individual activity.
How-tos
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Bring tasks & elements from other modules onto a board
Transfer tickets, work packages, contacts and more onto a board by drag & drop or automatically, and keep working with them there.
Modules: Teamwork, Service Desk, CRM, Projektmanagement
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CRM & sales reports
leadSales opportunity analysis, Sales opportunities, CRM analysis, Customer analysis and Activity analysis – analysing the pipeline, customer profitability and sales activities.
Modules: CRM
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Ticket reports
Ticket report and Ticket analysis – list all tickets in four views and analyse them by assignee, customer or project.
Modules: Service Desk
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Activities and follow-ups
leadCreate and document activities, understand the date/completion-date mechanism and use the follow-up list as a daily call list – including telephony integration.
Modules: CRM
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Create and send campaigns
leadCreate a campaign, assign contacts, send mail activities with a test email and placeholders, generate form letters and address labels, automate mail sequences and track the status per contact.
Modules: CRM
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Key account managers, VIPs and service notes
leadHow to look after important customers in a targeted way: assign key account managers, mark VIPs, make service notes visible depending on context and map special contacts across organisation boundaries.
Modules: CRM
-
Create and manage contacts
leadCreate contacts, use the detail manager with overview, master data and activities, understand the main contact and address inheritance, set up dynamic links and external access.
Modules: CRM
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Create and manage organisations
leadCreate an organisation, maintain its master data areas, build the org chart and use the most important actions on the detail manager.
Modules: CRM
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Share files with external people (external links)
Share files and directories via public links with customers and partners – with a QR code, an optional login requirement, an expiry date and an upload right.
Modules: Teamwork
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Record service time & bill tickets
leadLog working time directly on the ticket, release it for billing and turn it into an invoice in a few clicks — including hourly rates, surcharges, service intervals and collective billing.
Modules: Service Desk, Rechnungssoftware
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Create tickets
leadThe three ways a ticket comes about: email ticket, ticket from enquiry and internal ticket — plus the external access points through which customers create tickets themselves.
Modules: Service Desk
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Use the Outlook add-in
With the Outlook add-in you turn an Outlook email into a ticket, choose channel, status and owner, and track the ticket status directly in Outlook.
Modules: Service Desk
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Ticket lists & views
The three lists My tickets, Ticket overview and Drafts, their sidebar filters, multiple selection and search — and when you take which list.
Modules: Service Desk
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Use the ticket reminder
With the ticket reminder you set yourself a reminder on a ticket — it disappears from the active view until the due date and then brings itself back via a notification.
Modules: Service Desk
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Work with tickets
leadCreate activities, reply to and follow up on emails, maintain notes and the solution path, change status and owner, merge tickets and split an activity off into its own ticket — all in the detail manager.
Modules: Service Desk