It’s very common for sales people and executives to not be aware of support issues
relating to one of their top customers, since the customer ticketing systems is not one
of their daily systems. “Why didn’t anyone tell me about this?” is a common question.
Sapho links systems, such as your CRM and ticketing systems, and notifies stakeholders
when tickets pertaining to their customers and prospects have been submitted or closed.
With Sapho issues don’t fall through the cracks and sales leaders can help keep
customers happy when problems arise.
Find out about escalations
Important tickets tend to be buried deep within enterprise service systems. Email alerts
get directed into folders or quickly scrolled through in an email queue. With Sapho,
notifications are sent to relevant employees so these tickets don’t get missed. And with
Sapho’s edge tuning feature, both managers and help desk employees can tune their
notifications to the priority levels and frequencies they care about to increase both
awareness of and response time to critical incidents.
Make it easy to submit tickets
Your employees are busy and working from many different locations. Make it easy for them
to submit tickets, especially when their computer isn’t working. With Sapho, you can
offer easy ticket submission from any device, no matter how clunky and old your
ticketing system is. Employees can file tickets and get notifications about the status,
and IT can continue to use the systems that they know and trust.
Roll up multiple service systems
Many organizations have multiple service systems due to mergers, acquisitions, and
independently operating subsidiaries. The challenge is that it is increasingly difficult
to extract relevant information from these data silos, especially for global managers.
Sapho solves this problem by aggregating interesting data changes and views from each
source system and providing employees a single, consistent view into this data.
With Sapho, organizations can provide employees an easy way to see new incidents across
multiple service systems. For example, significant shifts in incident levels buried deep
inside each ticketing system becomes an actionable push notification and viewing status
reports from multiple service systems can be done from a single place, providing
increased value to the organization.
Support team channel in a messenger
Organizations are increasingly deploying messengers like Microsoft Teams and Slack across
their enterprise to improve communication. Automatically inserting service tickets into
a messenger channel makes it easy for teams to know what’s happening with their product
and allows the customer service team to talk about tickets in context. Sapho supports
all major messengers and makes it easy to deliver actionable incidents right where your
employees are already collaborating.
Get summaries of what’s trending
It’s important for managers to have their finger on the pulse of their organization.
Trends of incidents in service systems is a key indicator of overall business
performance. Sapho makes it easy to have all this information at your fingertips, even
across multiple ticketing systems.