IT ticket overload is not necessarily news. Service desks are seeing a consistent increase in support tickets, which accelerated during the COVID-19 pandemic when increased digital activities and remote work increased a general reliance on technology. ERP solutions are critical for organizations in this digital environment but can also be a source of frustration, leading to tickets that request IT help.
Ticket overload can take important members of the team away from more proactive activities like developing new solutions, cleaning up data, and other tasks that benefit the bottom line. Fortunately, proactive IT teams can reduce support tickets through a few simple but important steps.
Leveraging modern technology is crucial to ensuring that ERP-related ticket load can be reduced, potentially significantly. These seven tactics can help proactive IT teams put a strategy in place to better manage the load and improve productivity.
1. Build a Single Source of Truth
One of the biggest causes of confusion (and the resulting support tickets) comes from the necessity to manage multiple systems. According to one study, the average large business has more than 250 SaaS solutions designed to streamline processes. Of course, with that many solutions, the opposite of efficiency tends to become reality.
That problem worsens when multiple databases all purport to hold sometimes competing information. The key, then, is reducing the number of software solutions and integrating different tools to build a centralized, single source of truth. Software like Workday, for instance, offers centralized human capital management solutions that can combine HR functions like payroll, onboarding, talent management, and more.
2. Improve Digital Adoption Across the Organization
Simplifying your software solutions also helps with this next step. Simply put, the more members of your organization embrace the digital tools available to them, the fewer ERP-related tickets you will likely have to manage. Solutions like AppLearn can help you improve your digital adoption across the organization and even with users traditionally hesitant to embrace technology.
Training is a vital piece of this equation. IT teams should ensure that all users understand the systems that relate directly to their work and are properly trained on their use. A better-trained workforce can improve understanding of basic tasks and reduce user errors, leading to fewer support tickets in the process.
3. Encourage Ticket Deflection Through Self-Service
Ticket deflection is the process of creating a software experience that empowers users to the point where they prefer to find their own answers to questions rather than submit a support ticket. You can get there by building a self-service alternative to your ticketing process.
For example, organizations are increasingly implementing AI-enabled digital assistants that can answer questions automatically based on a centralized and continually expanding database. User-facing, intuitive tutorials and knowledge bases can act as learning centers that allow your audience to quickly and easily find answers to their questions without involving IT.
4. Adopt User-Friendly ERP Solutions
Of course, even the best learning centers and digital onboarding won't matter if the solutions themselves aren't built specifically with your users in mind. Any digital tool used in your organization needs to be intuitive for users who aren't necessarily used to using technology for their everyday work and tasks.
For example, consider the importance of mobile-friendliness in your ERP solutions. HR professionals able to access project management software or budgeting tool on their phones are able to work more flexibly. An emphasis on user experience, with solutions designed to meet and exceed your audience's expectations, will result in less confusion and fewer complaints related to usability.
5. Streamline Workflows Through Automation
Most tools within a larger ERP ecosystem involve multiple steps and processes. The more steps your users have to follow, the more easily confusion or human error will enter the equation. Streamlining workflows can go a long way toward reducing the number of tickets related to incorrect use of the system.
Part of that process: automation, especially the automation of tasks that may not require situation-specific judgment each time they're executed. When repetitive tasks are automated, the potential for human error approaches zero, while employees can focus on value-adding activities that are less likely to result in a support ticket.
6. Leverage Ticketing Analytics for Insights and Improvements
Part of ticketing reduction is the consistent process of analyzing the tickets your IT team does receive. What topics are asked about the most often, and what issues most frequently need to be solved? How much time is needed to resolve these tickets? Regular reporting and review of your ticketing analytics can provide some, if not all, of these answers.
Once you have the answers, you can work towards improvement. For example, the above-mentioned learning centers may highlight articles, tutorials, and quick help items for which you receive the most tickets. The same information also helps to improve your documentation, making it easier and faster for IT team members to resolve common issues when they arrive.
7. Build a Proactive Ticket Resolution Process
Finally, IT teams should take a proactive approach to ERP-related tickets. That means consistently monitoring ERP user activity and resolving software or user issues before they turn into multiple tickets. It also means responding to tickets quickly, perhaps through alerts designed to notify the right team member of issues without manual escalation.
A regular maintenance schedule, for example, can go a long way toward preventing common issues from arising in the first place. Building a regular maintenance plan can reduce the manual load required for these steps, minimizing ticket load even while improving the user experience and functionality of your ERP tools.
Building a Strategy to Reduce Support Tickets Consistently
Following each of these steps allows IT teams to significantly reduce the support ticket load and streamline resolutions, ensuring a better user experience in the process. But of course, each of them is an individual tactic and works better when leveraged together into a comprehensive strategy to reduce support tickets.
The whole, in other words, is greater than the sum of its parts. A deliberate, data-driven strategy can go a long way toward managing ticket load, allowing IT teams to focus on revenue-building activities while ensuring a smooth and successful ERP experience for the organization.
The good news is that you don't have to be on your own in this process. With a partner like Collaborative Solutions by your side, you can build that strategy and improve both efficiency and productivity in the process. Contact us to learn more.
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