Why you need to have a Ticketing Helpdesk for Remote Working Teams

enhancing remote working teams with ticketing app

Ticketing helpdesk is not only useful for customer support. But, also for improving employee collaboration for better business outcomes and faster resolution. To successfully conduct cross-functional business processes, co-working is fundamental.

On that note, effective communication between departments is more crucial now, than ever before. 

The rapid spread of COVID-19 has forced remote working strategies in place, ready or not.

As a result, many organisations are on the look-out for ways to improve internal communications. More importantly, to boost employee performance. That is, for teams to efficiently work from home.

Ticketing helpdesk is put into effect in order to enhance employee collaboration. 

What is a ticketing helpdesk?

Collaboration across different functions of a business requires useful methods of communication. Without the appropriate level of co-working, productivity will ultimately be affected. Hence, work standards can and should be maintained when employees are working from home.

helpdesk supportA helpdesk is used to aid support and provide information between relevant users. As well as that, to ultimately implement resolutions. For instance, employees requiring information from HR departments or IT teams look for quick responses to their needs.

Ticketing is used to manage, track and prioritize internal inquiries between employees. With a ticketing helpdesk, employees can receive, process and respond to each other.

When employees are working together on a particular project or process, individual inputs are required. Many business processes involve workers from cross departments. For example, Finance Teams working with HR to determine the budget for hiring new employees. Or, Sales teams collaborating with Marketing Teams.  

When issues arise throughout these processes, support is needed. An internal ticketing helpdesk easily provides a platform to manage these issues and their resolutions. 


COVID-19 has increased the need to efficiently manage collaboration for remote teams

man working from homeThe COVID-19 Pandemic has been the forceful driver of newly remote working teams. Because of this, many organisations have involuntarily executed remote working.

Interacting across messaging platforms, emails and online meetings have become significant for remote teams. However, they are not sufficient and can be time consuming. For instance, information can get lost between message conversations. So, if you need to search for it and, or you need to take extra notes, your options are limited.

Implementing potent methods of communication is essential to a functioning remote working strategy.

Many organisations are directing towards digital solution such as ticketing helpdesk. That is, to better manage their remote teams. As well, to gain full visibility over their operations.

Today, digitalisation is long-standing.

Companies have already undergone or are currently enduring digital transformations. To clarify, the change to a digital workplace amounts huge benefits to businesses.

With that being said, COVID-19 is accelerating the move to all things digital. Simply, remote working is easy to achieve when you take advantage of provided digital solutions.

From HR and Finance, to Marketing and Sales, process automation scales up productivity. Digital transformation can help your team to successfully work from home.

Digital process automation can transform a ticketing helpdesk into an easy-to-use digital app

It is usually assumed that ticketing helpdesk is only applicable for IT or customer support. However, most people are now working remotely. Hence, internal support is essential to carry out business processes. 

Organisations are increasingly moving beyond messaging apps to more sufficient apps. For example, a robust ticketing system. 

With the power of automation, you won’t have to worry about missing tasks or issues caused by using messaging apps.

Providing a support system for cross-departments interactions is essential to increase productivity and efficiency within an organisation. And with a ticketing helpdesk app, your teams can collaborate efficiently. 

Use Kianda ticketing app for faster resolutions and better collaboration. 


Benefits of using a Ticketing Helpdesk App 

1. Better communication

collaborationInformation can easily get lost or convoluted when located in email threads or messaging apps. Consequently, the initial conversation becomes pointless and a waste of time. As well as that, same issues could be raised numerous times. Two employees working independently could be responding to the exact same question. And this, automatically wastes time. With ticketing, the information can be easily recorded. As well, communication can occur all in a single platform. This reduces duplication of requested support and improves collaboration. In turn, productivity increases.

2. Improved organisation and structure

balancing scalesSimilarly, hidden material in conversations can be difficult to find. This makes it impossible to prioritize queries. By missing important queries, major issues can easily arise. On the other hand, a ticketing system compiles tickets based on levels of urgency. That way, you can monitor the status of an issue and prioritize requests. As a result, resolution times are faster and issues don’t slip through the cracks.  

3. Solves problems

solving problemsWithout a competent system in structure, problems can increasingly go unsolved. From this, major bottlenecks in business processes can occur. This is simply due to one problem getting absorbed into a pile of many. A helpdesk solves problems in accordance with their importance. In other words, issues that need to be solved by tomorrow are ironed out today. 

4. Time and cost savings

saving time is saving moneyUsing messaging apps and email threads to collaborate is time consuming. And time is money. As a consequence, it becomes more expensive to carry out particular processes. Examples of this are, extra costs dedicated for the length of time a process takes. Also, more required costs for additional workers to conduct operations.  A support system such as a helpdesk can significantly reduce costs. By reducing the amount of time or number of people to carry out business processes, expenses will naturally decrease.

A digital ticketing helpdesk that is user-friendly allows you to track, manage and prioritize tickets. All the while making sure users don’t turn to messaging apps and cause important issues slip away. As a result, collaboration becomes more focused, organised, effective and efficient. 


Start using Kianda Ticketing App for faster resolution times and easier collaboration

Enable efficient collaboration between your remote teams with process automation. A ticketing helpdesk can scale productivity for your team. And can do so, while working from home.

Kianda is a true NO-CODE platform. We empower business users to transform how they carry out business processes on a daily basis. 

Want to see what Kianda can do for you?

Request your live demo today!


Osvaldo SousaAbout Author:
Osvaldo Sousa – Enterprise collaboration and Digital process automation expert with almost two decades of experience in information technologies. He is the CEO/Co-founder of Kianda Technologies.

 

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Remote working: Why digital business process is the key enabler for working from home

COVID-19 challenges and how Gulbenkian reduced the impact with digitalisation

How to manage site inspections efficiently, while easing the process and raising the standards

Site inspection checklist
Site inspection checklist

Are you managing your site inspections with Excel sheets?

Then it is time you consider digital site inspection checklists to ease this process for you.

Many inspectors, auditors or site managers use traditional ways to run their inspections jobs. Hard to manage paper forms, emails, scanned documents with signatures can easily become a cumbersome work…

Modern technologies that are available today, have made it far more efficient to capture and track site inspections. From scheduling a visit, sending automated alerts to capturing information and pictures and generating rich PDFs on the go…

First of all, let’s have a look when site inspection checklists are used?

Construction, engineering and industrial companies are required to keep sites, staff and assets safe and make sure they are working according to regulations. For this purpose, an inspector visits a site and runs inspections to go through defined checklists to assess risks and to report their observations.

Construction site inspection
Construction site inspection

These checklists are defined based on the type of an inspection. Such as is it an internal inspection or an external one for a client? Or is it a scheduled or emergency one and so on…

What are the current challenges companies are facing today when it comes to managing their inspection jobs?

There are three main challenges companies are facing regularly:

1 – Managing inspections with paper forms

Main challenge here is to manually complete large numbers of questions in paper checklists… Scanning these checklist paper forms or re-typing into a spreadsheet, uploading and emailing them, back and forth.

If an inspector has to rely on paper forms and documents for their job, then this becomes a complicated process that can increase compliance risks.

An inspector needs to make sure that they have all the right tools and documents they need before their visit. During their visit they need to make notes of all their observations.

Using paper forms means when they go back to the office they have to scan documents, and sometimes re-type all the info. And, all of this take up a lot of valuable time.

2- Document management and unreliable reporting

Pulling together an inspection report can be extremely time consuming. Conventional ways require an inspector to re-type the captured information in spreadsheets and reconcile them, which can take long time and effort.

In addition, this data will need to be transformed manually into graphs and charts to achieve insights, which is not ideal…

One of the key aspects of managing inspections is making sure that there is accuracy on reporting.

It can be frustrating for everyone involved in the process if the reports are not reliable.

3- Not being able to handle pictures and signatures on the go

Traditionally, an inspector would take pictures on site, then go back to office download these pictures and store in company systems.

It can be time consuming trying to attach the right pictures to the right logs within inspection reports.

Simplify site inspections by taking as many pictures you need on the go.

In a similar way when signatures are required from clients, subcontractors or owners, they are often taken on papers, then scanned back in the office. This whole process can be slow, error-prone and not easily accessible for searching.

To modernize your site inspection checklists, you should consider going mobile and paperless for higher control, compliance and simply for faster outcomes.

Here are 4 important tips on how you can transform site inspections and ease the process

1- Digitalise your inspection checklist and eliminate paper

Site inspection form
Site inspection form

After all, it is not efficient to rely on papers, emails, phone calls when the most important aspect of inspections is to ensure that work is being done properly to the highest quality.

Digital site inspections can be achieved with an online forms and workflow software.

This speeds up the entire procedure. Inspections can be scheduled on a regular basis and automatically assigned to inspectors.

 

Automated notifications and reminder alerts can easily be sent to inspectors to remind their schedules.

Inspector can complete the checklist on a tablet or smartphone on site, attach photographs, media evidence and annotate them when needed.

Then, final reports can be shared and made available in real-time to anyone who needs to see them.

2- Use data reporting to increase quality and compliance

Data gives us the ability to see and understand progress of things. There is no doubt that it is crucial to provide clear overview of the job progress to project managers or other decision makers.

It is important that inspector flags issues on time to avoid any project delays.

With the right digital solution, data can help you with your inspection strategy and make better decisions.

By using real time reporting not only data can be shared easily, also any delays, bottlenecks can be spotted and dealt with in a faster manner.

Working with a digital solution means the records of site inspection tasks and results are saved for future reference and auditing purposes. And it can be very valuable when a hand over to another inspector is needed.

Ultimately, you will be able to manage tasks in real time and review progress from your browser, tablet, or mobile device at any time.

You will store the key data, not just scanned documents, while optimising the process and collaboration between the teams.

Reacting fast can be a major advantage for companies of any sizes to save time and resources immediately.

3- Attach pictures and signatures on the go

Mobile forms that allow you to take pictures, annotate and attach them to the form instantly is a must have. This eases the way pictures are attached to the reports. 

They can also capture digital signatures from client’s and inspector’s, generating a PDF report instantly on the go.

4- Look for flexible inspection checklist solutions

When you are looking for digital solutions to manage site inspections, you must consider solutions that allow you to customise checklists, flow, rules, alerts and more. Nowadays only capturing data is not enough.

You can always start with a template but it is vital to have the ability to make changes… big or small depending on your own needs.

With a tailor-made approach, a comprehensive site inspection delivers a better user experience.

Also, reporting should be provided in a flexible way. Different managers might have different needs.

Flexibility around reporting dashboards, exporting data into a format you need are important to help you achieve business goals and save time.


At Kianda, we build modern process apps that are both flexible and user-friendly.

Why not try our Inspection Checklist Process App today?

Or let us show you witch a free customised demo what else Kianda can do for you.

Request a live demo

About Author:
Osvaldo Sousa – Digital process automation expert with almost two decades of experience in information technologies. He is the CEO/Co-founder of Kianda Technologies.

 

Kianda Technologies Wins The Best Start Up / New Business Award

Kianda-best-startup-award
Kianda-best-startup-award

Kianda Technologies won the Best Start Up / New Business award at the Fingal Dublin Chamber Business Excellence and CSR awards 2018.

KIANDA – Best Start Up/New Business 2018– sponsored by The LINC @ IT Blanchardstown

“It was the first time Kianda has entered to this competition and we are delighted to win such a prestigious award.” says Osvaldo Sousa – Co-founder of Kianda Technologies.

The prestigious black-tie Gala Awards Presentation Evening this year took place in the Crowne Plaza Dublin Airport in Santry on Friday, 9th November 2018. The event was sponsored by Fingal County Council and hosted by RTÉ’s Marty Whelan.

The Best Start Up/New Business award was open to entrants who could show how their start up/new business has been successfully established within the last 2 years. The judges were looking for evidence of strategically planned growth, clear vision for the future and current measurable achievement.

“Kianda identified a need to make digitalisation simple for businesses and have developed key points of differentiation to make them stand out in a space that is cluttered with bigger competitors. Resilience and commitment secured them significant contracts with two large corporations in Ireland. There is a strong plan on place for a sustainable future.” Judges from the competition.

Fingal Dublin Chamber organises this event every year to create awareness of, and highlight business excellence across all business sectors, private, public and charity within the Fingal Dublin Chamber region for their accomplishments in Business Excellence and Corporate Social Responsibility.

 

How Construction Industry Can Benefit From Digital Process Automation

Engineering and Construction industry can benefit with digital transformation

Many organizations such as engineering and construction companies are changing at a rapid pace due to technology. They are experiencing significant digital transformations in several areas. Engineering and construction can benefit by adopting new technologies to carry out business processes.

Digitalising business processes is one of the areas that is supporting companies in improving processes and decreasing costs.

Technology driven innovation for construction has been delivering real benefits to the industry in the recent years.

Certainly, companies who adopt the latest technologies, software innovations, equipment and process automation will most likely succeed.

Digital Process Automation solutions are technologies that help companies run operations, smoothly. For instance, they minimize manual, time-consuming tasks with streamlined processes. As a result, reducing operating costs.

Simply, they handle certain tasks by building online forms and automating workflows. Some examples include capturing data, task assignments and scheduling notifications.

What’s in it for you?

For example, rather than chasing manual project approvals, you can spend more time on valuable commercial relationships. In other words, you can focus more on revenue generating activities.

Inefficient communications should not delay time-sensitive key commercial decisions

manual process

Today many organisations still use excel and email communications to manage processes such as Bid Proposals and Contract Management. They store data in spreadsheets, print and approve manually and communicate via email.

This is mainly due to the lack of technical staff or amount of required time to digitalise such processes. This laborious process can cost companies a lot of time and money when they grow beyond a small sized company.

Especially when companies are dealing with business-critical bid proposals or contracts. Time-sensitive commercial decisions should not be delayed due to manual processes and inefficient communications channels.

Most importantly, losses that are caused by risk and error-prone manual processes should not be ignored.

Certainly, the level of transparency and efficiency that can be achieved via process automation software is compelling. In other words, it can eliminate inefficiencies and become the central point for task approvals and decision making.

New technologies can easily transform any manual processes from paper to digital.

Using new technologies to automate tasks has many long-term benefits from engineering and construction companies.  Simply because they can easily transform manual processes from paper to digital. As a result, companies generate less paper by managing processes online and overall, become more efficient.

Say good-bye to everyday chaos caused by paper piles and manual work in the office or on site.

How construction industry can benefit from digital process automation?

  • Key business decisions can be better made, without any delays.
  • Digital documents / online processes are easier to track and manage.
  • Admin tasks can be automated, meaning more work can be completed on time and budget.
  • Better project and data management.
  • Easier collaboration between people involved in the workflow regardless of where they are.
  • Higher visibility of the progress and smooth analytical reporting.

Construction processes such as:

construction-process-automation

  • Approval to start a project
  • QHSE Management
  • Incident Reporting
  • Bid Proposals
  • Document Control
  • Action plans 
  • Administrative tasks
  • Employee onboarding and induction
    or simply sending automatic notifications on-the-go can all be digitalised and improved. In addition, allowing web and mobile access from any location is important for companies with workers across remote locations.

Clear understanding of company performance

Moreover, process automation solutions bring a very clear understanding of the performance of a company. For instance, detailed analytics and customisable dashboard reports, demonstrate performance. Based on departmental requirements, customising dashboards can help with productivity.

Easy project management for construction companies

To be clear, project information, communication between workers and live monitoring can be centralised in a single place.

Above all, this can be accessed online or offline from anywhere and any device. Workers in the construction industry can benefit a lot with this, considering many projects can be carried out in remote areas.

Finally, new technologies are here to help organisations to quickly spot bottlenecks, make decisions on time and operate efficiently.

Business process automation solutions can help bring quality and standardize processes. Ultimately help them with competitive advantage in business.

process-management-engineering

Read Case Study: How Mercury Engineering streamlined project approval process, enhancing compliance and agility with Kianda forms and workflows.

Irish Engineering company introduced Kianda to simplify and improve their project approval process called “Authority Matrix”…

Learn more about digital process automation solution that can help you achieve greater outcomes, eliminate in-efficiencies for construction and engineering.

Request your live demo today!

About Author:
Osvaldo Sousa – Digital process automation innovator with almost two decades of experience in information technologies. He is the CEO/Co-founder of Kianda Technologies.