Short story
Support just got easier. Just send an email to help@tjeps.nl
Long story
Last years we have been scaling up. In order to grow we need to eliminate the most profound bottlenecks: personal inboxes and mobile phones.
We started using Plutio as our project management tool. But creating tickets was hard and sometimes things were falling between the cracks. Not what we were aiming for.
But the ambition remaind the same: with the growing amount of customers and requests, we need a process that works every time. With dozens of whatsapp messages and hundreds of emails, divided over multiple people, it has gotten hard to organize the support.
Can I still send emails?
Yes...we heard you loud and clear. You don't want a system where you need to login and create tickets. And you wonder if thinks are really getting picked up. So, we made it real easy: just keep sending emails. But not to our personal boxes but to help@tjeps.nl
Okay...What happens after the email?
This email box is tied to our big screen in the office and project management software. We get an alert and the ticket will come up first, ready to be forward to the first available and suitable team member.
Every beginning and end of the day we evaluate the tickets, prioritize and allocate.
Can I never email or call directly?
Of course you can. In emergency cases: please do call. If you want to talk (sometimes talking is easier than email), best way is to schedule a call. That we we have all the time you need.