Comprehensive Dashboard

Groweon CRM’s Service Request and Ticket Automation system provides a comprehensive dashboard that helps with reporting and analytics. Data here is represented in charts and graphs. Through this, managers or admins can generate reports and view KPIs in one place, eliminating the need to switch between different tabs. This allows you to understand the team's performance, identify areas where they are lacking, and highlight where improvement is needed, enabling you to take timely action.

Automated Ticket Creation

Features and Benefits of the Comprehensive Dashboard:

Multi-Channel Ticket Generation

Customizable View:

Groweon CRM allows you to customise the dashboard according to your needs. You can align it with the key metrics that matter to you. For example, you can track common issues raised by customers who create tickets, monitor the turnaround time (TAT) taken by your users to resolve tickets, check performance, etc. The dashboard is fully customizable according to your requirements.

Ticket Categorization

Real-time Monitoring:

This feature helps you track real-time activities. You can monitor the status of customer tickets in real-time, see the TAT (Turnaround Time), the number of tickets resolved, and the ticket resolution rate, ensuring you are always up-to-date.

Ticket Categorization

Proactive Alerts:

This feature allows you to set alerts for tickets that require urgent attention for resolution. A comprehensive dashboard provides managers with a unified view, allowing them to track user performance and set alerts for high-priority tickets.

Ticket Progress Report

Managing customer support tickets manually is a very complex task, and you cannot work efficiently this way. This task becomes even more complicated when users are dealing with many inquiries at the same time. Groweon provides you with the Ticket Progress Update feature, which allows you to check the progress of each ticket and gives you a clear view of the ticket’s journey. As soon as a ticket is generated, it tracks every step of that ticket with this advanced feature.

Automated Ticket Creation

Feature and benefits of Ticket Progress Update:

Ticket Categorization

Detailed Ticket Status:

With this, you can know the status of every ticket with detailed information, whether a new ticket is generated, is in the resolving journey, or the ticket is closed, or if any pending action is left on the ticket. Everything can be tracked.

Ticket Assignment

Time Tracking:

With this, you can know how much time is taken to cross each step of any ticket, allowing you to create new strategies to identify the causes of delays, and helping you to improve your ticket resolution rate.

Ticket Assignment

Team Accountability:

Assign tickets to your users based on their skills, experience, and availability, and track how they resolve tickets and how much time they spend on each ticket.

This report is especially useful for managers looking to improve response and resolution times while maintaining high service quality. It ensures no issue slips through the cracks, leading to improved customer satisfaction.

Cooperative Month-on-Month Ticket Report

Understanding long-term trends and tracking ticket patterns is very important. Groweon provides you with the Cooperative Month-on-Month Ticket Report feature, through which you can find out what types of issues arise the most, what the key metrics are, and get detailed insights. This will help increase your organization’s operational efficiency.

Automated Ticket Creation

Features and Benefits of Cooperative Month-on-Month Ticket Report:

Ticket Volume Trends

Ticket Volume Trends:

This feature helps you know how many tickets come in each month and at what times the most tickets are raised, so you can prepare your resources for those peak times.

Resolution Rate Comparisons

Resolution Rate Comparisons:

This feature helps you understand how many tickets are resolved each month, how many are pending, and what the most common issues are. This helps you know which areas need improvement.

Turnaround Time (TAT) Management

Insightful Patterns:

From the tickets that are resolved and the new tickets generated, we can find common issues. With this feature, you will be able to prepare for those issues.

By using this report, businesses can forecast demand, optimize staffing levels, and improve overall service delivery, allowing them to stay ahead of customer expectations.

Graphical Reporting and Analytics

Large reports are not always easy to understand, sometimes key points are missed. But Groweon CRM software provides you with Graphical Reporting and Analytics, which helps you easily go through and analyze data, providing data in the form of graphs, diagrams, and charts. This helps you view your data together, easily understand complex things, and see areas where improvement is needed.

Features and benefits of Graphical Reporting and Analytics:

Automated Ticket Creation
Multi-Channel Ticket Generation

Interactive Visuals:

In this, you can view data in pie charts, live charts, graphs, and diagrams, and learn about trends. You can also go through individual user performance and gain key insights.

Ticket Categorization

Enhanced Comprehension:

Visual representation of data makes it easier to understand, and anyone can grasp key points without needing much technical expertise.

Actionable Insights

Actionable Insights:

You get meaningful insights that help you pinpoint issues and understand where improvements are needed.

Graphical reports are ideal for presentations and meetings, where quick and clear communication of data is essential.

User Activity and Quality Report

Tracking the performance of your users is very important for the growth of your business, as it allows you to understand their performance and service quality. These aspects are crucial for any business. Groweon introduces the User Activity and Quality Report, which helps managers prepare resources accordingly.

User Activity and Quality Report

Features and Benefits of User Activity & Quality Report:

Activity Logs

Activity Logs:

With its help, managers can track every activity of their users, such as which tickets are assigned to whom, who has been working on which ticket since when, what updates have been made on tickets, and whether the tickets have been resolved or not.

Quality Assessment

Quality Assessment:

It helps managers understand the quality of ticket resolutions, the level of client satisfaction, and the ticket resolution rate.

Performance Metrics

Performance Metrics:

With this feature, you can identify your monthly or yearly top performers and also pinpoint areas where improvement is needed, so you can allocate the required resources and arrange necessary training for users.

This report promotes a culture of accountability and continuous improvement. By recognizing and rewarding high performers and addressing skill gaps, organizations can build a motivated and efficient workforce.