Support Service Ticketing System

The product is based on Salesforce which is a standard Customer Relationship Management service platform. The client leverages various services of Salesforce some of them are Sales Cloud, Service Cloud, Analytics Cloud, etc. The product is used by the company's internal users and their partners who do sales and services for their customers.

This case study is talking about the problem our users were facing to raise the service cases. These service cases are raised by the sales team to get support in the sales cycle in multiple ways.

Problem Statement

This was an UX lead project about an issue in the system where the users were ambiguous about logging a service ticket from different sections of the application resulting in:

1. Raising a service ticket to the wrong service vertical leading to cancelling the ticket or additional time in rerouting it to the right team

2. The above directly affects the service turn-around-time (TAT) affecting in low ticket resolution ratio

3. End users were observed to be always confused and frustrated the way system was working

My Role

Led end-to-end product design, research, validation and handoff.

Team

Cross-functional partnership between Design, Product, Engineering.

Project Goals

1. Unify the service ticket logging system to provide a seamless and universal experience to the end users.

2. Reduce the system complexity to inform the user about the context of a respective service ticket.

3. Improve the ratio of resolved vs unresolved service requests.

4. Improve the TAT by ensuring that the service ticket is reaching to the right team

Our Design Process

Discover

Research

Focused Group Discussion

User Interviews

Analytical Study

Persona

Solution

1. Single point of interaction to raise a service ticket

2. Create a uniform experience for raising a ticket in any vertical

3. Re-assess the ticket types and bucket them under high-level categories for ease of understanding

4. Remove the unwanted types of tickets which are no more in use

5. Introduce knowledge articles in respective categories which surface the relative articles on the first page of wizard for quick reference (add-on)

   
   

Solution Re-assessment

Revise the Solution

Challenges Overcome

Too many stakeholder teams to follow up and bring all the different needs on a single page

Conducted multiple sessions to understand the process per team and crafted a standard solution that caters to all their needs. There were times we helped them to simplify their approach which leads to establishing standardisation. It was difficult but with continuous education and learning, we reached the goal.

Technical limitations in salesforce to get the desired experience

It is a bit difficult to work with salesforce at times. Our approach was to tie up a developer with dedicated time for helping us in the UX journey. Looping him in the design process keeps him updated about the design approach and provides us with continuous validation from a technical feasibility perspective. It also helped developers to provide enough research time to craft desired user experience

Handling the heap of processes and information. Data sanitisation was a big challenge

Collaborated the data on how many case types were there in the platform and which teams are handling them what information each case required and how can they all be sitting in the proposed workflow. Multiple sessions with stakeholders helped to sanitise the data and filter out the unusable options.

It was a massive change in the system

As this was a massive change impacting 90% of the teams involved in the platform development, handling them was a bit tricky. We took a phase-wise approach which helped us to achieve our goal in multiple stages. It helped to avoid shock and carry a smooth transition for the users.

Upgrades Done

1. Enhanced the search functionality by enhancing it with keyword searching. The user can now type the issue and based on that related ticket types were shortlisted.

2. Introduced filter options where the user can see frequently logged tickets or recently raised ticket types.

3. Categories are introduced for sales and service employees for quick functionality.

4. Added a feature to mark any ticket type as favourite and can be accessed from the favourite section.

5. Getting user feedback was very crucial for us, so given an option (temporarily) to share the feedback on the new design and workflow.

6. Revamped the user interface for better scanning and easy understanding.

   
   

Impacts