Efficiency and structure through a ticketing system

Without a ticketing system, information quickly becomes scattered across emails, phone calls and chats. With a ticketing system, every report receives a unique number and all communication is stored clearly in one place. You can also respond to a ticket to add new information to your question, and it is immediately sent to the right employee. Nothing gets lost and everyone knows exactly who is working on what. This works much faster, especially when you consider that we process around 3,600 tickets per year (in addition to approximately 5,500 phone calls). Thanks to this central approach, we maintain oversight even with a large number of reports. This allows us to help our customers even better and faster.

Transparency and customer satisfaction

Thanks to automatic notifications, you are always aware of the progress. You don’t need to call or email for an update. As soon as the ticket is taken into consideration, you receive a response from an employee and you know who is working on your ticket (this is not an automatic email, but a real person). This provides peace and confidence and prevents frustration on both sides.

Centralization of information

All information related to your report, from screenshots to solutions, is safely stored in the system. This makes it easier to solve recurring problems faster and ensures that knowledge remains available, even when employees change.

Automated communication: takes some getting used to, but very useful

Automated emails can sometimes feel a bit distant, but they do provide immediate clarity. You know your report has been received and that you can expect a response once the problem is resolved. This keeps everyone well‑informed and saves time.

Data‑driven improvement

Ticketing systems offer reports on the number of notifications, lead times and bottlenecks. This helps improve processes, respond faster and support customers better.

Reducing the number of tickets

In addition to using a ticketing system, we have strongly focused in recent years on reducing the number of incoming tickets. We answer frequently asked questions directly in clear helpdesk articles on our online helpdesk. This allows customers to continue quickly on their own, without needing to create a ticket — very efficient! And when the answer cannot be found, a helpdesk article can even be requested. We will then ensure it is available next time!

Thanks to this 24/7 accessible online helpdesk, our customers quickly find answers to their questions and can continue independently with their IT tasks. This not only provides freedom and flexibility, but also ensures they can always continue, regardless of our availability. As a result, they are no longer dependent on an expensive SLA A.