To Merge Or Not To Merge?

Dmytro Lazarchuk is a co-founder and CEO of Relokia with about 8 several years of working experience in electronic marketing and info migration solutions.

You may well have read about the gains of consolidating help desk situations, from rising your support team’s efficiency to maximizing the world-wide shopper encounter. But are these pros well worth the work? Let’s locate out when consolidation is sensible and see if you ought to merge your enable desk instances.

When You Will need To Consider Merging Your Assistance Desk Occasions

So, how do you know when it is time to merge help desk situations? Below are some predicaments to observe out for.

• When You’re Making use of Individual Cases For Each individual Brand, Products Or Department

It may possibly be time to think about consolidating your aid desk cases if your help teams are working with the same technique to tackle diverse accounts. Even if these teams are doing work on distinctive merchandise, brands or departments, it is continue to greatest to shop all the info in one particular position. Consolidating all the perform environments will help your brokers velocity up ticket resolution.

Just take the instance of 4FRNT Skis and J Skis (earlier clients of Relokia), two ski makers that provide their goods on the internet. Though working with the exact help group (and below the identical possession), just about every brand name ran a separate Enable Scout account. They made a decision to consolidate their assist desk circumstances, which allowed them to have the complete historical past of interactions with every single customer at hand. With earlier records easily out there, buyer reps can give a lot more personalized solutions for each individual shopper.

• When You Have To Comply With Authorized Necessities To Retailer Client And Business enterprise Info In A Described Region

Some nations around the world put into practice rigid details residency guidelines necessitating firms to make certain the protection of their citizens’ facts in a distinct manner.

Businesses that shop sensitive customer info need to have to be specially cautious with their support desk accounts. If you are jogging a worldwide business, you could want to merge aid desk circumstances so all the suitable information are stored in a central system (positioned in a certain place to comply with data localization regulations). With the proper tools, you can export assist desk info seamlessly.

For example, 1 Japanese company that confronted the problem of working in places with various time zones identified the right timing to consolidate their various scenarios into a central Zendesk account.

• When You Need to have To Protect Ticket Historical past Just after A Company Acquisition

You may well also want to merge assistance desk situations just after buying or becoming obtained by one more firm. Merging the help desk accounts from the previously separate companies can tremendously improve workflows and lower costs.

Immediately after being acquired by Oneflare, UrbanYou (a preceding shopper of Relokia) consolidated the two companies’ assist teams and help desk scenarios to retain accessibility to 200,000 tickets from their previous, different Zendesk accounts. Simply because UrbanYou is incredibly client-targeted, it was critical that they preserved present buyer bookings, difficulties and considerations.

As these examples show, selected scenarios make consolidating your accounts notably favorable. Now, let us dig further into the benefits of merging several assistance desk scenarios.

Why Obtaining A Consolidated Support Desk Account Is Improved Than Jogging Different Scenarios For Unique Solutions Or Departments

Listed here are some positive aspects you’ll gain from consolidating support desk occasions.

• Better Business Of Your Assistance Groups

A merged account permits you to carry out administrative get the job done from a single system, simplifying the administration of many help groups. It also allows you very easily share information and facts about process variations throughout departments or areas.

• No Added Perform

Operating individual accounts implies your enable desk brokers ought to frequently log in and out. This wastes a ton of valuable time. Consolidating many situations, on the other hand, lets them get the job done on all tickets with no leaving every account.

You’ll also get rid of copy do the job that comes from customers distributing tickets for the exact same worry on different methods.

• Better Purchaser Experience

With various teams functioning on tickets, your customers can hope more rapidly resolution instances. Agents and specialists can promptly show up at to fears that require their respective places of knowledge (for instance, agents can promptly take care of simple complications even though tech specialists show up at to the far more complicated difficulties). And because all relevant data is stored in a solitary ticket thread, they’ll have the context they will need to effectively address the situation at hand, giving a personalised working experience.

Now that you fully grasp the benefits of consolidating your accounts, let’s discover the methods you are going to have to just take prior to merging your enable desk cases.

Guidelines For Enterprises: How To Get ready For Merging Help Desk Instances

Abide by these techniques to put together for consolidating your support desk circumstances.

• Manage Your Info Properly

Evidently determine the services you will operate and the knowledge you will want, then recognize the common procedures between the teams to merge them accordingly. Make positive all the sights, agent teams and terminologies are dependable throughout providers and shared procedures have the very same flow.

• Validate What You Can Migrate

Validate which canned responses, macros and sights you can transfer. Also, be aware which custom fields you need to have to migrate. The best software will map all these objects on both of those the supply and goal situations and make absolutely sure they match so that info does not get scrambled in the course of migration.

• Prepare Your Migration Timing To Cut down Downtime As Substantially As Attainable

Import knowledge during off-peak several hours so you really do not disrupt your processes or avert your customers from getting the guidance they require. Decide on a day and time that performs very best for your crew and your buyers.

• Choose A Suitable Info Migration Device

All information migration instruments are not made equal. Double-check the software package provider’s security procedures. Make absolutely sure they offer you standard updates, plan audits, a protected storage heart, compliance with protection rules and defense against cyberattacks, facts breaches and destruction prompted by purely natural disasters.

To Conclude

In most conditions, merging support desk situations is beneficial when you have a lot more than one particular instance. When completed effectively, it makes for much more productive groups and happier clients. With sufficient planning and the suitable migration tool, you can import assistance desk facts into a one instance without having a hitch.


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