6 ways how finance departments can benefit from a ticketing system:
1. Organizing high volumes of queries in once place
No more unread or forgotten emails. Once a query is open in the system, it remains “on radar” until the issue is solved. Further communication is gathered under one ticket.
2. Analyzing request types
Categorization allows to better understand what types of requests are being raised the most. Is budgeting the hot topic in your organization? Or maybe your team receives lots of reclassification requests? Are your business colleagues repeatedly requesting certain KPIs?
3. Tracking the time spend on handling the queries
Times when producing financial statements and quarterly reports, as well as answering some isolated questions from business colleagues were the only tasks of finance department, are way behind us. Is your team spending enough time on value-generating activities? What is the effective cost of handling questions from other departments?
4. Creating Frequently Asked Questions
Ticketing system allows to easily identify repeatable questions. Maybe it’s time to create intranet-page explaining answers to the most popular requests? Who would like to spend their time solving the same problem 100 times?
5. Identifying improvement and automation opportunities
Are the leaders of your organization regularly asking for specific type of a report? That’s a great opportunity to have a conversation with them and potentially prepare enhanced report with more insightful KPIs. How about automating the report creation to save time?
6. Implementing and tracking KPIs
Professional ticketing system allows to track several interesting parameters, e.g. number of days/hours between opening and solving a request. It’s a great opportunity to establish and enhance customer support quality by showing your commitment towards business colleagues.
