{"id":38998,"date":"2019-10-31T22:27:16","date_gmt":"2019-10-31T19:27:16","guid":{"rendered":"https:\/\/prohoster.info\/blog\/zachem-vam-helpdesk-esli-uzhe-est-crm\/"},"modified":"2019-10-31T22:27:16","modified_gmt":"2019-10-31T19:27:16","slug":"zachem-vam-helpdesk-esli-uzhe-est-crm","status":"publish","type":"post","link":"https:\/\/prohoster.info\/sq\/blog\/administrirovanie\/zachem-vam-helpdesk-esli-uzhe-est-crm","title":{"rendered":"P\u00ebrse ju nevojitet nj\u00eb helpdesk, kur keni tashm\u00eb nj\u00eb CRM?\u00a0","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Cili \u00ebsht\u00eb softueri korporativ q\u00eb \u00ebsht\u00eb instaluar n\u00eb kompanin\u00eb tuaj? CRM, sistem menaxhimi projektesh, helpdesk, sistem ITSM, 1C (k\u00ebt\u00eb e keni gjetur sakt\u00eb)? A keni nj\u00eb ndjenj\u00eb t\u00eb qart\u00eb se t\u00eb gjitha k\u00ebto programe po e dyfishojn\u00eb nj\u00ebra-tjetr\u00ebn? N\u00eb t\u00eb v\u00ebrtet\u00eb, ka raste kur ka p\u00ebrplasje funksionesh, shum\u00eb probleme mund t\u00eb zgjidhen nga nj\u00eb sistem universal automatizimi \u2014 ne jemi mb\u00ebshtet\u00ebs t\u00eb k\u00ebtij qasje. Megjithat\u00eb, ka departamente ose grupe punonj\u00ebsish q\u00eb duhet t\u00eb ken\u00eb nj\u00eb softuer t\u00eb<\/p>\n

\"P\u00ebrse<\/a><\/noindex>
\nAi nuk kishte helpdesk \u2014 at\u00ebher\u00eb do t\u00eb kishte p\u00ebrgjigjur n\u00eb m\u00ebnyr\u00eb t\u00eb qet\u00eb n\u00eb k\u00ebrkes\u00eb, pa humbur klient\u00ebt dhe pa u irrituar. Duajeni mb\u00ebshtetje tuaj, ata jan\u00eb frontend!<\/i>
\n<\/a><\/noindex>
\nPrej 13 vitesh ne po zhvillojm\u00eb sisteme CRM, realizojm\u00eb projekte komplekse zbatimi, e p\u00ebrdorim vet\u00eb CRM-n\u00eb ton\u00eb si 'gjith\u00e7ka p\u00ebr ne' \u2014 si CRM, ashtu edhe helpdesk, email, dhe qend\u00ebr telefonike, etj. Shpesh, klient\u00ebt tan\u00eb e p\u00ebrdorin at\u00eb n\u00eb k\u00ebt\u00eb m\u00ebnyr\u00eb, duke e transferuar t\u00eb gjith\u00eb pun\u00ebn operacionale brenda sistemit CRM, dhe ndonj\u00ebher\u00eb edhe prodhimin, logjistik\u00ebn dhe magazin\u00ebn. Megjithat\u00eb, ne mor\u00ebm p\u00ebrsip\u00ebr zhvillimin e nj\u00eb sistemi helpdesk n\u00eb cloud, sepse na mungonte n\u00eb infrastruktur\u00ebn ton\u00eb IT dhe infrastruktur\u00ebn IT t\u00eb klient\u00ebve tan\u00eb. Sigurisht, filluam ta p\u00ebrdorim helpdesk ZEDLine Support <\/b><\/a><\/noindex>p\u00ebr ata t\u00eb par\u00ebt. Pra, a i nevojitet nj\u00eb helpdesk nj\u00eb kompanie q\u00eb tashm\u00eb ka nj\u00eb sistem CRM? A i nevojitet atij nj\u00eb kompanie t\u00eb jo-sh\u00ebrbimit? Dhe a mund t\u00eb jet\u00eb helpdesk nj\u00eb z\u00ebvend\u00ebsim p\u00ebr CRM? Tani e dim\u00eb me siguri p\u00ebrgjigjen p\u00ebr k\u00ebto pyetje.<\/p>\n

CRM tashm\u00eb \u00ebsht\u00eb e implementuar. P\u00ebrse i nevojitet nj\u00eb helpdesk kompanis\u00eb?<\/h2>\n

\nN\u00ebse keni implementuar nj\u00eb nga sistemet CRM t\u00eb avancuara ruse ose nd\u00ebrkomb\u00ebtare, sigurisht keni v\u00ebn\u00eb re se kjo nuk \u00ebsht\u00eb nj\u00eb \"program p\u00ebr shitje\", por nj\u00eb mjet universale automatizimi q\u00eb mbulon detyrat e pun\u00ebs me klient\u00eb, planifikimin, KPI-t\u00eb, post\u00ebn dhe telefonin\u00eb, menaxhimin e magazin\u00ebs dhe shum\u00eb t\u00eb tjera (n\u00eb var\u00ebsi t\u00eb kompanis\u00eb). N\u00ebse punonj\u00ebsit dhe menaxhmenti i kompanis\u00eb kan\u00eb m\u00ebsuar ta p\u00ebrdorin plot\u00ebsisht sistemin CRM, veprimtaria e tyre operacionale b\u00ebhet m\u00eb e organizuar, m\u00eb e shpejt\u00eb, m\u00eb e qart\u00eb - problemet me afatet, klient\u00ebt e harruar, proceset e ngecura, nd\u00ebrpriten. N\u00eb sistemin modern CRM punojn\u00eb t\u00eb gjith\u00eb: shit\u00ebsit, menaxher\u00ebt, drejtuesit, marketer\u00ebt, mb\u00ebshtetja, etj. Shum\u00eb e p\u00ebrshtatshme: t\u00eb gjitha informacionet ruhen n\u00eb kartel\u00ebn e klientit, \u00e7do punonj\u00ebs mund t\u00eb ket\u00eb qasje n\u00eb t\u00eb dh\u00ebnat e nevojshme p\u00ebr t\u00eb. Megjithat\u00eb, helpdesk nuk z\u00ebvend\u00ebson dhe nuk plot\u00ebson sistemin CRM, ky \u00ebsht\u00eb nj\u00eb software i pavarur, blerja e t\u00eb cilit \u00ebsht\u00eb e nevojshme p\u00ebr disa arsye.<\/p>\n

Siguria<\/h2>\n

\nT\u00eb fillojm\u00eb me tem\u00ebn m\u00eb t\u00eb r\u00ebnd\u00ebsishme - me sigurin\u00eb e informacionit t\u00eb kompanis\u00eb. N\u00eb menaxhim ka nj\u00eb vizualizim t\u00eb till\u00eb - ajsbergu i injorimit, i cili u propozua n\u00eb baz\u00eb t\u00eb k\u00ebrkimeve t\u00eb tij nga konsulenti Sidney Yoshida n\u00eb vitin 1989. Sipas t\u00eb dh\u00ebnave t\u00eb tij, menaxher\u00ebt e lart\u00eb jan\u00eb t\u00eb vet\u00ebdijsh\u00ebm vet\u00ebm p\u00ebr 4% t\u00eb problemeve t\u00eb kompanis\u00eb. Kjo teori \u00ebsht\u00eb konfirmuar dhe hedhur posht\u00eb mbi baz\u00ebn e asaj q\u00eb k\u00ebto 4% kushtojn\u00eb t\u00eb tjerat 96%.\u00a0<\/p>\n

\"P\u00ebrse
\nNj\u00eb teori e kontestueshme, por, duke transformuar nj\u00eb fraz\u00eb t\u00eb njohur, mund t\u00eb thuhet se shpesh drejtori v\u00ebrtet e m\u00ebson n\u00eb fund. Kjo vlen ve\u00e7an\u00ebrisht p\u00ebr ata q\u00eb mendojn\u00eb se jan\u00eb t\u00eb suksessh\u00ebm dhe kan\u00eb m\u00ebsuar t\u00eb delegojn\u00eb, dhe k\u00ebshtu mund t\u00eb merren me hobin, nd\u00ebrsa biznesi do t\u00eb funksionoj\u00eb vet\u00eb. N\u00eb t\u00eb v\u00ebrtet\u00eb, front office (mb\u00ebshtetje dhe shitje) \u00ebsht\u00eb n\u00eb dijeni t\u00eb shumic\u00ebs s\u00eb problemeve klientore dhe komerciale. Dhe k\u00ebtu ndodhin nj\u00eb s\u00ebr\u00eb ngjarjesh t\u00eb pafavorshme:<\/p>\n

    \n
  1. Punonj\u00ebsit e mb\u00ebshtetjes dhe sh\u00ebrbimit jan\u00eb t\u00eb informuar mjaft mir\u00eb p\u00ebr problemet e klient\u00ebve.\n<\/li>\n
  2. Punonj\u00ebsit e mb\u00ebshtetjes kan\u00eb qasje n\u00eb sistemin CRM, n\u00eb t\u00eb cilin p\u00ebrmbahen informacione kritike p\u00ebr transaksionet, fluksin financiar, funnel-in e shitjeve dhe baz\u00ebn e klient\u00ebve.\n<\/li>\n
  3. Punonj\u00ebsit e mb\u00ebshtetjes jan\u00eb personeli m\u00eb i paq\u00ebndruesh\u00ebm, i cili largohet mjaft shpejt nga kompanit\u00eb dhe nuk ka nj\u00eb lidhje t\u00eb fort\u00eb morale me organizat\u00ebn.\n<\/li>\n<\/ol>\n

    \nK\u00ebshtu, sistemi CRM n\u00eb duar t\u00eb punonj\u00ebsit t\u00eb mb\u00ebshtetjes, edhe me kufizimet m\u00eb t\u00eb rrepta t\u00eb t\u00eb drejtave t\u00eb qasjes, p\u00ebrb\u00ebn nj\u00eb potencial p\u00ebrqafues n\u00eb siguri. Helpdesk \u00ebsht\u00eb nj\u00eb sistem m\u00eb pak kritik p\u00ebr sigurin\u00eb: ai p\u00ebrmban informacione rreth k\u00ebrkesave dhe problemeve, informacion baz\u00eb p\u00ebr klient\u00ebt, por nuk ka qasje n\u00eb informacionin komercial. Prandaj, opsioni m\u00eb i mir\u00eb \u00ebsht\u00eb kur sistemi helpdesk nuk p\u00ebrmban modul CRM, por integron me nj\u00eb sistem CRM t\u00eb jasht\u00ebm, q\u00eb do t\u00eb thot\u00eb se disa punonj\u00ebsve mund t'u mbyllet plot\u00ebsisht qasja.<\/p>\n

    K\u00ebshtu e realizuam ZEDLine Support <\/a><\/noindex>- n\u00eb helpdeskun n\u00eb cloud punojn\u00eb operator\u00eb mb\u00ebshtetjeje, t\u00eb cil\u00ebt nuk kan\u00eb qasje n\u00eb sistemin CRM. Aktualisht \u00ebsht\u00eb realizuar integrimi me CRM-n\u00eb ton\u00eb RegionSoft, s\u00eb shpejti do t\u00eb jet\u00eb n\u00eb dispozicion nj\u00eb API p\u00ebr integrimin me sh\u00ebrbime dhe aplikacione t\u00eb tjera. Operator\u00ebt shohin vet\u00ebm informacionin e tyre t\u00eb pun\u00ebs:<\/p>\n

    \"P\u00ebrse<\/a><\/noindex>
    \nKlikoni p\u00ebr t\u00eb zgjeruar
    \nLista e k\u00ebrkesave<\/i><\/p>\n

    \"P\u00ebrse<\/a><\/noindex>
    \nKlikoni p\u00ebr t\u00eb zgjeruar
    \nTeksti i k\u00ebrkes\u00ebs<\/i><\/p>\n

    K\u00ebshtu, helpdesku ndihmon n\u00eb mbrojtjen e baz\u00ebs s\u00eb klient\u00ebve nga punonj\u00ebsit e paq\u00ebndruesh\u00ebm, t\u00eb cil\u00ebt kan\u00eb m\u00eb shum\u00eb gjasa t\u00eb largohen me nj\u00eb pjes\u00eb t\u00eb baz\u00ebs s\u00eb klient\u00ebve.<\/p>\n

    Dallimet funksionale<\/h2>\n

    \nSistemi CRM \u00ebsht\u00eb, th\u00ebn\u00eb thjesht\u00eb, nj\u00eb program me shum\u00eb karakteristika. T\u00eb gjith\u00eb funksionalitetet jan\u00eb t\u00eb ndara n\u00eb shum\u00eb module, t\u00eb cilat jan\u00eb t\u00eb lidhura midis tyre, dhe kjo \u00ebsht\u00eb shum\u00eb e p\u00ebrshtatshme, megjithat\u00eb t\u00eb gjith\u00eb punonj\u00ebsit nuk i p\u00ebrdorin t\u00eb gjitha funksionalitetet e sistemit, dhe shpesh n\u00eb tavolin\u00ebn e pun\u00ebs s\u00eb menaxherit CRM ndodhen funksionet q\u00eb p\u00ebrdoren vazhdimisht, funksionet q\u00eb p\u00ebrdoren disa her\u00eb n\u00eb muaj dhe funksionet q\u00eb jan\u00eb t\u00eb nevojshme nga koha n\u00eb koh\u00eb. Arkitektura dhe logjika e sistemeve CRM jan\u00eb t\u00eb orientuara drejt menaxhimit t\u00eb duhur funksional, p\u00ebr detyrat e t\u00eb cilave \u00ebsht\u00eb krijuar nj\u00eb set mund\u00ebsish q\u00eb ndihmon n\u00eb p\u00ebrfshirjen e klientit n\u00eb p\u00ebrpjestim 360 grad\u00eb.<\/p>\n

    Sistemi CRM \u00ebsht\u00eb nj\u00eb kompleks programi i komplikuar p\u00ebr zbatim dhe m\u00ebsim, i cili k\u00ebrkon koh\u00eb, shpenzime p\u00ebr trajnim, formimin e ekspertiz\u00ebs, etj. P\u00ebr m\u00eb tep\u00ebr, n\u00eb sistemin CRM \u00ebsht\u00eb praktikisht e pamundur t\u00eb m\u00ebsosh vet\u00ebm nj\u00eb modul t\u00eb 't\u00ebndin', pa u thelluar n\u00eb t\u00eb tjer\u00ebt \u2014 prej nga vijn\u00eb periudhat e gjata dhe v\u00ebshtir\u00ebsit\u00eb.\u00a0<\/p>\n

    Ndihm\u00ebsit e sh\u00ebrbimit t\u00eb klientit nuk punojn\u00eb me baz\u00ebn e klient\u00ebve dhe marr\u00ebveshjeve; ata punojn\u00eb me nj\u00eb problem t\u00eb caktuar (incident). Atij nuk i intereson n\u00ebse marr\u00ebveshja ka kushtuar 1.5 milion ose 11.5 milion rubla \u2014 e r\u00ebnd\u00ebsishme p\u00ebr t\u00eb \u00ebsht\u00eb q\u00eb nd\u00ebrtimi 17.3.25 nuk funksionon, nodi nr. 16, \u00ebsht\u00eb ngjitur lidhja n\u00eb nj\u00eb makin\u00eb shum\u00eb milion\u00ebshe, nj\u00eb server n\u00eb qendr\u00ebn e t\u00eb dh\u00ebnave nuk funksionon, etj. Pra, informacioni nga CRM nuk \u00ebsht\u00eb i nevojsh\u00ebm, dhe nd\u00ebrfaqja ngarkon v\u00ebmendjen.\u00a0<\/p>\n

    \"P\u00ebrse<\/a><\/noindex>
    \nKlikoni p\u00ebr t\u00eb zgjeruar
    \nDritarja e aplikimit, me t\u00eb cil\u00ebn punon operatori \u2014 maksimumi i informacionit q\u00eb i nevojitet atij.<\/i><\/p>\n

    Helpdesk duhet t\u00eb kryej\u00eb p\u00ebrpara gjith\u00e7ka q\u00ebllimin e tij kryesor: t\u00eb informoj\u00eb operatorin mbi problemin, t'i jap\u00eb detajet e tij dhe nj\u00eb kanal komunikimi me klientin (chat, e-mail, telefon \u2014 varet nga politika e kompanis\u00eb), t\u00eb lejoj\u00eb d\u00ebrgimin e kujtesave dhe t'i ofroj\u00eb klientit nj\u00eb kabinet personal p\u00ebr t\u00eb kontroluar afatet dhe progresin e zgjidhjes.<\/p>\n

    Po ashtu, sistemi i helpdesk ka nj\u00eb avantazh t\u00eb madh ndaj sistemit CRM: implementimi i tij nuk k\u00ebrkon analiz\u00eb, inspektim dhe reorganizim t\u00eb proceseve t\u00eb biznesit. E instaloni brenda 2 minutash, e konfiguroni dhe menj\u00ebher\u00eb redirigjoni t\u00eb gjitha k\u00ebrkesat e klient\u00ebve n\u00eb portalin e mb\u00ebshtetjes. N\u00eb k\u00ebt\u00eb rast, nuk ka r\u00ebnd\u00ebsi n\u00ebse po ndodhin ndryshime n\u00eb fushat e ndikimit mes marketingut dhe shitjeve, n\u00ebse drejtori komercial po punon mir\u00eb, n\u00ebse shit\u00ebsit kan\u00eb arritur planin. Fronti i par\u00eb i kompanis\u00eb \u2014 mb\u00ebshtetje, departamenti i pun\u00ebs me klient\u00ebt b\u00ebn pun\u00ebn e tij pavar\u00ebsisht nga proceset e tjera n\u00eb sistemin e tij t\u00eb automatizuar. Megjithat\u00eb, p\u00ebr t\u00eb qen\u00eb t\u00eb drejt\u00eb, duhet t\u00eb themi se kaosi n\u00eb kompani duksh\u00ebm p\u00ebrb\u00ebn nj\u00eb ngarkes\u00eb t\u00eb shtuar p\u00ebr mb\u00ebshtetje. K\u00ebt\u00eb e dini edhe ju pa ne.<\/p>\n

    P\u00ebrve\u00e7 k\u00ebsaj, n\u00ebse ju ofrohet di\u00e7ka si CRM p\u00ebr mb\u00ebshtetje ose helpdesk me CRM t\u00eb integruar, analizoni me kujdes rreziqet e mundshme t\u00eb siguris\u00eb informatike.\u00a0<\/p>\n

    Shpejt\u00ebsia e m\u00ebsimit dhe interaksionit me sistemin.<\/h2>\n

    \nKur krijuam ne t\u00eb ton\u00ebn sh\u00ebrbimi n\u00eb cloud ZEDLine Support<\/a><\/noindex>, n\u00eb fund na erdhi n\u00eb mendje se si do t\u00eb dukeshim n\u00eb komunitetin ITSM (n\u00eb t\u00eb v\u00ebrtet\u00eb nuk menduam fare), vendos\u00ebm t\u00eb krijojm\u00eb nj\u00eb ambient t\u00eb thjesht\u00eb dhe t\u00eb kuptuesh\u00ebm p\u00ebr pun\u00ebn e \u00e7do sh\u00ebrbimi mb\u00ebshtetjeje (support, informacion, etj.):<\/p>\n