{"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":"Pse ju nevojitet helpdesk, kur tashm\u00eb ekziston CRM?\u00a0","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Cili \u00ebsht\u00eb softi korporativ q\u00eb \u00ebsht\u00eb instaluar n\u00eb kompanin\u00eb tuaj? CRM, sistemi i menaxhimit t\u00eb projekteve, helpdesk, sistemi ITSM, 1C (k\u00ebtu pat\u00ebm t\u00eb drejt\u00eb)? A keni nj\u00eb ndjenj\u00eb t\u00eb qart\u00eb se t\u00eb gjith\u00eb k\u00ebto programe e dublokojn\u00eb nj\u00ebri-tjetrin? N\u00eb t\u00eb v\u00ebrtet\u00eb, ndonj\u00ebher\u00eb ndodhin mbivendosje funksionesh, shum\u00eb \u00e7\u00ebshtje mund t\u00eb zgjidhen me nj\u00eb sistem universale automatizimi - ne jemi p\u00ebr k\u00ebt\u00eb qasje. Megjithat\u00eb, ka departamente ose grupe punonj\u00ebsish q\u00eb duhet t\u00eb ken\u00eb softin e tyre t\u00eb specializuar - p\u00ebr arsye sigurie, funksionaliteti, komoditeti, etj. Sot do t\u00eb diskutojm\u00eb me shembullin ton\u00eb se si CRM dhe sistemi helpdesk bashk\u00ebpunojn\u00eb n\u00eb kopshtin zoologjik t\u00eb IT-s\u00eb s\u00eb kompanis\u00eb. Dhe gjithashtu nj\u00eb anket\u00eb e shkurt\u00ebr n\u00eb fund - d\u00ebshirojm\u00eb t\u00eb dim\u00eb mendimin tuaj.<\/p>\n

\"Pse<\/a><\/noindex>
\nAi nuk kishte helpdesk - ndryshe do t\u00eb ishte p\u00ebrgjigjur n\u00eb k\u00ebrkes\u00eb n\u00eb heshtje, pa humbur klient\u00ebt dhe pa u shqet\u00ebsuar. Duajeni punonj\u00ebsit tuaj t\u00eb mb\u00ebshtetjes, ata jan\u00eb fronti i zyr\u00ebs!<\/i>
\n<\/a><\/noindex>
\nPrej 13 vjet\u00ebsh ne po zhvillojm\u00eb sisteme CRM, realizojm\u00eb projekte komplekse implementimi, i p\u00ebrdorim sistemet tona si \"gjith\u00e7ka\" \u2014 CRM, helpdesk, email, qend\u00ebr thirrjes, etj. Nj\u00ebher\u00eb her\u00eb, klient\u00ebt tan\u00eb e p\u00ebrdorin gjithashtu n\u00eb k\u00ebt\u00eb m\u00ebnyr\u00eb, duke e transferuar pun\u00ebn operuese brenda sistemit CRM, madje edhe prodhimin, logjistik\u00ebn dhe magazin\u00ebn. Megjithat\u00eb, ne e mor\u00ebm p\u00ebrsip\u00ebr zhvillimin e nj\u00eb sistemi cloud helpdesk, sepse ndjehej mungesa e tij n\u00eb infrastruktur\u00ebn ton\u00eb IT dhe n\u00eb infrastruktur\u00ebn IT t\u00eb klient\u00ebve tan\u00eb. Sigurisht, filluam ta p\u00ebrdorim ZEDLine Support <\/b><\/a><\/noindex>t\u00eb par\u00ebt. Pra, a i nevojitet nj\u00eb helpdesk nj\u00eb kompanie q\u00eb ka tashm\u00eb nj\u00eb sistem CRM? Po, a i nevojitet nj\u00eb kompanie q\u00eb nuk ofron sh\u00ebrbime? A mund t\u00eb z\u00ebvend\u00ebsoj\u00eb helpdesk-u CRM? Tani ne e dim\u00eb sakt\u00ebsisht 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 e zhvilluara CRM ruse ose t\u00eb importuara, me siguri keni v\u00ebn\u00eb re se kjo nuk \u00ebsht\u00eb \"program p\u00ebr shitje\", por nj\u00eb mjet universale p\u00ebr automatizimin q\u00eb mbulon detyrat e pun\u00ebs me klient\u00ebt, planifikimin, KPI, post\u00ebn dhe telefonin\u00eb, menaxhimin e magazin\u00ebs dhe shum\u00eb t\u00eb tjera (varet nga kompania). N\u00ebse punonj\u00ebsit dhe drejtuesit e kompanis\u00eb kan\u00eb m\u00ebsuar t\u00eb p\u00ebrdorin sistemin CRM n\u00eb maksimum, aktiviteti i tyre operativ b\u00ebhet m\u00eb i organizuar, m\u00eb i shpejt\u00eb, m\u00eb transparent \u2014 zhduken problemet me afatet, klient\u00ebt e harruar, dhe proceset \"t\u00eb ngecura\". N\u00eb sistemet moderne CRM punojn\u00eb t\u00eb gjith\u00eb: shit\u00ebsit, menaxher\u00ebt, drejtuesit, marketer\u00ebt, mb\u00ebshtetje etj. Shum\u00eb e rehatshme: t\u00eb gjith\u00eb informacioni gjendet 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, \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

\nLe t\u00eb fillojm\u00eb me tem\u00ebn m\u00eb t\u00eb r\u00ebnd\u00ebsishme \u2014 sigurin\u00eb informacionit t\u00eb kompanis\u00eb. N\u00eb menaxhimin e informacionit ekziston nj\u00eb visualizim \u2014 akulli i injorimit, i propozuar 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 mohuar mbi baz\u00ebn se k\u00ebto 4% jan\u00eb m\u00eb t\u00eb vlefshme se 96% e tjera.\u00a0<\/p>\n

\"Pse
\nNj\u00eb teori kontradiktore, por, duke ndryshuar nj\u00eb fraz\u00eb t\u00eb njohur, mund t\u00eb themi se shpesh drejtori e merr vesh i fundit. Kjo \u00ebsht\u00eb ve\u00e7an\u00ebrisht e v\u00ebrtet\u00eb p\u00ebr ata q\u00eb mendojn\u00eb se e kan\u00eb pasur veten mir\u00eb dhe kan\u00eb m\u00ebsuar t\u00eb delegojn\u00eb, dhe prandaj mund t\u00eb kushtojn\u00eb koh\u00eb p\u00ebr hobi, nd\u00ebrsa biznesi do t\u00eb funksionoj\u00eb vet\u00eb. N\u00eb t\u00eb v\u00ebrtet\u00eb, front ofisi (mb\u00ebshtetje dhe sh\u00ebrbime) \u00ebsht\u00eb n\u00eb dijeni t\u00eb shumic\u00ebs s\u00eb problemeve t\u00eb klient\u00ebve dhe atyre tregtare. Dhe k\u00ebtu ndodhin nj\u00eb s\u00ebr\u00eb rastesh t\u00eb pafavorshme:<\/p>\n

    \n
  1. Punonj\u00ebsit e mb\u00ebshtetjes dhe sh\u00ebrbimeve jan\u00eb shum\u00eb t\u00eb informuar p\u00ebr problemet e klient\u00ebve.\n<\/li>\n
  2. Punonj\u00ebsit e mb\u00ebshtetjes kan\u00eb qasje n\u00eb sistemin CRM, i cili p\u00ebrmban informacione kritike mbi transaksionet, flukset financiare, hapat e shitjes dhe baz\u00ebn e klient\u00ebve.\n<\/li>\n
  3. Punonj\u00ebsit e mb\u00ebshtetjes jan\u00eb stafi m\u00eb i paq\u00ebndruesh\u00ebm, i cili largohet nga kompania mjaft shpejt dhe nuk ka nj\u00eb lidhje t\u00eb fort\u00eb morale me organizat\u00ebn.\n<\/li>\n<\/ol>\n

    \nN\u00eb k\u00ebt\u00eb m\u00ebnyr\u00eb, nj\u00eb sistem CRM n\u00ebn kontrollin e punonj\u00ebsit t\u00eb mb\u00ebshtetjes, edhe me kufizime t\u00eb rrepta t\u00eb t\u00eb drejtave t\u00eb aksesit, \u00ebsht\u00eb nj\u00eb hap\u00ebsir\u00eb potenciale e dob\u00ebsis\u00eb n\u00eb siguri. Helpdesk \u00ebsht\u00eb nj\u00eb sistem m\u00eb pak kritik p\u00ebr sigurin\u00eb: ai p\u00ebrmban informacion rreth k\u00ebrkesave dhe problemeve, informacion baz\u00eb p\u00ebr klient\u00ebt, por nuk ka akses n\u00eb informacionin tregtar. Prandaj, zgjidhja m\u00eb e mir\u00eb \u00ebsht\u00eb kur sistemi i helpdesk nuk p\u00ebrmban modulin CRM, por integrot me nj\u00eb sistem CRM t\u00eb jasht\u00ebm, q\u00eb do t\u00eb thot\u00eb se puna e disa punonj\u00ebsve mund t\u00eb bllokohet plot\u00ebsisht.<\/p>\n

    K\u00ebshtu e realizuam ZEDLine Support <\/a><\/noindex>\u2014 n\u00eb helpdeskun cloud punojn\u00eb operator\u00eb mb\u00ebshtetje q\u00eb nuk kan\u00eb akses n\u00eb sistemin CRM. Aktualisht \u00ebsht\u00eb realizuar integrimi me CRM-in ton\u00eb RegionSoft, dhe s\u00eb shpejti do t\u00eb ket\u00eb 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

    \"Pse<\/a><\/noindex>
    \nKlikoni p\u00ebr t\u00eb zmadhuar
    \nLista e k\u00ebrkesave<\/i><\/p>\n

    \"Pse<\/a><\/noindex>
    \nKlikoni p\u00ebr t\u00eb zmadhuar
    \nTeksti i k\u00ebrkes\u00ebs<\/i><\/p>\n

    K\u00ebshtu, helpdesk ndihmon n\u00eb mbrojtjen e baz\u00ebs s\u00eb klient\u00ebve nga punonj\u00ebsit e pasigurt, t\u00eb cil\u00ebt kan\u00eb m\u00eb shum\u00eb mund\u00ebsi 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, nj\u00eb program me shum\u00eb funksione. T\u00eb gjitha funksionalitetet jan\u00eb t\u00eb ndara n\u00eb shum\u00eb module q\u00eb jan\u00eb t\u00eb lidhura me nj\u00ebra-tjetr\u00ebn, dhe kjo \u00ebsht\u00eb shum\u00eb e dobishme; megjithat\u00eb, t\u00eb gjith\u00eb punonj\u00ebsit nuk p\u00ebrdorin t\u00eb gjitha funksionet e sistemit, dhe shpesh, n\u00eb tryez\u00ebn e menaxherit t\u00eb CRM-s\u00eb, q\u00ebndrojn\u00eb n\u00eb nj\u00ebkoh\u00ebsi funksionet e p\u00ebrdorura vazhdimisht, funksionet q\u00eb p\u00ebrdoren disa her\u00eb n\u00eb muaj dhe funksionet q\u00eb nevojiten her\u00eb pas here. Arkitektura dhe logjika e sistemeve CRM jan\u00eb t\u00eb orientuara drejt menaxhimit t\u00eb mir\u00eb funksional, p\u00ebr t\u00eb cilin \u00ebsht\u00eb krijuar nj\u00eb grup mund\u00ebsish q\u00eb ndihmon n\u00eb mbulimin e klientit n\u00eb 360 grad\u00eb.<\/p>\n

    Sistemi CRM \u00ebsht\u00eb nj\u00eb kompleks programatik i komplikuar p\u00ebr t'u implementuar dhe zot\u00ebruar, i cili k\u00ebrkon koh\u00eb, kostot e trajnimit, formimin e ekspertiz\u00ebs, etj. P\u00ebr m\u00eb tep\u00ebr, n\u00eb sistemin CRM pothuajse \u00ebsht\u00eb e pamundur t\u00eb m\u00ebsosh sakt\u00ebsisht nj\u00eb \"modul\" t\u00eb toke, pa u thelluar n\u00eb t\u00eb tjer\u00ebt \u2014 nga k\u00ebtu edhe afatet e gjata dhe komplikimet.\u00a0<\/p>\n

    P\u00ebrgjegj\u00ebsit e mb\u00ebshtetjes nuk punojn\u00eb me baz\u00ebn e klient\u00ebve dhe transaksionet, ata punojn\u00eb me nj\u00eb problem specifik (incident). Ata nuk iu intereson \u00e7far\u00eb vlere ka pasur transaksioni, 1.5 milion rubla apo 11.5 milion rubla \u2014 ata jan\u00eb t\u00eb interesuar p\u00ebr faktin q\u00eb nd\u00ebrtimi 17.3.25 nuk funksionon, lidhja num\u00ebr 16 ka ngecur n\u00eb nj\u00eb makin\u00eb multimilion\u00ebshe, serveri n\u00eb qendr\u00ebn e t\u00eb dh\u00ebnave nuk funksionon etj. K\u00ebshtu, informacioni nga CRM \u00ebsht\u00eb i tep\u00ebrt, dhe nd\u00ebrfaqja e mbingarkon v\u00ebmendjen.\u00a0<\/p>\n

    \"Pse<\/a><\/noindex>
    \nKlikoni p\u00ebr t\u00eb zmadhuar
    \nDritarja e k\u00ebrkes\u00ebs, me t\u00eb cil\u00ebn punon operatori \u2014 maksimumi i informacionit q\u00eb \u00ebsht\u00eb i nevojsh\u00ebm pik\u00ebrisht p\u00ebr t\u00eb.<\/i><\/p>\n

    Helpdesk duhet t\u00eb p\u00ebrmbush\u00eb para s\u00eb gjithash q\u00ebllimin e tij kryesor: t\u00eb informoj\u00eb operatorin mbi problemin, t\u00eb jap\u00eb detajet e tij dhe nj\u00eb kanal lidhjeje me klientin (chat, e-mail, telefon \u2014 varet nga politika e kompanis\u00eb), t\u00eb lejoj\u00eb d\u00ebrgimin e kujtesave dhe t\u00eb siguroj\u00eb nj\u00eb llogari personale p\u00ebr klientin p\u00ebr t\u00eb kontrolluar afatet dhe progresin e zbatimit.<\/p>\n

    Nj\u00eb p\u00ebrpar\u00ebsi e madhe e sistemit t\u00eb ndihm\u00ebs \u00ebsht\u00eb se zbatimi i tij nuk k\u00ebrkon analiz\u00eb, hetim dhe riorganizim t\u00eb proceseve t\u00eb biznesit. Mund ta zbatoni p\u00ebr 2 minuta, ta konfiguroni dhe menj\u00ebher\u00eb t\u00eb redirectiononi t\u00eb gjitha k\u00ebrkesat e klient\u00ebve n\u00eb portalin e mb\u00ebshtetjes. Nuk ka r\u00ebnd\u00ebsi n\u00ebse ka riaft\u00ebsim t\u00eb sferave t\u00eb ndikimit midis marketingut dhe shitjeve, n\u00ebse drejtoresha komerciale po punon mir\u00eb, apo n\u00ebse shit\u00ebsit kan\u00eb arritur planin. Fronti p\u00ebrpara i kompanis\u00eb \u2014 mb\u00ebshtetja, departamenti i pun\u00ebs me klient\u00ebt e 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, shkalla e kaosit n\u00eb kompani ndjesh\u00ebm rrit pun\u00ebn e mb\u00ebshtetjes. E dini edhe vet\u00eb k\u00ebt\u00eb.<\/p>\n

    P\u00ebr m\u00eb tep\u00ebr, n\u00ebse ju ofrohet di\u00e7ka si CRM p\u00ebr mb\u00ebshtetje ose nj\u00eb sistem ndihm\u00ebs me CRM t\u00eb integruar, analizoni me kujdes rreziqet e mundshme t\u00eb siguris\u00eb informuese.\u00a0<\/p>\n

    Shpejt\u00ebsia e zot\u00ebrimit dhe nd\u00ebrveprimit me sistemin<\/h2>\n

    \nKur krijuam sistemin ton\u00eb t\u00eb ndihm\u00ebs n\u00eb re ZEDLine Support<\/a><\/noindex>, ne menduam se fundi i fundit p\u00ebr at\u00eb se si do t\u00eb duken n\u00eb komunitetin ITSM (realitetit nuk mendojm\u00eb fare), ne vendos\u00ebm t\u00eb krijojm\u00eb nj\u00eb mjedis t\u00eb thjesht\u00eb dhe t\u00eb qart\u00eb p\u00ebr pun\u00ebn e \u00e7do sh\u00ebrbimi mb\u00ebshtetjeje (p\u00ebrkrah\u00ebse, informacioni, etj.):<\/p>\n