How A Ticketing System Can Help Improve HR Service Delivery

An increase in customers and employees often accompanies business growth. Plus, more often than not, the transition does not progress linearly. Most businesses experience a repetitive cycle of accelerated growth followed by times of peace when things settle down a bit.

However, if you are not prepared to face the first few waves, you risk driving the business into the ground. After all, managing business operations is difficult when you have to dig for information in a pile of old emails. 

Luckily, businesses nowadays have many tools at their disposal that can help automate employee request management. One of these tools is a reliable HR ticketing system, and today, we’ll focus on its primary benefits for businesses of any size and growth stage. 

Prioritization

Prioritization is the keyword (and action) when you have a mountain of problems waiting for you to find a solution. You need to know which problems are urgent and, out of those, which ones will negatively impact the customers. These are first-degree emergencies and must come first!

Next, you can address the rest of the emergencies based on their level of seriousness. However, it’s impossible to prioritize when everything feels important. This often leads to bottlenecks and missed opportunities. 

Using a ticketing system, you can see a thread’s dependencies and assess the situation (is it urgent, or can it wait a few more hours?). Plus, you can tell if someone else is already working on solving the problem, which reduces wasted time and redundancies. 

A Common Platform

Open communication is essential within the confines of a business. Employees must be able to communicate with their team colleagues but also need access to colleagues in other departments, such as HR or Finance.

Sadly, the more a company grows, the more difficult the communication with administrative departments becomes. This often creates frustration (especially when you need something solved quickly) and makes people feel unseen.

As a result, many employees feel disillusioned by their management and quit for something better. 

But this issue is easily solved by a reliable HR ticketing system that fits your company’s needs. The right ticketing system creates a unified platform for employees and HR representatives and facilitates communication between the two groups. 

Plus, with the right system, employees can access self-service features that shorten the time spent waiting for various documents that are easily available. Also, this reduces the number of redundant tasks that most HR departments must put up with.

Overall, the HR department is often tasked with a multitude of jobs, ranging from onboarding newcomers to keeping the company in good shape. So, it’s easy to see why some requests can fall through the cracks even in a well-organized system. 

et, an HR ticketing platform is capable of registering all the requests and making sure they reach the right person. 

Data Integration

Data-driven decision-making is one of the secrets behind successful businesses nowadays. However, to collect and use accurate data in day-to-day business operations, you need a reliable system to keep things organized.

The job of an HR ticketing system is to connect employees with the HR department, but it’s also a great way to collect data and integrate existing systems.

For instance, your company can benefit from an HR ticketing system and CRM data integration because it will extend users’ access to valuable information. 

In a nutshell, when all data is available on one platform, it becomes easier to perform queries, find documents, check out the state of the employees, and find ways to boost motivation. When used correctly, data is a powerful tool for negotiation and growth.

Increased Productivity

People who can be productive in a chaotic environment are extremely rare, which is why good organization skills are often valued (especially in the corporate world). After all, when things are well-organized and easily accessible, employees waste less time looking for resources, trying to find data, or understanding a project. 

When it comes to the world of HR, things can easily get hectic without structure. Luckily, nowadays, you don’t need huge file rooms and cabinets to keep things organized.

It’s enough to have a reliable HR ticketing system with access to your digital file storage location. Of course, you need access credentials to keep a tight grip on who can access what within the company.

Monitor Performance

The HR department is tasked (among many others) with keeping track of employee performance. But who keeps track of HR representatives’ performance? 

In a manually organized system, managers and higher-ups will expect performance reports on various indicators such as time spent per employee or hours spent replying to employees’ questions. However, these indicators are often inaccurate (since they are based on manual registration), which may lead to false assessments. 

A ticketing system solves this problem rather quickly and eliminates the time spent creating manual reports. Plus, you can change the indicators to suit your needs at the time. This provides managers with accurate data on various time periods.

Open Communication

A ticketing system makes it easy to notify employees (all of them or a group), managers, and even customers if there is something you need to communicate quickly. 

For instance, if there is a technical difficulty with one of the servers which render a few of your website’s features useless, you can quickly send a group email to various customers and let them know. Also, you can notify tech support and the IT department about the problem with just one group message. 

Of course, since this is a two-way platform, this also means that employees can easily communicate with the HR department and each other.

Let’s say an employee can’t make it to work one day. Instead of calling their manager or HR department and having them notify everyone else about the issue, they can post in a group chat where everyone can see.

Wrap Up

A reliable ticketing system comes with a series of benefits for the company, employees, and managers. It can be used to keep things organized, open the departments toward communication, and help increase productivity (among others). However, it can also be a hindrance if it’s not selected to fit the company’s needs and growth predictions. 

HR Future Staff Writer

Picture source: https://pixabay.com/photos/office-cubicles-employees-working-95311/