Customer requests and internal reports with an owner, a visible status and the history on the customer. A ticket can also start from a form or a conversation.
Requests arrive at info@, at a personal address, through the contact form and by phone. Whoever has time answers. Two people work the same request, a third is left because everyone assumed somebody else had picked it up. When the same customer calls three weeks later, the reconstruction starts over, because what was discussed last time sits in the mailbox of someone who is not in today.
Answering is not the hard part. Keeping sight of everything still open is. These five points provide it.
Work it out with your own numbers. At 40 requests a week, experience says five to ten per cent go through twice or not at all when ownership exists only in someone's head. That is two to four cases weekly, each with an irritated customer or an unnecessary repetition at the other end. The bigger lever is the analysis: if the same question arrives 30 times a quarter, the answer is not a faster ticket, it is an article in the wiki or a fix in the product. Without counting, you never see the pattern.
This is built for Swiss companies with roughly five to fifty employees whose customers are still looked after once the sale is done: technical services and software houses, building services and maintenance, machine builders with a service contract, property management, fiduciaries, internal IT. Typically two to five people who answer requests alongside their actual work, and customers who keep coming back over the years.
It pays off most for anyone looking after recurring customers with a contract behind them: maintenance, a service retainer, a subscription. That is where it counts that the same record shows what was last reported, delivered and invoiced. The longer the relationship runs, the more that trail carries.
You begin with the cases in progress, not with the archive. Whatever is sitting in the mailbox right now, you capture once as a ticket, with customer, category and owner. You point the contact form on your website at a form on the platform, so new requests arrive as tickets from the start. Categories and priorities you take as a template, or name them after the cases that actually come up in your business. A default owner per category is enough to begin with.
What follows is deliberately little: no training week, no role matrix that would have to be designed first. In the first week the old mailbox keeps running, and whoever picks up a request from it creates it as a ticket in one step. The only thing you have to bring along is the open cases. Closed correspondence stays where it is, and nobody presses three years of e-mail into a new form.
Talk, report, inform — without anyone keeping three programs open.
Inbox, appointments, documents, notes: the working day, not the toolbox.
From the first contact to the signed contract, in one unbroken chain.
What carries the business: orders, stock, assets, projects, tickets.
What the company knows stays findable — even when someone leaves.
Eighteen modules, one surface, one login. Not a patchwork of tools that know nothing about each other.
We show you a ticket raised from a form, the assignment, the customer history with invoices alongside, and the question of what came up most often this month. No contract, no preparation.