Scope of Work: CRM-Integrated Support Ticket Systems

1. Discovery & Audit

• Review client’s current support process and tools.
• Identify gaps in handling customer issues (delayed responses, lack of visibility, poor tracking).
• Map existing CRM capabilities and integrations.
• Define goals: faster resolution, better customer experience, centralized data.

2. Strategy & Planning

• Determine support channels to integrate (email, chat, phone, social, web forms).
• Define ticket lifecycle stages (new, open, in-progress, escalated, resolved, closed).
• Establish SLAs, response times, and escalation rules.
• Decide on ticket assignment logic (round-robin, skill-based, priority-based).

3. Workflow Design

• Ticket Creation: Automatic ticket generation from all channels inside CRM.
• Routing & Assignment: Auto-assign to relevant team or agent.
• Escalation Rules: Trigger notifications if SLA is at risk.
• Customer Updates: Automated status updates via email/SMS.
• Knowledge Base Integration: Suggested articles for agents/customers.
• Feedback Loop: Request customer satisfaction (CSAT/NPS) after resolution.

4. Implementation

• Configure CRM ticketing module or integrate third-party system (Zendesk, Freshdesk, ServiceNow) with CRM.
• Set up workflows for ticket creation, assignment, escalation, and closure.
• Enable two-way sync between CRM and ticketing system (customer data, history, interactions).
• Create unified customer profiles linking sales, support, and marketing data.

5. Optimization

• Automate common responses with templates or chatbots.
• Implement AI-powered ticket tagging and sentiment analysis.
• Prioritize tickets based on customer type (VIP, new customer, at-risk).
• Align support processes with customer journey stages in CRM.

6. Testing & QA

• Test ticket creation from all support channels.
• Validate automated routing, SLA timers, and escalation triggers.
• Confirm customer communications (updates, closure emails) are accurate.
• Ensure data syncs correctly with CRM profiles.

7. Reporting

• Track metrics such as:
  • Average response time
  • Average resolution time
  • Ticket backlog
  • SLA compliance rate
  • Customer satisfaction scores (CSAT, NPS)
• Provide dashboards for management and support teams.

8. Ongoing Monitoring & Support

• Regular audits of ticket workflows and SLAs.
• Update automation rules as team grows.
• Continuous integration with new support channels.
• Provide training and enablement for agents.

Value Delivered

• Centralized customer interactions in one system.
• Faster response and resolution times.
• Improved customer satisfaction and retention.
• Unified sales, marketing, and support data for 360-degree visibility.
• Scalable system to grow with customer needs.