From Feedback to Action with CYS’s Ticketing System

Why Use a Ticketing System for Customer and Employee Feedback?

At CYS, we believe that feedback only has impact when actual action is taken on it. That’s why we’ve developed Case Management: an intelligent ticketing system that helps organizations to directly transform signals from feedback surveys, audits, and customer contacts into structured follow-up.

What Makes Case Management Unique?

In addition to the basic functionalities of a ticketing system, Case Management offers several powerful advantages:

1. Flexible Ticket Creation: Always an Efficient Workflow

• Users can create tickets themselves, for example after a telephone customer contact.
• Tickets can automatically come in via email or API, ensuring that no signal is lost.
• With dynamic rules, the priority of a ticket is automatically adjusted based on urgency, impact, or other pre-set criteria.

2. Smart Assignment and Follow-Up

• Automatic workflows ensure that tickets immediately reach the right person or department.
• Status overviews and notifications keep all involved parties informed of the progress.
• With customized email templates (with dynamic fields), tickets can be handled efficiently and personalized.

3. Powerful Monitoring and Reporting

• Tickets can be provided with a type indication, such as “complaint”, “improvement point”, or “audit comment”, for better categorization.
• Thanks to extensive reporting capabilities, you have insight into:
  ✅ The status and processing time of open tickets.
  ✅ The number of tickets per employee or department.
  ✅ Trends based on ticket types and priorities.

With these insights, organizations can continuously optimize and address bottlenecks in processes.

From Feedback to Improvement: how Does it Work in Practice?

1. A customer leaves feedback via a survey or contacts customer service.
2. Case Management automatically creates a ticket and determines the right priority.
3. The ticket is assigned to the right employee, who can immediately use the correct email template for follow-up.
4. All interactions are logged and managers get real-time insight into the handling through dashboards.
5. Through monitoring and analysis, organizations can implement structural improvements.

This is how Case Management helps companies not only to better follow up on feedback, but also to structurally improve customer satisfaction and internal efficiency.

🔎 Want to know more? Do you want to discover how Case Management can help your organization? Then contact us.