The innovative business ticketing approach
By enabling the automatic capture of on-screen data and removing the need for users to input it manually, Smart Ticketing allows our support teams to receive higher quality tickets. That was the real game-changer
Context & challenges
Streamline support while optimising user experience
Optimising business support with Smart Ticketing and enhancing user experience
As early as 2016, Orange began rolling out the Oracle ERP Cloud solution as part of its Group-wide digital transformation strategy.
In France, over 8,000 occasional and professional procurement requesters use the ERP system and contact the Procurement hotline for business-related queries.
In 2024, in order to streamline the support process and improve user comfort, Orange chose to co-develop the Smart Ticketing solution with Shortways.
The project involved three key objectives:
- Keeping users within their business application to raise a ticket
- Providing a dedicated space with the tool to access message history
- Offering support teams better qualified tickets
Solution
Integration of Smart Ticketing into Oracle, connected to the Jira ticketing tool
Integrating Smart Ticketing into the ERP to simplify the creation and handling of business support tickets
To efficiently assist users in the ticket creation process, Orange’s teams leveraged the key features of Smart Ticketing:
– A customised ticket form integrated into the ERP: drop-down menus for request types adapted to Orange’s context, harmonised with the existing Jira form
– Automatic capture of on-screen contextual data: enriching the request effortlessly
– One-click screenshot capture: directly from the form, for clear illustration of the issue
– Ticket history available within the assistant: enabling users to consult previous requests and responses
– Integration with Jira: ensuring full traceability on the support side with no disruption between tools
Benefits
- Time savings for support teams
- Simplified creation of more detailed and qualified tickets
- Improved user experience and ticket tracking
Improved Ticket Quality and Enhanced User Experience
Users can now submit their requests without leaving their working environment: « With just a few clicks, a ticket is created thanks to Smart Ticketing » says Magali Thomas.
Easier access to the hotline team’s response history in a dedicated space has helped facilitate user learning.
Thanks to the automatic capture of contextual data, the goal of providing support teams with more qualified tickets has proven successful, reducing the number of exchanges and making it easier to process requests « Capturing factual data provides real time savings for the hotline teams, as it ensures all necessary information is available without back-and-forth », explains Magali Thomas.
Finally, although the telephone remains the historically preferred channel for their users, « the usage of Shortways and Jira is steadily increasing. In the long term, the goal is to shift towards fully digital channels », concludes Benoit Lampuré, Director of Finance Solutions at Orange.
Download the business case