In a digitised environment where companies are heavily dependent on the Information Systems used in the daily lives of their employees (HRIS, ERP, CRM, …), the management of user tickets is becoming a strategic challenge.
However, nowadays, the majority of tickets you receive for your software (Oracle, Microsoft, Cegid or SAP) are no longer related to technical bugs, but rather to operational, process-related issues.
For example, in the ERP, “My purchase order is blocked even though the supplier has already delivered the order”, or “My project code is incorrect for inputting my weekly timesheet” in the HRIS.
These business-related tickets are more complex to process, and increase the time taken to solve them.
Other problems, such as a growing number of tickets, or bad ticket writing by users, add to this delay.
And this impacts your business more than you think.
Every minute of delay in solving these tickets can impact the productivity, operational costs, user satisfaction, and slow down essential business processes. So, it’s crucial to understand why slow ticket resolution affects the whole organisation, and which solutions can improve the company’s overall efficiency.
We explain everything in this article 👇
1. Direct impact on user productivity
When user tickets are not processed quickly, employees are forced to suspend their work. The incapacity to access certain functionalities or to solve anomalies blocks the good progress of daily tasks.
This leads to an immediate drop in productivity because users can’t progress on their tasks until their problem has been solved.
85% of users lose at least 1-2 hours of productivity each week searching for information (Dynamic Signal).
The slow ticket resolution has therefore a domino effect on the productivity chain, affecting not only the direct users, but also the teams that depend on their work. If interruptions are prolonged, the workload accumulates, creating bottlenecks in internal processes. In the long term, this leads to a general drop in efficiency and an increase in employee frustration.
For example, no error or delay in the payroll process is acceptable. This would lead to serious treasury and social climate problems.
💡 Tip: Accelerate ticket resolution time to minimise work interruptions. An effective ticketing system must have intelligent functions for routing, categorising and prioritising requests. Or for automatically filling in important fields, to reduce user waiting time by prioritising critical tickets and providing them with contextual responses in real time, thereby increasing their productivity.
2. An invisible but real financial cost
Every minute that a user spends waiting for a ticket to be solved is a cost for the company. Although this cost is not immediately visible, it accumulates over time. Delays in time solving can also force users to look for alternative solutions, often manual ones, leading to errors in data entry and wasted time correcting them. In the long term, these inefficiencies increase the company’s operating costs.
Moreover, receiving large numbers of recurring requests overwhelms the support teams, making the overall processing of tickets even slower. This spiral can quickly become costly, both in terms of time and resources.
For example: an occasional user who is not familiar with the purchase requisition process, and who does not have the answer to the question “Which purchase category does my request correspond to?”, could end up choosing a category that seems right to him, leading to a reprocessing of the request by the accounting department for management control, and therefore time spent unnecessarily.
💡 Tip: Accelerate ticket processing and avoid a return to to manual processes thanks to a knowledge base of known issues, allowing users to self-help without human intervention from support. This reduces waiting times and helps to restore the situation quickly, guaranteeing a valuable time saving for the company. But it also guarantees the quality of process execution by providing easy access to good usage practices.
3. Negative effect on employee experience and user satisfaction
Ticket processing time plays a key role in users’ overall experience of the tool and the company. A slow resolution time directly affects employee satisfaction, as they may feel neglected or ignored. This frustration is even more accentuated if the tickets concern critical tasks linked to their daily work.
A poor management of tickets can also lead to a drop in employee engagement. Users lose their trust in the system in place and start to develop unsuccessful alternatives to work around problems. In the long term, this can lead to a loss of interest in the digital tools deployed, affecting the adoption of new technologies within the company.
💡 Tip: Give immediate answers thanks to a system of contextual help and automated assistance. This enables employees to solve certain common problems themselves, without having to wait for IT support to intervene, improving their satisfaction and confidence in the tool.
4. Slowed or blocked business processes
In companies where HRIS and ERPs are at the heart of business processes, unsolved user tickets can slow down or block critical operations. Digital tools are often interconnected with vital processes such as payroll, order or billing management. If these tools don’t work properly, internal processes suffer from delays, impacting all the company’s departments.
Delays in solving tickets not only lead to operational losses, but also affect the overall performance of the organisation.
For example, processes such as recruitment campaigns, production orders or absence management can come to a standstill, affecting the fluidity of operations and the company’s competitivity.
💡 Tip: Avoid operational bottlenecks by choosing a ticketing tool that manages the prioritisation and routing of requests to the right people internally, thus reducing downtime. Thanks to an intelligent ticket management, problems are solved quicker, and business processes can continue without interruption.
To sum it up:
- The slow resolution of user tickets has a deep impact on employee productivity, satisfaction and commitment, company costs and the efficiency of business processes.
- A blocked user is a less efficient user, which may have an impact on other stakeholders and processes on which its action depends. They are more likely to enter bad data, affecting the company’s indicators and strategic choices.
- Every minute of delay in treating tickets is damaging the overall performance of the organisation.
To prevent ticket resolution times from being too long, there are solutions, and we’ve tried to share some of them in this article.
👉 Most of the time, companies automate their ticket management. But the choice of the solution is sometimes more complex than it seems. Find out more in this article: 6 reasons explaining a lengthy resolution time for your ticket
👉 To find out more about solutions, discover our 14 secrets to solve a ticket in less than 1 hour
