A company that looks after its customers after the sale, with support contracts, a front desk and four technicians. We follow one request from the email to the visit, and at the end of the month see how much to invoice.
Book 30 minutesEmails to the shared inbox, phone calls, messages to the technician the customer knows. With a few customers it works. With two hundred contracts nobody knows who is handling what any more.
Everyone reads the emails and nobody knows who has already replied.
The urgent request ends up under the ten that arrived after it.
To book a visit you call the customer, then the technician, then the customer again.
Support hours get invoiced when someone remembers.
The customer writes to the support inbox. The ticket is created on its own, with type, priority and company filled in by AI.
Customers with a contract log in with their account, open the ticket and follow the replies.
The front desk assigns it. The technician replies from the ticket, starting from the reply suggested by AI.
If someone has to go on site, the customer books in the technician's free hours. Or the front desk books it by looking at the Team calendar.
After the visit, the technician logs the hours on the customer's support project. A return trip for a forgotten part is marked as not billable.
The project is billed by the hour. At the end of the month it tells you how much to invoice and where the figure comes from.
A customer writes that a piece of equipment keeps stopping, with a photo attached.
Anomaly, high priority, company recognised. The photo is attached.
Elena, at the front desk, passes it to Marco. Marco replies that a visit is needed.
From their account they pick Tuesday at 10, among Marco's free hours.
Marco fixes it in an hour and a half and closes the ticket.
Marco logs 1.5 hours on the customer's support project.
Another 12.5 billable hours, plus one hour for a return trip marked as not billable.
14 hours at €55 make €770. The invoice is recorded on the project.
Until the €770 invoice is recorded, the project stays "To invoice". The hour of the return trip is a cost and does not become revenue.
Tickets are created from emails once you connect the support inbox. How often it is read depends on the plan.
The AI suggests type, priority and reply, using the provider your company chooses and pays for. The technician decides what to send to the customer.
Only customers with an account can book. You decide who receives bookings, in which hours, and whether they need to be confirmed.
The invoice is issued by your accounting software or your accountant. Here it is recorded, so you know what is left to invoice and to collect.
Tickets, calendar and hours also work in the app.
Example built on the modules that exist today. Names and figures are made up.
Tell me how you handle support today. Thirty minutes, no commitment.
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