METRANS Group, a.s., a large transportation and logistics company, faced challenges managing a high volume of customer support requests across various departments. response times, and enhance customer satisfaction. .
The logistics sector is very transformed after Covid-19. For the most part, companies should be transformed and face the challenge of rapid and increased rules and regulations. Quick adoption will put competitors ahead in the race.
Adopting open-source project management tools like Redmine can be a powerful way to integrate new technologies and methodologies. However, at METRANS, their existing Redmine setup struggled to handle the varied demands of their support inquiries. They were looking for a way to work more efficiently, respond faster, and, in the end, make their customers happier.
Challenges with Redmine Helpdesk
METRANS encountered several difficulties in managing its support operations. The company deals with a large number of support requests sent through email, spanning multiple departments like IT, SAP, and Invoice. At first, these emails had to be manually sorted and directed to the appropriate teams, causing bottlenecks and slower response times.
Additionally, while METRANS had an in-house system for certain functions, it lacked a centralised, dedicated solution for handling customer support enquiries effectively.
We have many support email addresses based on a department (IT, SAP, Invoice dep. etc.). All emails are delivered in to one mailbox where is filter to sort (based on recipient address) this emails in to specific folders/subfolders.. Max Devaine, IT Supervisor
Migrate to secure hosting
Don't waste your time on Redmine maintenance. Hire experts and focus on your projects
Redmine upgrade
METRANS implemented RedmineUP's Helpdesk plugin with the CRM plugin address these challenges. The Helpdesk plugin offered a single, unified platform to handle all customer support inquiries, while the CRM plugin made it possible to assist anonymous users by linking their requests to specific contacts.
Key features and benefits:
- Email integration: The Helpdesk plugin seamlessly integrates with METRANS' existing email infrastructure. Support emails are automatically fetched, categorised, and converted into tickets within Redmine.
- Workflow automation: Emails are automatically routed to the appropriate project based on the recipient address, eliminating manual sorting and ensuring efficient processing.
- Canned responses: METRANS utilises canned responses to provide quick and consistent answers to frequently asked questions, saving agents time and improving response times.
- Anonymous user support: The CRM plugin allows METRANS to track and manage requests from anonymous users, ensuring that all enquiries are addressed effectively.
From our experience at Metrans, Redmine, combined with RedmineUP plugins, offers a powerful mix of features, efficiency, and cost-effectiveness. We’re especially eager about the upcoming Redmine 6 release and can’t wait to integrate it to streamline our processes even more.
Implementation and workflow
METRANS implemented a unique workflow leveraging the Helpdesk plugin:
- Centralised mailbox: All support emails are directed to a central mailbox.
- Automated filtering: Email filters sort incoming messages into specific subfolders based on the recipient address (IT, SAP, Invoice dep. etc.).
- Redmine integration: Each Redmine project is configured to monitor its corresponding subfolder in the mailbox.
- Ticket creation: Emails are automatically converted into tickets within the respective Redmine project.
- Agent assignment and resolution: Support agents are assigned to tickets, and they utilise the Helpdesk plugin's features to track, manage, and resolve issues.
As a result, METRANS has achieved several key benefits. Automated email handling and routing have significantly improved efficiency by reducing manual effort and speeding up response times.
Customer satisfaction has also been enhanced, as the centralised tracking and management of support requests ensure that no inquiry is overlooked. Additionally, by leveraging their existing email infrastructure and integrating with Redmine, METRANS has realised cost savings by avoiding the expenses associated with implementing a separate helpdesk system.
Furthermore, features like canned responses and other tools from the Helpdesk plugin have increased agent productivity, streamlining workflows and enabling them to handle more requests efficiently.
Redmine 6 upgrade
METRANS postponed their Redmine 6 upgrade to improve UX/UI, specifically to incorporate a collapsable sidebar, and will also upgrade their RedmineUP plugins.
Overall, RedmineUP's Helpdesk plugin has proven to be a valuable asset for METRANS, enabling them to streamline their customer support processes, improve response times, and enhance customer satisfaction. The plugin's flexibility, affordability, and seamless integration with Redmine have made it an ideal solution for METRANS' needs.
The RedmineUP team will recommend that METRANS explore Kanban for customer support. Using our Agile plugin, they can improve process visualisation and enhance team collaboration.
A big thank you to Max Devaine, IT Supervisor at METRANS, for sharing his valuable insights! We wish him a stable and secure work with Redmine 6.
If your IT team is facing challenges with the Redmine 6 upgrade, consider a maintenance contract or a move to RedmineUP's cloud platform, which offers a pre-configured, secure solution with all essential plugins.
