Customer Review: SMU Healthcare on Ticketing as a Service
- Marc (TeamsWork)
- Aug 3
- 2 min read
SMU Healthcare, a leading healthcare provider in Indonesia, was facing real challenges in managing customer support inquiries effectively. The team needed a streamlined way to track, prioritize, and resolve issues promptly.
To solve this, SMU Healthcare turned to Ticketing as a Service. Since then, the organization has transformed its support operations, achieving faster response times, improved collaboration, and data-driven decision-making.
At a glance
Customer: SMU Healthcare
Website: smuhealthcare.com
Customer size: Medium (50-999 employees)
Country: Indonesia
Industry: Healthcare
Products and services: Cardiology and Imaging
Customer Challenges
SMU Healthcare was facing significant challenges in managing customer support inquiries effectively. Without a system in place, response times lagged and the team struggled to track and prioritize issues.
As inquiry volume grew, this hindered the team's ability to provide timely assistance and started to affect overall customer satisfaction. It became clear that SMU Healthcare needed a more efficient, structured approach to managing customer support.
Partner Solutions
Ticketing as a Service gave SMU Healthcare the features and functionality needed to manage customer inquiries effectively. With an intuitive interface, the team can create, assign, and track tickets, so every inquiry is routed to the right department and assigned to the right agent.
Built to work natively inside Microsoft Teams, the app also brought single sign-on and chatbot notifications, strengthening team collaboration and efficiency.
"Through the streamlined workflows and improved collaboration offered by the ticketing app, agents were able to handle and resolve tickets more efficiently." — SMU Healthcare
Customer Benefits
Customers now receive timely, personalized assistance, which has increased satisfaction levels. The ticketing app also fosters seamless collaboration among the support team, improving the overall quality of support.
The data and analytics built into Ticketing as a Service give SMU Healthcare's management valuable insight to proactively address recurring issues, optimize support processes, and continuously improve customer support operations.
"We saw a significant improvement in our First Response Resolution (FRR) rate. By resolving customer inquiries during the initial interaction, we enhanced customer satisfaction and reduced the need for follow-up interactions."
"The continuous monitoring of customer satisfaction ratings allowed us to identify areas for improvement, address recurring issues, and ultimately achieve higher levels of customer satisfaction and loyalty." — SMU Healthcare
TeamsWork is a Microsoft Partner Network member, and their expertise lies in developing Productivity Apps that harness the power of the Microsoft Teams platform and its dynamic ecosystem. Their SaaS products, including CRM as a Service, Ticketing as a Service and Checklist as a Service, are highly acclaimed by users. Users love the user-friendly interface, seamless integration with Microsoft Teams, and affordable pricing plans. They take pride in developing innovative software solutions that enhance company productivity while being affordable for any budget.
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