Automatiser la gestion des SLA dans Zoho Desk avec Zoho Contracts
Les équipes du service client s’efforcent d’assurer un support rapide, régulier et fiable pour garantir la satisfaction de chaque client. Les accords de niveau de service (SLA) permettent de clarifier les engagements en définissant les termes et conditions des services pour chaque client.
Toutefois, lorsqu’il faut activer manuellement les SLA pour chaque nouveau client, cela peut ralentir la mise en place des plans de support, provoquer des erreurs et augmenter les risques de non-conformité, ce qui peut affecter négativement la satisfaction client. C’est précisément là que l’intégration entre Zoho Desk et Zoho Contracts apporte une solution.
Zoho Contracts est un logiciel de gestion du cycle de vie des contrats (Contract Lifecycle Management – CLM) qui simplifie chaque étape du processus contractuel, de la rédaction à l’exécution, jusqu’à la gestion post-signature. En intégrant Zoho Contracts à Zoho Desk via Zoho Flow, vos clients sont automatiquement intégrés dans Zoho Desk pour les services de support dès qu’un SLA devient actif dans Zoho Contracts.
Les défis de la gestion manuelle des SLA
Une fois un SLA signé, l’équipe support doit :
- Créer le compte du client dans Zoho Desk
- Ajouter manuellement ses coordonnées
- Associer le SLA et définir le plan de support
Ce processus répétitif est non seulement chronophage, mais aussi sujet aux erreurs, en particulier lorsque vous gérez des centaines, voire des milliers de clients. Une simple erreur à l’une des étapes de création du compte peut entraîner des retards dans la résolution des tickets en raison de délais d’onboarding, voire provoquer des manquements aux obligations contractuelles.
Comment Zoho Desk et Zoho Contracts s’intègrent ?
En intégrant Zoho Contracts et Zoho Desk via Zoho Flow, vous automatisez entièrement le processus de création des SLA. Voici comment cela fonctionne :
- Événement déclencheur - Un SLA dans Zoho Contracts passe à l’état Actif.
- Actions automatisées - Un compte est automatiquement créé dans Zoho Desk à partir des informations du contrat (nom, e-mail, adresse, etc.). Le SLA est ajouté automatiquement et le plan de support approprié est sélectionné pour ce compte.
- Résultat - Le SLA du client devient actif dans Zoho Desk dès l’entrée en vigueur du contrat. Les agents de support peuvent alors traiter les tickets conformément au SLA et au plan de support associé.
Les avantages de cette intégration
Grâce à cette intégration, les équipes de support peuvent commencer à assister les clients immédiatement après la signature du contrat, sans configuration manuelle, ce qui permet de gagner un temps précieux. Les tâches d’onboarding étant automatisées, les équipes support peuvent se concentrer sur l’essentiel.
Libérez votre équipe de support des tâches de configuration des SLA et des plans de support, afin qu’elle puisse se concentrer sur l’excellence du service. Déployez ce workflow d’intégration pour simplifier leur travail.
Consultez la vidéo de démonstration pour en savoir plus. Cette intégration est également disponible depuis Zoho Flow.
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