Whether it’s banking, brokerage, mortgage, insurance or other wealth management companies, financial services is on the rise to become the fastest growing industry. These organizations are in need of software that can streamline their operations and deliver seamless support. Financial services need solutions to securely manage their client data, provide one-on-one support to their clients, a knowledge base to answer questions, and project management to deliver internal projects in a timely manner.
OneDesk is a combination of HelpDesk and Project Management in one application. With OneDesk, you can support your clients and manage projects without the need to purchase, learn, integrate, and switch between multiple applications. OneDesk makes it easy for you to provide proactive support, resulting in better communication and stronger client relationships. In terms of project management, OneDesk allows you to create tasks and organize them into projects or portfolios, which can then be assigned to your team members and tracked in multiple viewing layouts.
In this panel, you can create projects and portfolios. These portfolios act as containers for your projects. Portfolios can be titled according to the customer name, client organization, the project type, or the departments in your operation managing the assigned projects.
For example we created a portfolio based on the name of the organization, beneath the portfolio we have the project called Online Banking. This project contains all the client inquiries in regards to online banking. As you can see, we have already received some tickets such as Account Inquiries, Online Cheque Deposit Issues and Money Transfer Error.
This will allow you to organize the projects related to their respective portfolios. You can then monitor how the projects are progressing in this specific portfolio.
In each of these projects, you will be able to view the client support request & planned assignments using the Tickets and Tasks applications.
As financial services shift to digital platforms, clients are more likely to communicate their needs via online channels. Whether your clients choose to engage with you by email, live chat or web forms, OneDesk captures support tickets from all the channels into a single unified view. Tickets can be captured in multiple ways.
The first way is by auto-forwarding your support email to the email address found here. When a client sends an email to your support email address, OneDesk will capture that email and generate a ticket. All the critical information in the email will be captured on the ticket.
The second is by receiving a request through the live chat application. OneDesk’s live chat application is a customer-facing application that promotes communication with your clients in real-time. The app is configurable in its look—you can customize the chat window with your logo, company colour scheme, and add a BOT avatar. Once the client messages you via live chat, your team members can view this in their Messenger application, reply, and create the ticket from the conversation. In doing so, OneDesk links the ticket and conversation together, enabling your team to view all the necessary data from one platform.
Anytime a client sends an email request, OneDesk automatically creates a customer record and categorizes the requester of the ticket according to their organization. Alternatively, your clients can contact you via web forms that capture all the information and generate tickets on your dashboard.
Your clients can access your portal to ask questions about standard procedures. These questions could be about opening or closing a bank account or about loan approvals, which can then be submitted to you via webforms.
Once submitted, your clients can communicate with your team members and review their tickets. To maintain the confidentiality of this information, you can require your clients to sign in to the portal to track their support tickets’ progress. Additionally, you can control what your clients can see and provide role-based access to handle confidential information. You can also enable viewing options for clients to filter tickets according to ticket request type, the project it belongs to, and more.
Webforms can capture all the necessary information from your clients and generate tickets on your dashboard. You can also make custom workflows that start with these forms.
The default web form looks like this. To customize this webform, click here. You will be able to set certain fields as required, rename existing fields, and add additional fields, including custom fields.
For example, you can create a webform for clients who may have questions about your investment programs. They can navigate to your customer portal and select the webform titled ‘Investment Programs.’ You can then add the standard or customized fields to capture the appropriate information needed to resolve the ticket. You can also configure these fields to be required to ensure all necessary information is captured.
Once your client completes the selected webform, you will generate a ticket in your Ticket application in OneDesk.
The ticket allows you to see the details that were filled out on the webform. You can then assign this ticket to a specific individual, team or department. OneDesk allows you to assign multiple team members and departments to a ticket. However, you can eliminate manually assigning teams through automating the process.
OneDesk can automate your workflow and eliminate any manual intervention to route tickets to the appropriate team or project. With OneDesk’s Workflow Automations, you can route items to teams and projects, auto-reply to clients, add custom notifications, and much more.
Many financial service organizations utilize OneDesk’s Workflow Automations to set up auto-assignments to maximize efficiency. The way to do this is by navigating to your administration settings and clicking on the ticket tab.
You can create new workflow automations or edit an existing one. [show how to make it and mention that you will assign it by round-robin]. For instance, if a potential client submits an inquiry about Small Business Loans, you can route this ticket to your Loan Operations department and rotate between users each time a new ticket is created. An evenly distributed ticket rotation will allow you to provide the best service to your clients.
Another way to increase your efficiency is by using automation to notify your clients about the updates of their requested tickets.This will keep the client in the loop and eliminate the need to send emails to inquire about the ticket status.
At OneDesk, we understand that communication strengthens relationships with your clients. Therefore it is necessary to follow up on emails and provide your clients with the 24/7 support that they need.
If clients want to follow-up on their ticket, they can either respond via email or create conversations directly from the portal. This message will appear in the messenger and will also be linked to that specific ticket.
Your team members can reply to this existing conversation to communicate with the end-user or create internal messages for their team members. Internal conversations are hidden from your clients as it is displayed as an ‘Internal Reply’. This is useful in a financial service setting as collaboration plays a major role in the decision making process.
Additionally, clients can also initiate engagement through the Livechat application feature in OneDesk. The live chat enables your clients to send attachments and carry out conversations in real-time. Since chat formats are instantaneous in nature, questions or problems can be resolved immediately by your team members. Apart from that, OneDesk’s live chat feature timestamps the conversation, which helps your team check conversation time in case of any dispute.
Financial organizations work on multiple projects at the same time. Some of these projects are elaborate and need to be broken down into simple tasks. Tasks highlight the project management side of OneDesk and can be defined as work that requires careful planning and execution. In OneDesk, you can convert a ticket into a task or simply create a new task in the Task application. Next, let’s take a look at the project management side of OneDesk.
Your team members can log their time on tasks in OneDesk and enter the percentage complete of the assigned tasks. Work is logged by creating a timesheet or running a task timer. When submitting a timesheet, you fill out how much work was done, the current status of this item, percentage complete, etc.
To qualify for small business loans, the borrower must provide all required documentation to the financial institution. These documents are then approved according to the checklist provided by the bank. This checklist of required documents also becomes projects for the financial institution as loan officers analyze the documents and run reports for the clients. In OneDesk, you can create a project for such programs and break down the project into simple tasks. You can then assign these tasks to your expert team members or departments, who are best qualified to expedite the process.
To quickly approve the loan application, financial organizations need to collaborate with multiple teams and departments. For instance, the loan officer may need to contact the credit monitoring department, who will then run the client’s business credit report. Similarly, each step may require collaboration or assistance from another team. In OneDesk, you can carry out conversations from the task forms. This enables you to engage with all parties and helps you make decisions unilaterally. Apart from carrying out conversations, you can also attach and send important folders to multiple individuals or teams, allowing them to locate the attachments and download them into their computers quickly.
You can organize your tasks inside the project structure or add them to different folders or portfolios within the project. You could create a project template for similar recurring projects, such as the Mortgage Approval Process or Life Insurance Policy Loans.
Simply clone the project each time you work on a similar project. That way, you can have an existing template in place, each time you work on these recurring projects. It is especially useful since you have the option to select the items and properties you wish to copy from the original project to the clone project.
You can use the standard or customized viewing options to monitor the progress of these tasks. The standard viewing layouts in OneDesk are as follows:
The Tree view arranges tickets or tasks in a hierarchy.
The Flat view shows the tickets and tasks without the hierarchy structure.
The Gantt chart shows your planning versus your actual work and allows you to create task dependencies to lead your team members to finish one task before starting the next.
The Status board arranges all the tasks by their lifecycle statuses. You can drag and drop the task to change its status.
The Calendar view displays all the tasks’ schedules to keep you informed when a task is due.
The Dashboard organizes all the tickets in the form of graphs and pie charts. These charts can be downloaded in different formats. You can use the charts for your reports and presentations for your clients.
On OneDesk, you can create all the views you need to help you manage your tickets and tasks. My Views allow you to customize views according to your requirements. To create your personalized views, you need to select a layout and add filters, groups and columns.
Whether you are a banker, advisor, broker, insurer or any other financial professional, you can extract data and create reports in OneDesk using pre-created templates or customizing your own. These reports can be downloaded in Excel sheets and PDFs and emailed to your team to keep everyone updated.
Timesheet reports are especially useful when working on complex projects. This is because you can get an idea of how project time was utilized towards different task types and whether spending that time was justified. As a result, you can take the necessary steps to improve your project planning abilities and better manage your project billing hours.
OneDesk allows you to create timesheet reports, which are CSV files that can be imported in Microsoft Excel. These reports are data records of timesheet properties presented in a tabular data format. Item name, priority, billing type, requester name are some necessary information that can be shown within the timesheet reports. However, other critical information, such as the percentage completed, can be displayed for internal reporting. OneDesk timesheet application allows the administrator to delve deeper when creating reports. Therefore timesheet reports could exhibit internal data such as assignee name, the appointed team and more.
It is important to present accurate financial reports to your clients. With OneDesk, you can easily integrate with accounting services such as QuickBooks and Freshbooks and complete all your work in one platform. Additionally, you can also integrate with other applications. OneDesk has its in-built integrations that allow you seamlessly integrate with other services. You can also integrate with the 2000+ applications supported by Zappier.
You can also create more in-depth reports in OneDesk.
You may be wondering how all parties can stay up to date. By default, email notifications go out to the ticket followers for any status change or message you send. Similarly, your clients can look for updates in their customer portal, and additional notifications with Workflow Automations can be established.
OneDesk has all the capabilities to streamline your workflow. With OneDesk, you can capture, automate, manage and track your support tickets, allowing you and your team to take the necessary measures to resolve the problem immediately. With OneDesk’s project management features, you can assign work to the appropriate team and track your projects’ progress in multiple viewing layouts.
Your team members can submit their timesheets for all their work, enabling you to better manage your hours. In addition, OneDesk also helps to keep your clients in the loop. Through customer applications such as web forms and customer portals, your clients can contact you with specific requests, eliminating the problems associated with long email threads. Additionally, with OneDesk’s knowledge base, clients can access self-service articles and reduce your ticket load significantly.