3 Ways to Ensure Complete and Accurate Salesforce Case Time Tracking

3 Ways to Ensure Complete and Accurate Salesforce Case Time Tracking

Salesforce Cases are extremely important to your customers because they help them get their issues with your product or services resolved. Today, customers demand personalised service through their journey with their vendors. And often, it is customer service and case management that sets a company apart from its competitors. So it is critical for businesses to handle cases seamlessly to build an excellent customer service reputation.

Using Salesforce Case Tracking is a great way for you to manage your customer issues and provide them with great service. Case Management helps you leverage your support services and improve your customers’ experience as they engage with your business. Salesforce case time tracking is a key metric that your business can use to ensure higher customer satisfaction and more efficient operations. 

If you are a technology company, then handling customer service Cases may be more complex than in other industries. In addition to multiple levels of Customer Support agents spending time on a specific customer case, you may also require your Professional Services Team or an Installation team to check on specific changes that they may have made during the installation process. You may need your software development team to spend time on the Case. And neither your Professional Services team nor your development team may be using Salesforce. As a Customer Services Manager, how do you get a complete and accurate view of the total time spent on a Case? 

With the TimeTracker for Salesforce, we give you simple ways for your teams to track time directly to Salesforce Cases. If your software development team uses Atlassian’s Jira for issue tracking and management, then we have a simple way to integrate Salesforce Cases and Jira issues. We give your PSA team a simple web-based application to track any time spent directly to Cases. And for your Customer Service agents working inside Salesforce, we have Automatic Timers that work both on Cases and on the Lightning Case Console. So let’s look at how each of these work. 

1. Tracking Support Agent Time 

Your Support Agents are busy people with calls, chats emails coming in all the time. So you want an easy way for their time to be tracked. With our easy to add Automatic Time Tracking Lightning components, your support agents don’t even have to think about Starting / Stopping timers. With the Automatic Timer configured on your Case View page, every second of the time that an agent spends on a Case record is automatically tracked. Nothing to click, nothing to update. Your Support Agents continue to work within the Salesforce Case as they would normally. All of their time is automatically tracked to the Case. And the Lightning components work, whether your agents open individual Cases or use the Salesforce Case Console. Our Automatic Timer works across multiple tabs, allowing your Support Agents to work on multiple Cases at the same time. You can easily configure whether the time for each Case should be tracked simultaneously or not.

2. Tracking PSA / Installation Team Time 

If your PSA or Installation teams need to get involved on the Case, then our simple web application allows them to track the time that they spend on a specific Case. The time that they record on the TimeTracker Web app is automatically passed through to Salesforce and logged against the Case. So now you have the additional time spent by your PSA / Installation time in Salesforce too and logged right to the Case that they worked on. Your users can track their time as they work on the Case as in the attached screenshot here. They can also track the time that they spent on multiple Cases on a simple multi-line screen.

3. Tracking Development Team Time

And now to your development team. If they are already tracking their work times within Jira Worklogs, then the TimeTracker for Salesforce has a simple webhook that automatically pulls those Worklogs into Salesforce. By integrating Salesforce Cases and Jira Issues, you can create a seamless workflow for issue resolution. When a customer support representative identifies a bug or a technical issue reported by a customer in Salesforce Cases, they can create a corresponding Jira Issue directly from the case. This integration enables a smooth handoff between support and development teams, ensuring that issues are tracked, prioritized, and resolved efficiently. Since the Salesforce Cases are now directly created as Jira issues, the time spent on those Jira issues can now be pulled back into the Salesforce Case. Our webhook can be scheduled to pull Worklogs from Jira at a frequency that you want.

Conclusion

Now with the time spent by your Support Agents, your PSA team and your development team all in one single repository in Salesforce, your reporting and analysis on Case handle times becomes a cinch.Whether you want to monitor the status of a specific customer Case or measure how quickly cases are being resolved, you can now do that with all the tools that Salesforce Reporting gives you. You can use the Case data to identify trends in customer cases and prioritize the Cases based on urgency.

With our Case reporting, you can now figure out how long it takes for each stage of the process from Case Initiation to Resolution. You can also analyze time spent on different types of Cases. You can then use this data to pinpoint areas of improvement to reduce response times and improve customer satisfaction. So now you have everything within Salesforce to track Case times and resolutions so you can better understand your customers’ requirements and  optimize your operations for maximum efficiency.

You can read how MercuryGate International the leading transportation management software provider was able to plug revenue leakages for paid Support Cases with the TimeTracker for Salesforce.

Photo by Patrick Tomasso on Unsplash

5 reasons to go green with mobile time tracking

5 reasons to go green with mobile time tracking

Eliminating paper timesheets, physical time reports to your payroll agency/department, physical paychecks and paper pay stubs are huge steps towards a green organization. In fact, most studies reveal that employees prefer receiving their checks and payroll stubs electronically.

Done right, implementing an end-to-end green path from time tracking to payroll deposits is a win-win for everyone. Let’s start with just the time tracking side of the process.

The endless paper trail

Have you looked closely around your office lately? How much of that paper lying around is for paper timesheets and paper Paid Time Off (PTO) requests? Chances are that it’s quite a lot. And have you ever looked through some of those time cards and thought that it looked worse than your doctor’s squiggles? And have you had your payroll supervisor complain on payroll day that they don’t have all the paper timesheets back from employees? You could suggest using hours from memory, but you could end up over or underpaying employees, which isn’t good for anyone. So what do you do?

Sustainable time tracking

If you are stuck in that frustrating cycle, then making the move to a mobile / web-based time tracking system can eliminate many of those frustrations. Think about how much you spend on buying the paper every year. And how much more on filing, finding, and searching for relevant documents. This is where a huge amount of time, energy, and paper (and therefore money) is wasted while increasing the amount of garbage that your company generates.
PTO on different platforms - Mobile, web, SalesforceA simple mobile time tracking system helps reduce the headaches and wasted effort involved with paper timesheets. Here are some terrific benefits that you get with a mobile/web time tracking system:

  • Save employees and businesses time and effort with 100% accurate online timesheets
  • Decrease payroll errors with always available timesheet data
  • Eliminate time and effort in the PTO request and approval process
  • Reduce the cost of paper supplies and waste generated
  • Eliminate rounding errors, buddy punching, and illegible time cards.

Increase payroll and invoicing efficiency

Most certainly, you have a payroll budget. So how can you reduce the errors that

inevitably creep in? How can you make the process as smooth as possible. Accurate time and PTO tracking is a major factor in eliminating payroll errors. You want to make sure that your employees are paid accurately for the time that they’ve worked, But you also want to make sure that you are not paying for the time that was not worked. A mobile time tracking system ensures that all employee time is tracked accurately at the time that it was done and that all-time tracking data is automatically synchronized in the cloud. So your payroll team and managers have access to the data immediately, right within your office, regardless of where your employees may be working.

With all data in a single centralized repository, you can easily export simple time tracking reports to your payroll system, ensuring that there is no dropped data or errors in data entry. And you can make sure that every minute is accounted for and billed because you have all the time tracking data for your employees in the same repository.

And all this with no paper anywhere. From your employees mobile phone/webpage to your central repository to your invoicing and payroll systems. All electronically! And because it’s all in the cloud, you are not increasing the carbon footprint within your premises.

Going green makes perfect sense!

Sometimes making sustainable changes in your company is difficult. But signing up for a mobile and web time tracking solution on the cloud is easy and effective. The TimeTracker is designed to make life easier for small and medium businesses while accurately tracking employee hours, wherever they may be working. And helping the environment at the same time.

Save time, save money, and save the earth! Now that’s an easy decision, isn’t it?