To some organizations, adopting a new ticketing system can seem like a daunting task. Between upfront costs, potential hiccups, and the time and resources spent retraining your staff (as well as your patrons), there are numerous reasons why switching your ticketing system can feel intimidating, even flat out impossible. The truth of the matter is a smooth transition is an easily attainable goal, and it can be reached through three simple steps- pinpointing current problems, proper planning, and positive thinking.
Before you decide to make a change, your organization should begin by compiling a clear list of issues you’re facing with your current ticketing system. Are there small issues you’ve been “living with” or “working around”? Are there tools or functions you’ve been working without because your current system simply doesn’t provide them? Does your ticketing system feel too involved, or not give you the control you need? All of these are valid concerns that may need to be addressed. If you can clearly address the problems at hand, they may be easier to address when looking for new software.
Make sure you identify the problems you’re looking to fix as well as the weakest points in your operations before you begin your search. Talk to every department to discover what daily issues they currently face. You may find that taking the time to take stock will actually save you time and effort when searching for a ticketing system to fit your needs. This step might also help you determine whether changing software is the answer to your problems, or if internal operational or procedural changes may be the only changes needed. Just remember, you can’t begin looking for solutions if you don’t know what the problems are!
Once you make the decision to switch, the next step is to formulate a clear plan for implementation. Set a schedule for each step of the process, and have clear goals in mind for each phase. This plan should realistically fit the needs of your business and should not be determined by your vendor. For example, some organizations prefer to introduce new software gradually by department, while others need to make a company-wide global change. Determining a realistic timeline for your new system based on your organization’s needs can help everyone embrace the change, and can also help you communicate your needs to your prospective new ticketing service.
Having a plan in order is crucial to your success, but you can’t take action without having a team to turn your plan into a reality. Be sure to communicate the reasoning behind your new software change to every member of your organization and gather input from every department that will be affected by the change. Many organizations choose to appoint representatives from each department (such as managers or directors) that can communicate their needs to the implementation team as well as to their own department.
Inevitably, there will be hurdles to overcome during the implementation process, and your employees may feel a level of frustration. Adopting to change takes time, and expecting it to happen overnight can cause tension between departments. It’s important to maintain a positive attitude throughout the entire process, from start to finish. If your search team and department representatives treat the process with an open mind and willingness to learn, the rest of your employees will follow suit.
Once you’ve made the switch, make sure to keep collecting feedback from all of your departments. Finding out any potential misunderstandings or miscommunications can help you nip potential problems in the bud before they turn into yet another problem to “live with.”
If you hear yourself repeating “that’s how we’ve always done it”, your organization may be chugging along without realizing your true ticketing potential. Don’t let your fear of change hold you back from improved efficiency, increases in revenue, and new and exciting tools for every member of your team!