We work in your systems, and your team finds every contact there.
Our customer service advisers use your CRM or ticketing system with their own approved accounts. Every contact is documented in the client’s system.
This is how we connect to your CRM or ticketing system.
Clarify access and permissions
Together with your IT team, we define which roles and permissions our team needs. Access is limited to what the task requires.
Set up workstations
In the technology and workstations phase, we set up and test the connection. Only then does training in the live system follow.
Pilot and start
In the pilot, we check workflows and documentation before live operation begins. During hypercare, we then steer daily for at least four weeks.
Your data stays in your system – we work within it.
Documentation on the client side
Every contact ends with an entry in your system. Your team finds the case history where it already works.
Audited against the standards that matter here.
Certificates of aLIVE Support S.R.L., issued by ISOTRANS, valid until 06.09.2027.
This goes well with it.
Questions about CRM and ticketing integration.
Question not listed? We reply within one working day.
With the system you already use. We clarify with your IT team at the kick-off which accounts, roles and interfaces are needed. Tell us your system and we will describe the integration route in concrete terms.
You or your IT team create the accounts, following the principle of least privilege. We report who is signed off when and who leaves. Nobody works productively without documented sign-off.
For outages, our business continuity plan applies, with four incident levels and a fixed reporting line to you. We agree before the start how contacts are recorded during an outage and documented afterwards.
Yes. We then work with our own technology and agree with you in what form you receive cases and reports. A later move into your system is possible.
