Lawo says it will introduce new customer-facing features to its service management system from Jan. 1, to streamline support workflows for customers and partners.
According to the company, the updated system will allow users to share ticket information more easily with colleagues across different locations, including other buildings, cities or countries. Lawo says the portal will also support join, move and leave participation, enabling engineers to be added to or removed from tickets for limited periods as needed. Customers will also be able to see which colleagues currently have access to a given support space.
As part of the update, Lawo says that all new service tickets — including RMAs, service requests and project-related bug reports — will need to be created through its Customer Portal from Jan. 1. The company says this change is intended to make support cases more straightforward to manage and to speed up response times.
Once a ticket has been submitted, Lawo says ongoing communication can take place either directly through the portal or via email, by replying to notifications generated by the ticketing system.
Lawo acknowledges that creating tickets through the portal may initially appear more time-consuming for users. However, the company says the structured information required at submission reduces the need for follow-up emails and allows its support teams to respond more quickly.
Lawo says customers can contact the company directly with any questions about the updated support process.
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