9. October 2017
This is how we work at edr software – networked, open, IT-supported. Or what do we have to do with ants at edr software?
Find out how edr software benefits from the idea of collective intelligence and which tools are used here.
More intelligent in a swarm?
Have you ever watched the fascinating formations of a flock of birds in the sky? Or watched a metre-long ant trail of eager little ants purposefully making their way along the shortest path to a tempting food source? Then you must have asked yourself how they do it. Sure, they have a plan. Don’t they?
Birds and ants are certainly not little strategists. Rather, they act according to simple rules. What is commonly referred to as swarm intelligence only emerges collectively. Without any central control, but highly organised and in constant interaction with each other, a problem is solved that far exceeds the capabilities of the individual. Intelligence is not shown here as the ability to understand facts and contexts in order to solve problems, but rather in the ability to build up a collective memory to solve problems in the group.
But what do organisations learn from ants? And what does this have to do with edr software?
Future-oriented companies that need to react flexibly and dynamically to changing environmental conditions can benefit from the idea of collective intelligence. An organisation no longer lives from hierarchical control, but allows individual employees more self-organisation and personal responsibility and creates opportunities for networking and knowledge sharing both within and outside the organisation.
Numerous successful campaigns that can be summarised under the heading of open innovation show just how valuable opening up to the outside world is in the innovation process. BMW’s Co-Creation Lab and Procter & Gamble’s ‘Connect+Develop’ programme are just two examples that rely on the wisdom of the many.
At edr software, we follow the example of the ants and have created a structure with clear processes and simple rules that allow our employees to work in a self-organised and highly networked manner and always stay close to the customer. We are supported in this by some valuable software tools.
Which tools help us to stay flexible?
Slack – the team communication of the 21st century
Email was yesterday, already slacked off today? That’s our motto. Direct communication is the be-all and end-all for us. That’s why we slack instead of emailing. And in doing so, we halve the daily flood of emails.
Slack is the ideal platform for us to bundle our internal communication. It helps us in particular that every employee can view the complete communication history for a specific topic or project. Even an employee who joins a project at a later date can get a picture of the current status quo in the shortest possible time and doesn’t have to fight his way through an e-mail jungle.
How do we use Slack?
- Channels
Slack offers the possibility to open channels for all kinds of topics. Whether channels for projects, specific topics or departments – we use Slack to optimally organise our communication within the team. This allows us to create the greatest possible transparency internally. We can also use private channels for sensitive information, which are only accessible to invited team members
- News
Slack can also be used for uncomplicated 1:1 communication, as everyone is used to from writing emails. So if a topic only affects a small group of recipients or just one person, the ‘Direct Messages’ function can be used.
Freshdesk – Realised customer proximity becomes possible
In addition to transparency in internal communication, direct proximity to our customers is important to us. On the one hand, we want to provide reliable and fast customer support; on the other, we integrate suggestions from our customers into our continuous innovation process.
To ensure that we are always close to our customers, we have opted for a powerful support tool. Freshdesk allows us to respond quickly and competently to our customers’ enquiries. At the same time, the security of sensitive customer data and efficiency are our top priorities.
How do we use freshdesk?
- Leistungsstarkes Ticketing
Ticketing is the linchpin for us. Regardless of whether the contact request is made by phone, email or directly via our Support Solution Centre – every request automatically becomes a ticket in our helpdesk. Here, every customer request is categorised, prioritised and assigned to the right people in our team. This guarantees fast processing. True to the motto ‘all roads lead to Rome’, there is more than just one route to customer support.
- edr software Website
In the support area on ourWebsite, a support enquiry can be made simply and easily by clicking on the enquiry button on the left-hand side of the screen.
Direct link to the Support Solution Centre
The following link takes our customers directly to our Support Solution Centre:
https://edrsoftware.freshdesk.com/support/solutions
A new support ticket can also be easily created here. If you are not yet registered on the platform, you will receive an automatic registration email when the first ticket is sent. This means that nothing stands in the way of tracking your own ticket.
Call and e-mail
If an enquiry reaches us via our support hotline on +49 (0) 89 540 23 48-30 or by e-mail to support@edr-software.com, our service staff will automatically create a new ticket.
- Support documents
In addition to ticketing, our Support Solution Platform bundles all relevant information on web access via Citrix and our solutions in day-to-day operations.
DocuWare – always and everywhere important documents under control
Not only have we been a DocuWare Gold Partner since 2014, we also use the market leader’s smart solution internally for our document management. This not only saves us valuable time, but also spares our nerves. We use DocuWare for everything from personnel files to archiving e-mail communication and, of course, invoices. Especially in the ‘invoice receipt’ process, a digital invoice process (approval workflow) can achieve greater efficiency for the entire team with little effort. All invoices are digitally assigned, checked and automatically transferred to the ERP system for payment.
Since then, we no longer have long searches for documents, chaos in the joint processing of documents or an acute space problem.
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