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Znuny Professional Services

The ((OTRS)) Community Edition Fork with long-term Support (LTS)

Strengthen Customer Relationships

Building strong relationships with customer knowledge is a key factor for success in any business. Customer knowledge refers to the information and insights that a company has about its customers, such as their needs, preferences, behaviors, and feedback. By collecting, analyzing, and applying customer knowledge, a company can improve its products and services, enhance customer satisfaction and loyalty, and increase its competitive advantage.


Some benefits of building strong relationships with customer knowledge are:

  • It helps to create personalized and relevant offers and experiences for each customer, boosting conversion and retention rates.
  • It enables us to identify and anticipate customer problems and needs and provide proactive solutions and support, which can reduce churn and increase referrals.
  • It fosters customer trust and credibility, enhancing brand reputation and advocacy.
  • It facilitates cross-selling and up-selling opportunities, which can generate more revenue and profit.


To build strong relationships with customer knowledge, a company should follow these steps:

  • Define the customer segments and personas that are most valuable and relevant for the business, and understand their characteristics, goals, pain points, and motivations.
  • Collect customer data from various sources, such as transactions, surveys, feedback forms, social media, web analytics, etc., and store it in a centralized database or platform.
  • Analyze customer data using various methods and tools, such as segmentation, clustering, sentiment analysis, predictive modeling, etc., and derive actionable insights and recommendations.
  • Apply customer insights to design and deliver customer-centric products and services and personalized and engaging marketing campaigns and communications.
  • Measure and monitor the impact of customer knowledge initiatives on key performance indicators (KPIs), such as customer satisfaction, retention, loyalty, advocacy, revenue, etc., and optimize them accordingly.
  • Continuously update and enrich customer knowledge by collecting customer feedback and incorporating new data sources and technologies.

Do it with Znuny

Znuny offers your support organization the tools to build solid and lasting customer relationships. Each contact with a customer user results in an organized and transparent record of the request. Articles displayed in the article tree give you insight into the customer's needs and moods. Some articles, marked as internal, also provide the agent insights into interactions within the departments, showing the agent precisely who may be an expert in the subject pertinent to this customer. This enables your agents to efficiently solve current and future requests and become more intimate with the customers' unique needs.

View the Records

In addition to the articles of past and current service records, the telephone agent creating a ticket is automatically presented with a list of previously entered requests during ticket creation. Immediate access to the most recent requests empowers your agents. They can show empathy to customers who may have recently reported significant issues, accredit a current request to any newly opened request, and even solve requests based on past requests presented to the agent. This type of heads-up information can speed up issue creation and strengthen the customers' relationship, as the customer feels essential; this is especially impressive to a customer when speaking with unknown agents.

Customer History as seen in Telephone Ticket

Analysis of the customer, or an individual customer user, experience with your organization can be done anytime in the customer and customer user interfaces.

Visit the Dashboards

They provide quick insights into the status of all requests, current and past. A quick search in the search toolbar gives the agent, supervisor, or key account managers access to the entire list of registered customer users for any company or individual user. You can add new customer users or quickly create a ticket for a registered user. During a callback, in an open issue, it's always an excellent option to call up the customer user information center. You can efficiently address and update other requests. This speedy retrieval of information and the ability to add notes to requests lends agency to your servicing agent to improve customer relations, especially in an escalation call.

Read more on Add-on Management

Built-in reporting will aid in gaining even more insight based on required metrics like assigned services, requests per contract period, or top requesters. Add-ons, such as the freely available survey module, form the basis for an open channel of communication about experiences, recommendations, and requirements. Lastly, workflow management, using processes, builds a "We” culture through customer participation in record creation and data collection.

BPMN Example

Using ticket notifications and activity dialogs, your engagement morphs from a simple one-shot email or phone call to a full-blow integration in customer incident, change, or service request processes. Interfacing with your B2B or B2C customers has never been more satisfying.