Logiciel SAV PME — Tickets liés au CRM, SLA, CSAT

I Who it’s for

A support system designed for SMEs with recurring support needs, not for 200-agent call centres.

Isolated ticketing from your CRM is one of the most costly silos: your sales rep doesn’t know your best customer just opened a critical ticket. Three profiles keep coming up.

E-commerce merchant

Returns, refunds, missed deliveries — your support is overwhelmed with repetitive requests that all look the same.

Automatic categorisation, response templates, self-updating statuses. Recurring questions are handled in two clicks, freeing up qualified time for complex issues.

SaaS publisher

Bugs, feature requests, onboarding issues—your clients need fast, traceable answers, especially for paying accounts.

SLAs configurable by subscription tier, automatic escalation, direct link to the account sheet. The service delivered matches the paid tier.

Service provider (consulting, construction, maintenance)

Your support is part of the contract. Post-delivery requests get lost between email, phone and WhatsApp.

Centralised tickets, linked to the project, contractual deadline tracking. No more "you promised to call back last week".

II Customer support linked to CRM

Each ticket enriches the customer record, and alerts the sales rep before churn.

The visual breakdown below: the reality of customer support without tools, what Orizen centralises (tickets, statuses, SLAs, escalation), and how CRM integration turns a ticket into actionable sales intelligence.

The reality without a customer service tool

Customer support without tools,
is chaos.

Here’s what your teams — and your customers — experience every week without support software.

Tickets lost in emails

Customer requests land in ten different inboxes. A team member is away, the ticket goes unanswered for three days. The customer calls back, frustrated.

No visible follow-up

No way to know how many requests are pending, which are urgent, who is handling them, or how long they have been waiting. The manager is flying blind.

The customer follows up 3 times

Without automatic acknowledgements or status updates, the customer sends an email, then another, then calls. Each follow-up damages the relationship and ties up your team.

Overwhelmed team

Without automatic prioritisation, your team handles the latest email, not the most urgent. Strategic customers wait as long as cold leads.

Features

Orizen centralises
your customer support.

One place for all your support, natively connected to your client records

Tickets linked to CRM client records

Each support ticket is automatically linked to the customer record. Your team sees the full relationship history—orders, invoices, past exchanges—without switching tabs. The context is there, the response is better.

Linked to CRM Customer history Full context

Real-time statuses

Open, In progress, Awaiting customer, Resolved — every ticket follows a clear cycle. Your team knows what to handle, and customers get automatic updates at each step.

Clear workflow Auto notifications

Assignment to a team member

Assign tickets to the right profiles based on request type, availability or client. Automatic escalation notifies the manager if a ticket exceeds the configured deadline.

Auto-escalation Responsible notified

Full exchange history

Every response, internal note, attachment and status change is saved on the ticket. A team member can pick up a case without re-asking the client for the same information.

Full traceability Internal notes

Configurable basic SLAs

Set a first-response deadline and a resolution deadline per ticket type or priority level. Orizen automatically alerts when an SLA is about to be breached.

Configurable deadlines Overrun alerts

Support ticket created

Enriched customer record

Satisfaction score updated

Sales rep alerted if dissatisfied

Connected to your CRM

Each ticket enriches
the customer relationship.

Customer support isn’t a standalone feature in Orizen. Every ticket is linked to the customer record, contributes to their satisfaction score, and alerts the sales team if the relationship deteriorates.

Real-time satisfaction score — calculated from ticket volume, nature and resolution time.

Sales rep notified if client is dissatisfied — a proactive alert before the client leaves silently.

Customer support history visible in the customer record — the sales team knows the pain points before every meeting.

Zero third-party tools — everything is native in Orizen. No Zendesk, no Freshdesk, no complex setup.

III How it works

From an overwhelmed support inbox to an organisation that breathes.

Three clear milestones: first tickets on Day 1, automations + commercial alerts in Week 1, and SLAs + CSAT metrics in Month 1.

Day 1 — The first tickets

Your support emails become tickets

support@ email connected to Orizen
Ticket categories tailored to your business
First tickets assigned automatically

Week 1 — Automations take hold

Sales reps see their accounts’ tickets

Response templates for recurring questions
Commercial alerts on strategic accounts
Human support video call with Orizen included

Month 1 — Measurement and SLAs

You know exactly where you stand

SLAs set by client types
First consolidated CSAT metrics
Team/month/request type comparison

IV FAQs

Answers to the questions we’re asked most often

What is the difference between customer service and customer support?

The two terms overlap. Customer Service (SAV) traditionally covers technical issues and complaints about a delivered product. Customer support is broader: it includes customer service as well as guidance, usage questions, and light commercial requests. Orizen does not distinguish between them in its interface — it is the same module with adaptable ticket categories to fit your business.

How much does SME customer service/support software cost?

The French market for dedicated tools (such as Zendesk, Freshdesk, HelpScout) ranges from €15 to €80 per agent per month. Orizen Customer Service is included in the ecosystem, so no extra cost for users already equipped with the CRM. This is especially useful when your sales team needs to see tickets opened by their customers — without switching interfaces.

How can I reduce my response time to customers?

Three concrete levers: (1) Automatic categorisation of incoming tickets → Orizen AI suggests the most relevant category and agent. (2) Response templates for recurring questions (typically 30–40% of volume). (3) Internal knowledge base so new hires quickly access standard answers. Combined, these three levers reduce response time by 30–50% in most SMEs.

How do I measure customer satisfaction after a ticket?

Orizen automatically sends a short CSAT survey (1–5 stars + open comment) after each ticket resolution. The average response rate is 20–35%, which is enough for statistically useful insights. Ratings feed into a dashboard, and every poor rating is immediately escalated to a manager for follow-up.

Should my sales team be notified about tickets from their accounts?

Yes, and it’s a key Orizen USP. When a strategic account opens a ticket—especially if priority is high or satisfaction is low—their assigned sales rep receives an alert. They can anticipate a follow-up call or step in to address frustration before it costs the client.

How can I manage SLAs (response time commitments) without the hassle?

Define 2 or 3 simple SLA tiers (e.g. Standard = response within 4 hours, Premium = within 1 hour, Critical = within 30 minutes). Orizen automatically assigns the SLA based on ticket category and the client’s subscription level. Agents see a visual countdown, and managers get real-time alerts for SLAs at risk of breach.

V Our conviction

Customer support isn’t a cost. It’s your most effective salesperson.

Most SMEs see customer support as a cost to be minimised. That’s true from an accounting perspective, but false from a strategic one.

A well-treated customer returns. They buy more. They recommend. Acquiring a new customer costs 5 to 7 times more than retaining an existing one. And the moment of truth for loyalty isn’t prospecting or the quote — it’s the first support ticket.

We’ve seen too many customer service teams treated as a necessary evil—understaffed, using makeshift tools, with blind KPIs. Only to find, months later, that the best customers had left quietly, worn out by the experience.

So we linked support to CRM in Orizen. Not to measure more, but to turn every ticket into an opportunity: a chance to reassure, to build loyalty, to understand what can be improved. Support becomes a sales channel, not an inbox to ignore.