Last Updated on 1 October 2025 at 17:53
Who hasn’t experienced this frustrating situation: you write or contact the customer service desk or a phone hotline to log an issue. After having clicked the “Submit” button, you may receive, if you are lucky, a very kind message on your screen like “Thank you for having contacted us. Have a nice day.”
That’s it.
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What is the “customer journey” ?
A customer journey is a
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Why is the customer experience so important ?
The customer journey map
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Here is an example of an email containing a unique ticket number, and an excellent follow-up of the issue:
Why should you provide a ticket number ?
Provide a unique reference number to the customer once he made contact with your organization.
My recommendation is to always provide a unique number to the customer once he made contact with your organization. This number has to be the same as the internal reference within your organization. This only applies to new contacts. Updates of existing contacts and about the same issue are using the same previously assigned ticket number.
The advantages of a ticketing system are multiple. Hereafter we will quickly mention only the most important ones.
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Who should give the ticket number ?
Manage external customer requests via a centralized Ticketing System.
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The cost of the ticketing system
& software implementation
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Further optimization
It is possible to go a step further and offer a superior positive experience to your customer:
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Takeaways
Increase your business reputation with a professional ticketing system.
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FinTech Wealth Management expert with 30 years of successful track record, from Unicible/BCV to Odyssey and Temenos, plus hundreds of important banks across EMEA, APAC, and NAM.
► Background — from C-language code to C-suite in 30 years
• WealthSuite Triple’A Temenos TAP Plus expert
• crisis & change management
• complex multi-level project – program – portfolio management
• process architecture & governance, process optimization, BPO
• financial services software engineering FS FinTech
Career start as an innovative software engineer in startups ► to strategic advisory & turnaround for Tier1 & Tier2 Banks at senior C-level.
• T-shaped mastery of the latest key technologies, business, and operational practices in retail banking, asset management, core banking, PMS.
• Keen focus on improving productivity, client retention, and revenues through expertise in Program Management, Process Governance, and Optimized Delivery, augmented by know-how in complex issue resolution and value-driven E2E end-to-end implementations.
Temenos Practitioner accredited across WealthSuite and FrontOffice domains (FO, PM, TTI). Certified modules include Scripts & Formats, Implementation Methodology (T3TIM), Channels PM, APA Attribution, Constraint Management, Order Management, Data Security, WealthSuite Portfolio Management, and T24 Triple’A Interface. The Practitioner status anchors Didier’s capacity to operate as a Transformation Director, bridging certified product mastery with execution governance and program recovery.
Disclaimer —
The views and opinions expressed in this publication are those of the author, Didier Debbaut, and do not represent the views, positions, or policies of Temenos AG, its affiliates, clients, or partners. All information is shared in good faith and in the spirit of professional exchange, as part of an open, constructive contribution to the FinTech and WealthTech community.
Any technical references, opinions, or analyses are based solely on publicly available information and the author’s independent field expertise. They are offered for general informational and educational purposes only.
No confidential, proprietary, or non-public information related to Temenos products, clients, or business operations is disclosed or implied.
© Didier Debbaut — All rights reserved.
Learn when to choose High Availability, Fault Tolerance, or Disaster Recovery in Azure. Didier Debbaut maps costs, risks, and execution trade-offs.
Mixing #Agile with #Waterfall ? Think of it as a cake with the chocolatey structure of Waterfall and the creamy flexibility of Agile. The cherry on the cake is the best of both worlds, and this is how you can win at #software #development and #project #management.
The debate between Agile and Waterfall is not a zero-sum game. Each methodology has its merits and drawbacks, and the choice between the two is often dictated by the specific requirements and constraints of a project or program. However, for projects that demand both structure and flexibility, a hybrid approach can offer a balanced solution.
In practice, it is not about choosing between Waterfall and Agile; it’s about knowing when to use each. Structure and flexibility are complementary and not mutually exclusive. So, the next time someone tries to sell you on the “one true methodology”, remember: the most innovative solutions often come from combining the best of multiple worlds. It’s not about only waterfall or agile, but a lot of other methodologies, too.
Our latest publication explore the complex world of FinTech, focusing on the role of DevOps. Written by Didier Debbaut and Elena Debbaut, both experts in Software Wealth Management and Turnaround & Crisis Management, the piece aims to offer a comprehensive and nuanced understanding of DevOps’ strategic imperatives in the FinTech sector.
