Service Request Management
Service Request Management allows all departments to efficiently manage any type of request from employees, customers, and vendors
Service request management provides all departments, including HR, Finance, Marketing/Sales, IT, Compliance, etc. with a self-service portal that allows them to accept and manage a variety of service requests from both internal and external customers. Once requests are received, they are routed based on preset business rules and all activity related to the request is tracked for complete visibility.
Request management systems can handle all these needs, especially when the system is easily-configured to behave in a way that meets department and organizational requirements. Service desk software like Integrify provides the key tools needed to provide a great experience for requesters and service providers.
In the simple model above, you can see how a service request management collects, tracks and routes individual requests to the proper staff for processing.
Service Request Management systems provide tools for developing workflows that follow preset business rules and ensure that requests are received by the best person to handle them. This could be based on role, management level, department, etc.
Alerts can be configured to indicate that a new request has been submitted as well as reminders at preset intervals that ensure the request is handled in a timely manner. This prevents the need for emails and phone calls to follow up on request status. In addition, the requester can track the progress of the request and see who is currently working on it.
Here's an example of a process designed with Integrify that allows employees to request capital expenditures:
Each one of these steps or "Tasks" moves a request forward through the process until it's completed. Meanwhile, the user is able to see where the request is at any point in the process via the User Portal.
We have a variety of resources to help you on your journey to an automated service workflow.
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