Service request, in business terms, means a user request for information or for access to a service. The task of approving and delegating these requests is the responsibility of a manager or other admins. While the service request in itself is not efficient, the approval and delegating part of the process is even more outdated. Tickets based approach is not good for distributing workload and employees often end up feeling overworked. Service requests are not limited to only the IT department. It can mean any kind of service, like getting a faulty appliance in the office repaired/replaced or something else. In an organization, it is important to follow a hierarchy to ensure order. As such, all requests have to be approved by an admin before they can be processed. Considering the number of requests that can be raised on any given day, this creates an immense workload on admins and managers.

Automation is an easy solution to the problems that this process faces. It removes bottlenecks and automates redundant steps of the process. The process becomes streamlined and efficient, but more importantly, the workload on your employees is reduced considerably. This makes your organization’s employee satisfaction ratings go up, which in turn can reduce employee turnover. Nowhere is the butterfly effect more apparent than in a business environment. Increasing the efficacy of even one step of a process impacts the overall efficiency of the entire process, irrespective of how small or insignificant the step is. Let’s check out the benefits that automation brings to the table.

1. Better process with simple forms

At present, service requests are based on tickets and paper or digitised forms. Neither of these methods is very efficient when it comes to distributing workload. Also, approvals are time taking. A service request is raised using forms or tickets and goes to an admin for approval. The admin has to then wait for relevant data so that he can verify the request and give his approval. Often, there is no mechanism of distribution of this task, and it usually goes to a predetermined employee regardless of his or her existing workload. Automation helps here by providing options to distribute work intelligently. Tasks can be assigned by availability, efficiency or, if the workload is very low, randomly too. Tasks can also be distributed according to preset logic based on assignment algorithms. Comprehensive, easy to fill forms are used to raise requests. These forms can be easily customized to suit organizational policies. Another benefit of using automation based forms is that the data gathered is automatically standardised.

2. Easy to manage and update records

Maintaining updated records is a difficult task when the process is based on traditional methods. Usually, there is an employee hired for the sole purpose of maintaining records, yet it is next to impossible to have access to latest records instantaneously. Chances of human errors increase as data has to be entered manually. Automating the process removes the need for a manually entering data as records are automatically updated in real time. As a result, errors are reduced. Also, errors are rooted out at the point of entry by using field level validations in forms. This data, standardised and available in real time, is useful for a number of business process analysis.

3. Connect better, collaborate more

This process suffers from all the shortcomings that are inherent to a traditional approach to business processes. This includes absence of a tracking mechanism and reliance on emails and phone calls for communication. With no tracking option available, there is no way to identify bottlenecks or other causes for delays in the process. Communication and data sharing is also not organized. Emails do not offer much in the way of efficiency, especially if a doubt is raised and needs to be discussed. A better option is to have a dedicated, chat like communication channel that is task specific and can be accessed only by people relevant to that task. This option comes included in IBISM’s service request automation module, along with a dedicated mechanism to track task progress in real time. This helps identify and remove bottlenecks.

Service requests are important part of everyday business process. Automating this process is cheaper than hiring someone to enter and update data, with better results. If you have any queries regarding automation of this process, costs involved or doubts regarding any other business process, contact us. We will be happy to answer all your queries and get back to you.

Published on May 30, 2018