What is a Request Management System?
Key takeaways
- Service request management revolves around a user submitting a request for something new, for instance, access to a new service or new device, or even information.
- Service request management is related to other service management practices like incident management, problem management or change management.
- Request fulfillment is the process of resolving a customer’s service request and involves the management of the entire lifecycle of all requests.
- A streamlined service request management system brings order into a chaotic environment and accelerates resolution of requests.
- Service requests are usually made by different departments in the organization – HR, finance, Operations, Compliance, Marketing, and Admin.
- A user portal is where most service requests originate. The information is provided via user forms.
What is a Service Request Management System?
A service request management system is a solution that handles all the user requests that are routed to the service provider. Having a service request management system helps the IT team manage requests more efficiently. Service requests are usually made by different departments in an organization or by clients and customers outside the organization. Efficient handling of service requests requires a streamlined approach that is possible when you automate the service request management system. How? Read through this blog to know more about service request management and ways to improve efficiency of service request management.
Table of Contents
Service requests are common in every organization and there are literally so many types of requests that arise from different people.
Request Management System for Entrepreneurs
A request management system brings order to a chaotic environment and makes requests streamlined irrespective of where they originate from. The system is expected to be easy to use with customization options and suited to different types of requests, such as the one created by a customer, vendor, or department within the company.
Who makes these requests?
Service requests can be made by different departments in an organization including HR, Finance, Operations, Admin, Compliance, and Marketing. Those requests that are made outside the company from clients, customers, and vendors also fall under this category. A service provider is expected to actively provide the information requested by a customer, as good service leads to bigger clients and more loyal customers.
The Efficient Workflow Behind Collating Service Requests
A service request is always generated through a user portal. The term user refers to all kinds of users, be it an employee hired by the company, the vendor who supplies products, or customers who raise such requests.
- The user portal is where they request access and services by making submissions
- Users are expected to fill out an online form with the necessary information and trigger it
- The workflow process begins which will route the requested query along a specified path to procure the necessary information
The workflow is important because it makes it easier for the servers and the people behind them to process a query. It will help collate all the necessary information so as to understand what kind of questions they have. The forms can be fully customized according to an organization’s requirements.
Once the forms are filled up, the administrators will route them to their respective departments. The open-source flowchart used for a request management system is pretty straightforward as it moves from A to B to C whereas multi-threaded flows can be used if the process involves a more complex retrieval system.
Moderating Service Requests
In order for a service request to be properly fulfilled, it should be assigned to the right department and the person. A proper allocation helps save time, improves accuracy, and by solving requests in a proper manner, you can maintain brand integrity with customers and vendors.
A request management system when introduced into the system allows the user who creates the request to keep track of their queries, see who is handling them now, and provide an overview of the entire organization’s requests handled in a day, week, or month.
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A Multi-Purpose Solution – Cflow Workflow Software
Making a new investment needs approval and lots of in-depth analysis but Cflow is multi-purpose workflow software that also has a Request Management System in it. When software can get so many tasks done while streamlining and automating your work, it definitely brings the most ROI and an affordable solution that you should look into.
With Cflow’s request management system, it’s easier than ever to accept requests, forward them to the right team/person, and provide an overview of the requests made so as to keep users notified. It leads to improved performance of employees and boosts an organization’s capability to handle service requests in a professional manner.
FAQs
Who can make a service request?
A service request may be made by departments within the organization or by customers and clients outside the organization.
How are service requests generated?
A service request is mostly generated via a user portal. Users fill details of the request through an online form and submit it.
Why should you automate service request management?
Automating the service request management workflow saves time in handling requests and also ensures accurate allocation of the request to the right department and person.
Which workflow software is best for service request management?
A no code workflow automation solution like Cflow makes it easy to automate the service request management workflow.
What should you do next?
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