REQUEST MANAGEMENT

The request management module processes requests in an efficient and structured way. Customers, partners and employees can submit requests online and review the current status. You can specify a workflow for each category of request so that tasks are generated for the appropriate persons or departments. Managers can review the open requests, analyze process time and bottlenecks and check compliance to service level agreements.

Smart forms: Users can quickly enter requests via smart online forms with default settings and input validation. This ensures that you capture all necessary information to process the request.

Consistent processes: You can define a workflow for each category of request so that requests are processed consistently. Automatic tasks and escalations help to ensure that all steps are handled.

Digital file: You automatically build a comprehensive digital file of the request including requestor input, responses, actions, dates and interactions. You can upload and view documents, photos or images.

Time registration: Tasks are assigned automatically and are displayed in the user's personal task list. The time is calculated per step in the workflow and can be used for analysis and billing.

Progress control: Requestors can track the progress of their requests online and do not have to call. Managers can review the status of all requests to ensure compliance to service level agreements.

Analysis: All steps in the request processing process are monitored and you can get an instant overview of response times and bottlenecks. Results can be displayed via reports, graphs or digital dashboards.

Screens
Workflows
Analysis

FEATURES

	Smart forms Screen layout Stylesheets Intranet integration Input validation Document upload Field security		Analysis Response time Total time Time per task Time per person Averages Minimum/Maximum		Digital file Email Photos Letters Work orders Contacts Notes
	Setup Screen layout Custom fields Custom workflow Problem types Knowledge base Stylesheets		Related objects Equipment Areas Properties Employees Contracts Workorders		Integration LDAP Intranet FTP in/out Email in/out Stylesheets Web services
	Workflows Graphical design Email notifications Automatic tasks Parallel paths Authorization Roles		Notifications Task list Email notification PDF Work orders Reports Triggers		Reporting Word templates Sorting and grouping Graphs and charts Digital dashboard Email reports PDF, HTML, XML