Improving the efficiency of handling requests in the service sector

[Kira89]

For several months now, I have been trying to figure out how to improve the efficiency of handling requests in our service department. Our number of requests is growing, but it is becoming increasingly difficult to process them: employees do not always manage to cope with them in time, and customers begin to complain. Plus, when there are many requests, we often lose small but important details. I began to think that something needs to be changed in the management system to optimize processes. How do you cope with a large number of requests? Do you use any digital tools?

 

[Farrew]

We have also encountered this problem in the company. When there are too many requests, manual management simply cannot cope, especially when the process is poorly automated. The most important thing here is to create a system that can track all requests in one place and correctly distribute them between employees. This will immediately remove confusion and improve the team's response to customer requests.We have implemented automation through a platform that integrates with other service management systems. If you are interested, you can take a look here: https://www.makini.io/integrations/helm . It allows you to not only track all requests in real time, but also distribute tasks between technicians depending on their workload or location. Another cool thing is the ability to set request priorities. For example, if there is an emergency, the system immediately identifies it and notifies the responsible employee. That is, now no one misses important details, and all the information is available in one place. In addition, we began to analyze faster which tasks require more time, where the bottlenecks are in the process, and based on this data, improve the team's work.

 

[LiamMurphy]

I also recently thought about how to simplify the processing of applications. I fully support the idea of automation, it significantly relieves the team. The main thing is to choose a system that can adapt to your processes so that there are no more problems than benefits.