70
1.2.0
Xanadu, Washington DC, Vancouver Patch 4, Vancouver
Our support services application provides a single place to plan and manage all internal work requests, eliminating the complexity and inefficiency of managing work through spreadsheets and mailboxes. Track requests from start to finish and assign work based on team member skills and availability. Collaborate on all requests in the portal, safe in the knowledge that all correspondence is tracked for full visibility and audit trail. Pre-configured user dashboards display real-time project status, while the management dashboard offers insights to uncover project trends, enabling effective resource management. The core support services application can be rolled out with standard functionality across multiple business areas. The application can also be configured to the specific needs of business areas, with data segmented as per organisational requirements.
Benefits
- Replace the mailbox - reduce complexity and manage all work requests in one place
- Improved team productivity - less time spent jumping between mailboxes and spreadsheets
- Increased quality - requests are allocated quickly and efficiently with no risk of being missed
- Boost employee experience - less manual work, people are assigned to work aligned to skills and training opportunities
- Better visibility of requests and tasks and collaboration between teams
- Improved resource management - insights feed into recruitment, upskilling and resourcing requirements
- Increased service delivery - mitigate risk of missing agreed SLAs with the ability to track and report against them
- Collaborate directly through the portal or via email
- Skills matrix - track skills and availability across the team to ensure work can be assigned based on team member skill levels
- Utilise Assignment Assistant to find the best person to allocate work based on the skills required for the task, current workload and availability · Set up rules to auto assign work based on the information in the original request
- Split complex requests into multiple tasks that can be assigned to other teams and individuals
- Checklists – Allows those working on a request or task to capture and track must do actions
- Email notifications - Provides information to the requester at key stages
- Privacy function - mark projects as private and limit visibility as required
- Activity tracker - all correspondence is tracked for visibility and audit trail
- User dashboards deliver real-time view of current and upcoming projects, by service and importance
- Management dashboards give visibility of all requests assigned to groups, plus insights and trends around common requests, skills, and resource requirements to meet agreed service levels.