Allow Customers to report their Support requirements and let Employees send internal Requests to other teams.
Smart LAP can be used to manage the entire lifecycle of Requests with automatic routing, approval, escalation and closure.
Design different workflows for each Request Type - to whom it is sent, its approvers, escalation matrix, completion timelines etc.
Customer Requests can be auto routed to the Customer or Project owners & Internal ones can be sent by Employees to support teams
Receivers can change the Request status, transfer it to another person or close it with comments and attachments.
Senders can view the Request history, and after closure they can confirm completion or reopen the Request.
Internal Requests can be approved by managers (if needed) prior to their routing
Get 3 Levels of Escalation on exceeding the turnaround times set for each request type
Alerts sent based on the workflow and the sender is alerted on closure or at each step as required
Analyse the frequency of requests & their closure performance based on quality & timelines