Efficient service request management is important for any organization aiming to optimize its support system. Employees can quickly and easily report issues or request help directly, reducing the time and effort required to submit a request. A proactive approach ensures teams are always on top of issues, leading to improved operational efficiency and a better employee experience.
And by implementing a unified platform that integrates employee service requests, facility and workplace leaders can deliver improved efficiency that saves time and cuts costs while also improving the employee experience.
Why are employee service request ticketing and tracking so important?
Service requests can cover many different areas that directly affect teams across the enterprise, including:
- Maintenance requests: Reporting issues with office equipment, furniture, or building systems like HVAC, lighting, or plumbing that require repair or maintenance
- Workspace adjustments: Requesting changes to the office layout, such as moving desks, adding partitions, or adjusting seating arrangements to accommodate team changes or social distancing requirements
- Access control: Asking for access cards, keys, or permissions to enter specific areas of the office or building
- Environmental services: Requesting cleaning, waste removal, or even pest control services to maintain a clean and healthy workspace
- Safety and security: Reporting safety hazards, security concerns, or requesting safety equipment and training
By managing employee service requests effectively, facility, maintenance, human resources, and information technology departments can ensure that the workplace is well-maintained, safe, and conducive to productivity, enhancing not only employee satisfaction but also optimizing space planning and reducing operational costs.
What are the common pitfalls when trying to manage employee service requests?
When a company tries to manage requests using paper or some combination of paper and separate platforms, they end up in one or more of the following pitfalls.
Lack of centralization
Because requests are scattered across different inboxes, folders, or physical locations, it’s difficult to maintain a comprehensive overview of all requests and their statuses. Decentralization can lead to confusion and inefficiency, as it becomes challenging to keep track of what needs to be done and by which team.
Manual data entry
Older systems often require manual data entry, which is not only time-consuming but also prone to human error. The result is inaccuracies, incomplete information, or lost or misplaced requests. The manual nature of the process slows down the resolution of service requests and increases the likelihood of mistakes, ultimately affecting the overall efficiency of the facility management team.
Communication silos
When using emails or paper forms, communication about service requests quickly becomes siloed. The requester, the facility management team, and other stakeholders can’t share relevant information effectively, leading to delays and misunderstandings, as important details may not reach the right people at the right time — if ever.
No real-time tracking
Without a modern, integrated system, it’s challenging to track the progress of service requests in real-time. A lack of visibility makes it difficult for any of the involved teams to prioritize tasks, allocate resources, and provide updates to employees about the status of their requests. Employees may become frustrated with the lack of transparency, and the other teams may struggle to manage their workload effectively.
Lack of accountability
Without a clear audit trail or automated tracking, it can be difficult for the organization to hold individuals accountable for their roles in the service request process. And a lack of accountability can lead to a lack of ownership and responsibility for resolving issues, as it becomes unclear who is responsible for what. As a result, requests may languish without resolution, affecting the overall productivity and morale of the workplace.
What are the benefits of connecting employee service requests with a unified platform?
Integrating service requests with a facility and workplace management software solution delivers real value across the enterprise, empowering teams to better support people and processes.
Streamlined service submissions
Integrating service requests with facility management software simplifies the process of submitting service requests. Employees can quickly and easily report issues or request maintenance directly from their mobile devices, reducing the time and effort required to submit a request, encouraging more proactive reporting. With a user-friendly interface, users can submit requests with just a few taps, ensuring that no issue goes unreported.
Efficient ticket tracking
By connecting service requests to your asset management software, you enable real-time tracking of each ticket’s status. Facility managers can monitor progress, from submission to resolution, ensuring that their teams are addressed issues promptly.
Transparency improves accountability and helps to identify any bottlenecks in the maintenance workflow process. With real-time updates, users can stay informed about the status of their requests, reducing follow-up inquiries and improving overall satisfaction.
Enhanced third-party vendor management
Integration with asset management software also facilitates communication and coordination with external vendors. Service requests can be automatically assigned to third-party vendors, with progress tracked directly in the system. This ensures accountability and helps to manage service level agreements. By streamlining vendor management, companies can reduce response times, minimize downtime, and improve the overall quality of service.
Optimized task assignment
Combining service requests with asset management software improves the allocation of maintenance tasks. Requests can be automatically routed through the software to the most suitable team members based on their skills, location, and availability, optimizing resource allocation, leading to faster resolution times and improved efficiency. With clear task assignments, there’s less room for confusion or duplicated efforts, ensuring the team addresses every issue.
Comprehensive maintenance analytics
By tracking requests over time, you can identify recurring issues, pinpoint problem areas, and optimize resource allocation. Maintenance analytics also enable data-driven decision-making, helping you to plan preventive maintenance, budget more effectively, and continually improve your facility management strategies.
Mobile app integration
With mobile app integration, users can access the service request system from anywhere, at any time. Now employees can submit requests on the go, while facility managers can monitor progress and manage tasks even when they’re not at their desks.
Push notifications ensure that users receive instant updates, further streamlining communication and speeding up response times. Offline capabilities allow users to submit and manage requests even without an internet connection, with data syncing automatically once connectivity is restored.
An intuitive, user-friendly interface makes it simple for users to navigate the system, encouraging widespread adoption and effective use.
What are the important metrics and KPIs for tracking service requests?
To measure the success of your ticketing system optimization, it’s crucial to track metrics and key performance indicators (KPIs), including response times, resolution times, and customer satisfaction scores. By analyzing these metrics, you can identify areas for improvement and make data-driven decisions to enhance your support system. And tracking maintenance analytics can help you plan preventive maintenance, budget more effectively, and continually improve your facility management strategies.
Response time
How quickly your team acknowledges a service request after it has been submitted. Crucial for understanding the initial responsiveness of your support team. A shorter response time indicates better customer service and can significantly improve customer satisfaction.
Resolution time
Duration from when a service request is submitted to when it is fully resolved. Provides insights into the overall efficiency of your support team. A shorter resolution time means that issues are being addressed and resolved promptly, which is essential for maintaining high customer satisfaction.
First contact resolution (FCR) rate
Percentage of service requests that are resolved during the first interaction with the customer. A high FCR rate indicates that your team is effectively addressing issues without the need for follow-up interactions. It is a strong indicator of customer satisfaction and support team efficiency.
Ticket volume
Total number of service requests received over a specific period. Monitoring ticket volume helps you understand the workload of your support team and identify trends or patterns in service request submissions. This metric is useful for resource planning and ensuring that your team is adequately staffed.
Ticket backlog
Number of unresolved service requests at any given time. A high backlog can indicate that your team is struggling to keep up with the volume of requests. Monitoring this metric helps you identify bottlenecks and take corrective actions to reduce the backlog and improve response times.
Service level agreement (SLA) compliance
How well your support team complies with the agreed-upon service level agreements with customers. Ensures that your team is meeting the promised response and resolution times. High SLA compliance indicates reliable and consistent service delivery.
Reopen rate
Percentage of service requests that are reopened after being marked as resolved. A high reopen rate can indicate that issues are not being fully resolved the first time, which can negatively impact customer satisfaction. Monitoring this metric helps you identify and address recurring issues.
By tracking these metrics, you can gain valuable insights into the performance of your service request solution and make data-driven decisions to improve efficiency, customer satisfaction, and overall support quality.
Increase efficiency and improve the overall employee experience with modern service request ticketing
Efficient employee service request ticketing and tracking significantly enhance organizational support systems, boosting operational efficiency and improving the overall employee experience. By effectively managing these service requests, organizations ensure a safe, functional, and productive workplace, which not only increases employee satisfaction but also reduces operational costs. The integration of modern technology in these processes further streamlines the submission, tracking, and resolution of requests, creating a more accountable and responsive support system.
By Gabi Bellairs-Lombard
Gabi is a London-based writer with 8 years of experience in copywriting and strategy across various verticals. She has been immersed in tech for two years, previously writing for a fintech company. Her specialities lie in long- and short-form writing, SEO writing and strategy, and market research. In her current role at Eptura, she covers the latest worktech and workplace experience trends.
