Service Request Management

Service Request Management

A powerful service request management solution for effective handling of requests from both internal and external customers. Get the full request lifecycle automated within hours, ensure that it’s easy to submit requests, each service request goes through a reliable handling process quickly, and deliver services that 100% satisfy your customers.

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Flexible technology that scale with your business

Service request management is no more about solely IT service requests. All departments, such as HR, Procurement, Finance, Compliance, Marketing/Sales, etc. accept and manage a variety of service requests from both customers and employees. It becomes vital for businesses to ensure quicker service request turnaround time, be request-ready, once a new type of service is welcomed and be remote-ready, whenever it is needed.

Business process management software by CMW Lab is designed to empower non-technical executives for quick request handling automation and full control over request management. Easily create service catalog, configure request forms and processes, set up SLAs (Service Level Agreements) without coding and delays. Moreover, CMW Platform allows you to add new services, modify forms and request handling processes on-the-fly within a highly intuitive user interface.

An advanced service request management system can grow with your business as its needs change. Start from improving IT or HR service management, social services approval or external customer request management. Then add more services and scale your automation success to back-office operation management or even a Global Service Centre (GSC) or Shared Services Centre (SSC). You can go beyond and use the same software for customer order management, lead to cash management, partner and supply chain management, and more.

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The Best Business Process Management Software in 2023

CMW Platform is rated #1 BPM suite in 2023 to start your business automation.

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Key service request management features

Service Request Submissions

Easily design request forms, re-use them and add new fields when needed without coding.

  • Graphical form builder available via any web browser
  • Intelligent forms with customized fields
  • Automatic service request verification
  • Changes to forms during process execution
  • Service request data export to MS Word and MS Excel
  • Automatic form optimization for all mobile devices
service request form

Automated Request Management Process

Have a new, automated request handling process up and running within days, not months.

  • Low-code workflow builder for easy process setup and maintenance
  • Any number of process steps, both sequential and parallel
  • Timely and accurate request routing and notifications
  • Escalations based on inactivity and due dates
  • Full automation and elimination of error-prone spreadsheets
  • Email process tracking
  • Service catalog with configurable SLA’s
automated request management process

Ad-Hoc Request Handling

Get advantages of on-the-fly changes to request-forms and automated processes.

  • Designated alternative task assignees or approvers
  • Manager-driven re-routing
  • Request route by service type, department or any request data
service request handling

Team Communication and Collaboration

  • Manage approvals via email or from mobile interface
  • Document and knowledge sharing in a single environment
  • OpenAPI integration with Outlook, SharePoint and Active Directory
service team collaboration

Process Transparency and Compliance

Identify request management bottlenecks and implement corrective action in time:

  • Complete and up‑to‑date status of all service requests
  • Audit trail of all the processes, form data, and user actions
  • Reports on SLA compliance, efficiency of processes and individual service requests
  • Real-time reports scheduled for distribution when executives need them
service request process transparency

Powerful and easy Request Management Software you were seeking. Risk-free trial!

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