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 amaze your customers.

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Flexible technology that scale with your business

Service request management is no more mostly about IT service requests. All departments, such as HR, Procurement, Finance, Compliance, Marketing/Sales, IT, 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, when a situation like COVID-19 pandemic influences business operations. 

Workflow 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 workflows, set up SLAs (Service Level Agreements) without having to solely rely on IT and suffer delays. Even more, it 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 you as your 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 create a Global Service Centre (GSC) or Shared Services Centre (SSC). Besides, 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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Key service request management features

Service Request Submissions

Easily design request forms, re-use them and add new fields when needed.

  • Graphical form builder available via any web browser
  • Intelligent forms with logic and customized fields
  • Automatic service request verification
  • Changes to forms during workflow 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.

  • User-friendly workflow builder for easily workflow setup and maintenance
  • Any number of process steps, both as 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 advantage of on-the-fly changes to request-forms and automated workflows.

  • 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

  • Manager approval by email or from mobile interface
  • Document and knowledge sharing in work context
  • Out-of-band 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 view on all service requests
  • Audit trail of all the processes, form data, and user actions
  • Reports on SLA compliance, efficiency of process overall or for individual service requests
  • Real-time reports and scheduled for distribution when executives need them
service request process transparency

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

In Cloud & On-premise

In Cloud & On-premise

CMW Lab® provides both on-premise and in Cloud deployment options. Besides, flexible transition between cloud-based workflow solution and on-premise one can be rolled out if needed. Deployment options

API and Integrations

API and Integrations

CMW Lab provides wide workflow integration capabilities.Take advantage of bidirectional integration scenarios, s support for both fine grained, and bulk export operations – all available through Web Services open API’s and built-in enterprise services. Integration capabilities

CMW Mobile Apps


Run your workflow seamlessly on your desktop computer, iOS and Android phone or tablet and enjoy fully consistent user experience.

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