SERVICE ORDER MANAGEMENT SYSTEM

Business Problem

The company tried to manage a growing flow of service requests from different types of customers. It was challenging to track the progress and assignments, monitor the bottlenecks in processes and take important business decisions because of the lack of data

01.

No option for customers to track their orders

02.

Non-scalable current order management solution

03.

A big number of employees without a robust order management approach

04.

Delays in customer service

Solution

The solution was to build a scalable system where every customer could place and track their orders and communicate with vendors. In contrast, vendors and top management can easily navigate, reassign, manage all the work orders, and track the overload of their employees via comprehensive reports.

Our team covered all the company business processes in one solution by combining a self-service module for the end customers and a multi-layer system of permission access control for the internal team. Team members had an opportunity to track orders on the map, generate and export workload reports and filtered order lists, set up notifications for important business triggers.

key features

Insightful Reports and analytics:

With flexible and customizable reports, every team member, from employees to top managers, can find all the necessary information to inform their business decisions.

Availability of self-service module for end customers:

Customers can place and track their orders, add comments and files for better communication with vendors

Communication and Notification center:

Customers and Vendors can communicate via comments and files attached to work orders. There are a bunch of emails and in-app notifications that the user can customize to fit specific needs.

User management :

Top management can easily add new team members or restrict access to the platform in a few clicks

Robust order management:

Status tracking, filtering, assignment, and exporting capabilities simplify and streamline the service flow.

how it works

Admins set up a User Base structure including Clients list, Landscape Company specialists and their access permissions
Residents submit Work Order Request
Work Order goes through different stages of refinement, reassigning and approval among the Landscape Company specialists
Residents and Landscape Company specialists can track and edit their requests
All parties receive in-app and email notifications of Work Order status and changes
Top-management runs reports including Employee Performance, Work Order distribution and other customizable reports