The goal was to get rid of the team’s shared mailbox and turn an unstructured way of working into something structured and more efficient.
UP3’s Support Service application was built for exactly this purpose. It helps any shared services environment that receives requests and enquiries from the wider business – HR, Finance, Marketing, Workplace Services – to log, assign, track and complete their work.
By purchasing UP3’s Support Services application through the ServiceNow store, Avanti were able to take advantage of a fast-track purchase and install process. Within three weeks every HR request was being managed in ServiceNow.
So whether it starts as an email, a phone call or from a form on the portal, all requests are tracked, ensuring nothing falls through the cracks. Even better, related messages are grouped together, providing full visibility and a clear audit trail.
Dashboards give the management team visibility of the volumes and types of requests coming in, enabling them to easily identify high-volume requests and take action – for example by providing information proactively for popular requests or reallocating resource in line with demand.