Request Management

The infoXpert Request Management module provides web based forms for capturing and managing requests suited to a wide range of applications including customer requests for service and helpdesk requests.

Key features include:

• Web based request templates
• Submit request to workflow for further action
• Define instructions and completion timeframes for each workflow task
• External request lodgement where requests are lodged on an external web site with automatic uploading of web request forms into infoXpert
• Internal request lodgement where customer service operators can fill in predefined request templates
• Automatic email notification when new request tasks have been assigned or when tasks are overdue
• Automatic escalation of overdue tasks to supervisor
• Assign review comments
• Authorised users can track the status of service request documents/form in workflows
• Customer Request reporting, with KPI statistics generated for user defined period including day, 7 days, month and year

A key component is the Integrated Workflow & Document Routing, which forms the basis of the infoXpert Request Management module.