Service Request

One Source for Simplified Work Space Change Requests

Service Request connects CRE Users to CRE Managers giving your employees the capability to make personalized or team-based move requests and change requests.

CRE Users can raise multiple request types including a workstation move or new furniture requests through an easy-to-access and use self-service portal.

Employee Change Requests

Employees and Business Group Leaders can submit a range of facility related requests through Service Request, expediting the process and allowing them to get on with their daily workflow. End users can raise requests for themselves or for their team.

Request types and ticket flow are configurable based on your own internally defined mechanisms and requirements. Service Request’s off-the-shelf request types enables user to submit change requests for:

  1. A single employee or team move request
  2. Create a record for temporary and new employees
  3. A furniture request – maintenance or replacement
  4. Transferring business group/ location
  5. Request packing materials

Easy-to-Use Functionality

The two keys to making a great tool are to make it useful and to make it easy-to-use.

Particularly, where it’s your non-CRES personnel making a request, it’s crucial to provide a simple-to-use tool that is intuitive.

You haven’t the time to train users and they probably don’t want to learn. They just want to get back to what they’re supposed to be doing with minimal disruption.

Service Request features a simple step-by-step request wizard that contains standard drop-down menus, tick boxes and free-text boxes. The language used is not intimidating or technical and using Service Request doesn’t require specialist knowledge. Mandatory fields ensures that a base level of information is being captured to complete the request.

Ticket costs are automatically generated in the tool’s back-end for billing to the requestor’s cost center when a request is completed.

Making requests is made even simpler by limiting available choices based on a user’s role. Role based permissions control what CRE Users are allowed to request – an employee from sales won’t be able to request a high-spec computer that should only be going to IT.

Communication

Giving employees an opportunity to give feedback on their workplace experience is important and useful to understand whether facilities or equipment is delivering the expected value. Monitor one-to-one requests for useful suggestions or aggregate change requests by Business Group, floor or building to understand any trends (i.e. that a particular chair needs maintenance far sooner than had been expected).

Automation

Service Level Agreements

Once a Service Request user submits a ticket, the request is presented to the relevant teams – a move request goes to your moves team, while a furniture request goes to your procurement/ warehousing team.

A ticket’s lead time is controlled through Service Level Agreements (SLA) you have defined and through the ticket’s size and complexity. Service Request’s automated communications provides full transparency – first notifying the requestor that the ticket has been submitting, is under review, had been rejected or is scheduled with expected completion date.

Request Costings Allocation

Every action has a cost and making a move or maintenance request is no different.

As each request is being built, the associated costs are generated against each line item when a request is approved, charges are then sent to the Business Group.

Any changed data (new locations or changes to a Business Group’s headcount is automatically updated in WebCoRE’s database – maintaining accurate data and chargeback)

Defining Processes Help Maintain Data Quality

Enabling a process for employees to submit a request encourages them to do so rather than move work stations without reporting the change.

Ad-hoc changes leads to distorted records putting people at risk in the event of an emergency, while running energy management programs or strategic planning – when looking at restacking business groups, floors or buildings.

Give your employees the tools to be comfortable when on-site and maintain data quality.