The Problem: Recurring Inquiries
Do you need to manage recurring service inquiries or complaints, project-specific requirements or change requests?
Make the existing knowledge available to all employees to save you from having to process similar inquiries multiple times.
PLANTA Request for the Management of Recurring Inquiries
The service or change requests that frequently recur in software development, on the hotline or in ticket/help desk systems can be bundled with PLANTA Request and managed on a project-specific basis. Inquiries or change requests can therefore be recorded on a company-wide basis, prioritized and their status can be monitored. If the same inquiry is received again, the right solution can be sent from the system directly to the customer, and does not have to be re-formulated each time.
Change requests can be transferred to projects without the need for repeat data entry.
- Cost reduction through optimized service processes
- Increase in customer satisfaction through faster processing of inquiries
- Bundling of knowledge, no loss of information
- Short response times through system-supported replies to recurring inquiries
- Detailed and status information on service and change requests are quickly available
- Improved communication with customers and development employees
Plan Requests on a Process-Oriented Basis
- PLANTA Request enables you to plan and control requests on a process-oriented basis. A PLANTA standard process model is included. However, depending on your company’s requirements, you can also use customer-specific processes or include new process steps in existing models manually.
- The phase model at the bottom of the screen shows the process steps by phases (e.g. approval, planning, realization). The status of every process step in the phase is clear (e.g. open, rejected, accepted, completed, cancelled, incomplete).
- For every phase, you can store a process rule, which is executed after the change to the next phase. The program uses the defined process rules to check whether the process steps really have been completed.
- When all process steps have been set to completed, and the defined rules met, the phase is approved and the next phase opens automatically. If a step is not completed, the person responsible for approval receives a notification, and the process step is returned to the person responsible for it.
- When the phase has been approved, news can be sent. The news distribution type (e-mail or pop-up message) can be defined in advance for each member of the project team.
- A request can be transferred to PLANTA Project and planning can take place as a project.
- Every project team member sees the process steps he or she has to complete in the employee board in the My Tasks module.
The Request panel contains the most important data and parameters for a selected request. This comprises the descriptive data, dates, status and priority. Whether the request data can only be displayed or edited as well depends on the user’s access rights.
In the Multi Request Board panel, request managers are provided with overviews giving them a fast overview of their requests.
- Analysis and filter functions in the Requests module enable the employee to analyze requests by criteria such as project, category, phase, creator etc.
- By using the Create request button, a new request can be created.
- In the My Watchlist module, the employee can display planning objects he or she wants to monitor. He or she does not necessarily have to be planned as a resource in these planning objects.
Status and Progress Reports, Request Analyses
- A number of predefined reports provide information about the status and progress of requests.
- It is possible to make adjustments to the status and update reports via customizing.
Application Example – Order Management as Request Management
An order can be mapped as a request. The individual order steps are then displayed in PLANTA Request as process steps assigned to the various phases of the process model. In every process step, checklists are used to query the required activities and to set data fields.
The order is divided into suborders. Suborders are chains of process steps. The process rules used to switch to the next phase can be defined.
Examples of status of process steps in order management:
- open: The process step and the person responsible has been entered. The process step appears on the person responsible’s employee board. The person responsible is informed by e-mail.
- rejected: The process step was rejected by the person responsible. The process step is displayed on the person responsible’s employee board and on the employee board of the person indicated under Rejection to. The employee indicated under Rejection to is informed by e-mail. A rejected process step can be processed by either accepting it or correcting the order status.
- accepted: A process step rejected by the person responsible can be accepted by the request manager again. Afterwards, the process step can only be accepted. Renewed rejection is not possible. From now on, the process step can be processed and completed by the person responsible.
- completed: All elements defined in the process step have been carried out.