Challenge
UCMC aimed to build a user-friendly and intuitive application that would enable its employees to submit service or helpdesk inquiries to their in-house service request department.
The purpose of the solution was to minimize the load on the call-center while at the same time giving more useful details on the issue, thus increasing the efficiency of each query execution.
Solution
The client had high-level requirements for the app's performance and usability. The best way to meet them was by creating native solutions with reference to specific mobile platform features.
Intersog's UI/UX and development teams delivered a fully functional solution within the shortest time possible and received positive feedback on their work and the app's operability.
How does it work?
The app was designed to make the request submission fast and easy. The entire process consists of only two simple steps:
Step 1:
A user creates a request by entering the crucial details regarding the problem. Such details should include:
- A written description of the issue;
- Location, which can be selected from a dropdown list of corporate buildings, a room number, or open text description of the area;
- Up to four pictures that may include: asset tag, screenshot, equipment, specific place in the room, etc.
Step 2:
Once all necessary data is collected, the app forms an email and sends it to the service department for processing.
Results
The new application crafted by Intersog helped UCMC service personnel increase their work efficiency many-fold due to the availability of full and comprehensive information on each issue and less time needed to dispatch tickets. The lesser load on the call center representatives and quicker response to requests has resulted in a timely return on investment. Better service, fast ROI, and optimized functionality made the Service Request application rather valuable to UCMC.
