20.2. Requests

The "Request Management" functionality facilitates the registration and effective monitoring of internal and external requests. Requests can be grouped (by type, urgency, priority, or status) using request types, categories and groups, to help with request allocation and search processes. Also requests and their status can be displayed on dashboards (K-board, Sales Pipeline)

SocrateCloud supports the following request types:

• Information - (un)structured requests coming from web sources or e-mails;

• Services - structured applications to perform a service, specifying the period and location;

• Expense Reports - structured requests for expenses reimbursements;

• Business Partner Information - structured requests concerning a specific customer/partner and the relevant documents: order, invoice, shipment and payment;

• Requests for Proposals - structured requests concerning the distribution of a product or a service;

• Requests - unstructured customer services requests.

Depending on the request type, this can be automatically converted into a document such as a proposal, order or invoice. A confirmation email containing a track number can be sent manually or automatically. The requests can be allocated to the different users to be resolved. By using the track number, the sender of a request can update the existing information in the request.

The request management capability of SocrateCloud ensures a prompt response (such as the adjustment of workflows depending on the specific processes), answer and resolution times.