November 25, 2024
4 min read
Internal users or customers needing to submit support requests often do so via email or phone, creating unstructured intake. Requests lack required information, routing is manual, and there's no visibility into request status.
We built a portal interface for structured request submission. Users complete a form that captures required information, requests route automatically based on type, and submitters can track status without follow-up calls.
The portal presents a form appropriate to the request type, validates required fields, creates the request record in NetSuite, and routes to the appropriate queue. Status updates are visible to submitters in the portal.
Structured request intake with required information
Automatic routing based on request type
Self-service status visibility for submitters
Reduced volume of status inquiry calls/emails
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