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Helpdesk Solution: Katico Digitalized Complex Requests
Case Study“Poorly designed workflows can lead to confusion, delays, and errors, ultimately hindering the success of any company.”
Before partnering with Katico, a large veterinary consolidator in the US with over 2,000 employees faced significant inefficiencies in their request management system. These included lack of information when submitting a request, incorrectly submitted paper-based forms, difficulty identifying correct contact information, increased request lead time, missed signatures, and delays in receiving approvals from senior leadership.
Transforming Efficiency: Cutting Operating Costs by 70%
Katico suggested transferring the client to a Helpdesk solution and focusing on digital workflow optimization: automate the approval chain to eliminate manual errors, digitalize paper forms for more efficient tracking, and provide a clear workflow description to guide each step of the process.
Streamlining Operations: 71% Fewer Interactions
By simplifying workflows and automating repetitive tasks, the client saw 71% fewer internal interactions. This allowed employees to focus on higher-value activities, improving overall productivity and reducing back-and-forth communication.
Faster Turnaround: Request Lead Time Cut by 59%
The optimized system, enabled by helpdesk implementation and digital workflow optimization, led to a 59% reduction in lead time for requests, resulting in faster decisions and increased customer satisfaction.
Results
Upgrading to an optimized helpdesk not only streamlined operations and cut costs but also freed up valuable resources, enabling the client’s team to prioritize strategic initiatives.
