Shopping center

Service Request Management

NoVa Park Shopping Center

Project overview

schedule

Implementation time

1 months

settings

Technologies used

Microsoft 365

Reported problems

<div style="display: flex; align-items: center; gap: 8px; margin-bottom: 10px;"><i class="material-icons" style="color: salmon;">error</i><span>Paper-based handling of work requests on shopping center premises</span></div>

<div style="display: flex; align-items: center; gap: 8px; margin-bottom: 10px;"><i class="material-icons" style="color: salmon;">error</i><span>Lack of tool for communicating ongoing work to all process parties: client, contractor, security, shopping center staff</span></div>

<div style="display: flex; align-items: center; gap: 8px; margin-bottom: 2px;"><i class="material-icons" style="color: salmon;">error</i><span>Scattered contact information regarding executed work</span></div>

Implementation details

Before automation

Before process implementation, every request was submitted in paper form. Information sharing was done via email, phone, or other tools. Documents would get lost, and information about ongoing work as well.

Implemented solutions

<div style="display: flex; align-items: center; gap: 8px; margin-bottom: 10px;"><i class="material-icons" style="color: #9dff20;">check_circle</i><span>Database of people authorized to submit work requests</span></div>

<div style="display: flex; align-items: center; gap: 8px; margin-bottom: 10px;"><i class="material-icons" style="color: #9dff20;">check_circle</i><span>Data entered into database through form available to client (self-service)</span></div>

<div style="display: flex; align-items: center; gap: 8px; margin-bottom: 10px;"><i class="material-icons" style="color: #9dff20;">check_circle</i><span>Automated process from moment of submission through work execution, through shopping center staff approval to automatic notification to security team (with acknowledgment confirmation from security)</span></div>

<div style="display: flex; align-items: center; gap: 8px; margin-bottom: 2px;"><i class="material-icons" style="color: #9dff20;">check_circle</i><span>Automatically generated calendar of work performed in shopping center, available to interested parties</span></div>

Tools used

Microsoft SharePoint

Microsoft Power Automate

Microsoft Outlook

Microsoft Forms

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Key results

<div style="display: flex; align-items: center; gap: 8px; margin-bottom: 10px;"><i class="material-icons" style="color: #9dff20;">check_circle</i><span>Process preparation for automatic handling</span></div>

<div style="display: flex; align-items: center; gap: 8px; margin-bottom: 10px;"><i class="material-icons" style="color: #9dff20;">check_circle</i><span>Error elimination through automation</span></div>

<div style="display: flex; align-items: center; gap: 8px; margin-bottom: 10px;"><i class="material-icons" style="color: #9dff20;">check_circle</i><span>Automatic information distribution to all process parties</span></div>

<div style="display: flex; align-items: center; gap: 8px; margin-bottom: 10px;"><i class="material-icons" style="color: #9dff20;">check_circle</i><span>Flexible architecture and tools</span></div>

<div style="display: flex; align-items: center; gap: 8px; margin-bottom: 2px;"><i class="material-icons" style="color: #9dff20;">check_circle</i><span>Capability for further automation and adding new processes</span></div>

Client testimonial

"As Director of NoVa Park Shopping Center, I am extremely satisfied with results of cooperation with eraIT. Before implementing their solution, we struggled with problems such as paper-based request handling, lack of effective communication tool for all process parties, and scattered contact information. Thanks to eraIT, we managed to automate many processes, eliminating errors and ensuring smooth communication between all involved parties. Moreover, applied tools and architecture allow for further expansion and adding new processes. I am convinced this cooperation will bring many more benefits for our shopping center."

Maciej Tatała

Director