Service Request Tracking System (SRTS)
A Comprehensive Platform for Tracking & Managing Service Requests
Overview
01
- The Service Request Tracking System (SRTS) by Advanced Software Development (ASD) automates the full lifecycle of service requests, from issuance to delivery.
02
- The platform ensures SLA compliance, workflow transparency, and real-time tracking of requests for operational efficiency.
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- With MIS reporting, configurable queues, and multi-layer approvals, it provides both requesters and service processors with a seamless and accountable process.
Key Features
- Issue & Track RequestsRequesters can submit service requests with necessary details and attachments.
- Pending Queue ManagementService processing unit receives and processes requests in a structured queue.
- Completion & ResolutionRequesters mark requests as resolved with feedback/remarks.
- Payment Advice IntegrationDedicated module to generate payment advice forms.
- FinOps IntegrationService Owner (Processor) and Service Manager/HoD layer for approvals.
- File AttachmentsOption to upload and archive supporting documents.
- Audit & SLA ComplianceEnsures adherence to timelines with escalation triggers.
Benefits
SLA Monitoring
Automated alerts for SLA breaches.
Process Transparency
End-to-end visibility for requesters and processors.
Improved Accountability
Multi-level approval with detailed audit logs.
Operational Efficiency
Reduced manual intervention and delays.
Custom MIS
Generate Excel/raw dumps for advanced analytics.
Highlights
- Additional report generation parameters.
- Updated formats for better usability.
- FinOps report access and generation from Service Owner desk.
- Export to CSV/Excel/PDF for analysis.
- Outward Clearing
- Inward Clearing
- Positive Pay Automation
- OCR and Dynamic Report Engine
- House Transfer Cheque Processing
Technology Stack
Client Success Story
HSBC
Eastern Bank Limited (EBL)
“Eastern Bank Limited has implemented ASD’s Service Request Tracking System to streamline service request handling. The platform’s structured queues, MIS reporting, and SLA monitoring have enabled us to deliver faster resolutions and better customer service. ASD’s continuous support has been highly valuable.”
Frequently asked Questions
Q1: Can workflows be customized?
Yes, workflows and SLA thresholds can be configured as per client requirements.
Q2: Does it support multi-branch operations?
Yes, requests from multiple branches can be consolidated in a central system.
Q3: What reporting options are available?
MIS reports, Excel dumps, and customizable reporting parameters are included.
Q4: How secure is the platform?
It includes role-based access, audit logging, and SLA monitoring alerts.
Q5: Can it integrate with Finance & Operations (FinOps)?
Yes, the platform has built-in modules for Service Owner and Service Manager/HoD roles.
