Streamlining Internal Request Management for the MarComm Team of a Top MBA School
The Client
Our client is a leading MBA institution, consistently ranked among the top business schools globally. The project manager for their Marketing Department was facing challenges in efficiently managing internal requests for marketing materials.
The Challenge
The marketing team was overwhelmed with manual processes for handling internal requests. They were using multiple forms to collect requests, which would create action cards in Hive. However, the process required manual intervention to move these cards to the appropriate projects and notify requesters. This led to:
- Inefficient use of staff time
- Potential for human error in request routing
- Delays in request processing
- Lack of standardized communication with requesters
The Solution
We developed a custom ticketing system using Hive Automate, leveraging our expertise as official Hive partners. The solution includes:
- Automated routing of requests to appropriate projects based on request type
- Customized email notifications using SendGrid for branded communications
- Dynamic status updates with tailored email templates
- Scalable design allowing for easy addition of new request types or statuses
The Results
While exact metrics are still being gathered, the solution has already demonstrated significant improvements:
- Reduced manual workload for the marketing team
- Faster response times for internal requests
- Improved tracking and management of requests across different projects
- Enhanced communication with requesters through branded, status-specific emails
ROI and Scalability
The initial implementation focused on the Web Services team, with the potential to expand to other departments. The solution's modular design allows for easy scaling and adaptation to new request types or departments.
For similar implementations, our team estimates a development time of approximately 20 hours.
Conclusion
This automated ticketing system has transformed the internal request management process for our client's marketing department. By leveraging Hive Automate and our expertise, we've created a scalable, efficient solution that can be easily adapted for other departments or similar institutions facing comparable challenges.
Tech Used
- Entirely built in Hive Automate
