1. Issue: Effort to create responses is wasted

The in-house IT help desk of the company accepts IT-related inquiries from employees via a web form and handles 20 to 30 inquiries per day.

This form has a function that allows users to withdraw their inquiries themselves. However, the system does not notify the help desk staff that an inquiry has been withdrawn. As a result, there were cases where the staff continued working on creating a response without realizing that the inquiry had been withdrawn.

This resulted in unnecessary work being done, which led to a decline in the efficiency of the entire business.

2. Solution: Withdrawal Notifications Shared Instantly

To solve this problem, the process owner added a notification feature to the workflow.

Specifically, when an inquiry is withdrawn, all staff members are automatically notified by email. The notification includes the subject and ID of the inquiry, as well as the date and time of withdrawal, so staff members can immediately understand the details of the cancellation.

This allows staff to immediately see when an ongoing case is no longer necessary, allowing them to stop working on it quickly and move on to the next case.

Withdrawal notifications reduce wasted effort by preventing the creation of unnecessary responses.

3. Customers Case Study

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