At ABC Suites, employee support requests were handled through a scatter of emails, phone calls, and informal messages, with no single system to track issues, assign ownership, or monitor progress. Requests could be overlooked, duplicated, or left to sit for days, while support teams had no real visibility into their own workloads or how well they were actually performing. Employees, meanwhile, had nowhere to go to find an answer to a common question before raising it as a request.
Jean Poole, HR & Facilities Manager at ABC Suites, felt the impact daily. Requests landed in her inbox alongside dozens of unrelated emails, with no way to tell a broken door lock from a routine benefits query until she'd opened it, and no record of what had already been promised to whom. Leadership had no data to point to when asked how support was performing—only Jean's sense that things were, generally, getting done.