Through their deeply rooted history - trust, care, and accessibility, this nationwide company is well-known today as a provider of trusted care in local communities around the U.S; maintaining a constant need to meet customers’ needs and improve their health with the support of their 9,200 freestanding stores that include pharmacies, clinics, and other services to help champion individuals health.
As today’s health care and retail markets evolve, this company must be able to continue to innovate, update, and maintain their current number of stores. With support from their Vendor Network, Project, and Store Managers all of whom maintain pre-existing locations. Their responsibilities include being able to identify elements of their stores that may be replaced/fixed such as gondolas, shelving, lighting, etc.
The current system for submitting and receiving service requests for the Store and Project Managers is a Manual process of completing a physical form. This form is stored on the company’s internal portal page and submitted via email to the Store Touch Request Team (STR Team).
The STR team would review each request and manually duplicate the request in their system. The current process is time consuming, inefficient, and leads to common human-errors. In addition, this company’s internal portal for Project and Service Managers to submit requests was soon to be deactivated all together, leaving a gap on how Project and Store Managers could access and submit their requests.
External Request Application Built In Quick Base
Integrated with current Quick Base system for store maintenance projects
Quandary Consulting Group has a good understanding of how this upcoming problem was a growing concern for the team.
Consultants at Quandary worked closely with the STR team to build an easy-to-use request portal. This portal will automatically transfer each request into the STR Team’s main Quick Base application to manage all new and current tasks. This application meets all internal Compliance and Corporate requirements for user access.
When a Store or Project Manager identifies a maintenance need at their location, they can easily access the External Request Application without being an actual user through Quick Base’s feature of assigning an “Everyone to the Internet” role. Once the information has been entered, the STR team receives a notification of the new request to their team inbox in Outlook and is able to go into the application to review the request to be approved.
If the request needs additional information, the requester is notified automatically through the internal notification system within Quick Base.
Once the new request is approved and can be managed by the STR team, the information from the request gets mapped over in the STR team’s Quick Base application through the use of Webhooks. This eliminates the need for a member of the STR team to manually create a new request record in their own system and be able to fulfill the request quicker.
- Reduced the manual inefficiencies of inputting and tracking submitted requests
- Requesters needing to go to only one place to enter, review their requests
- Increased user access to the External Form Application without going over the company’s user count agreement
- Workflow time is reduced by an hour a day from when a request is submitted and reviewed