Demand Support Management - Enterprise Resource Planning - ERP

Request and Support Management

Efficient management of internal demands, acceleration of workflows and strengthening of coordination between departments are critical needs for businesses. Konektom ERP's Demand and Support Management Module manages all demands through a central system, making processes traceable, measurable and optimized.

This module enables departments to work more effectively with advanced features such as automatic request routing, approval mechanisms, workflow management and ERP integration. Productivity is increased and operational errors are minimized by prioritizing and tracking requests and managing feedback processes.

Providing transparent and systematic management, this solution enables employees to easily submit their requests and follow the processes. Instant notifications, delay warnings and detailed reporting features accelerate decision-making processes while providing sustainable and controlled support management for businesses.

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Request and Support Management

Konektom ERP's Request and Support Management was developed to accelerate communication between departments within the company, optimize workflows and manage requests efficiently.

Creating a Request

Request Pool

Request Tracking

Interdepartmental Support

Notification & Reporting

ERP Integration

Request Creation & Categorization

The request creation process allows employees to easily and standardize requests for support, materials, technical services or information. Requests are divided into predefined categories and directed to relevant departments quickly and efficiently.

Features

Predefined Request Types & Categories
Request Forms & Field Based Definitions
Service Duration & Prioritization
Department Based Demand Management
Ability to Add Files & Documents
Transaction History & Automatic Notifications

Predefined Request Types & Categories
Requests are classified under specified categories, enabling systematic management of workflows. This makes it easier to track processes and speeds up the directing of requests to the correct unit.

Request Forms & Field-Based Definitions
In request entries, complete information is provided using forms that include fields specific to the needs. Form contents can be customized, so requests for different business units can be managed in detail.

Service Duration & Prioritization
Delays in critical business processes are prevented by prioritizing requests according to their urgency level. Service durations are determined to ensure that requests are completed on time.

Department-Based Demand Management
Processes are accelerated by automatically directing requests to the relevant department. Thanks to department-based analyses, the intensity of requests and processing times can be monitored.

Ability to Add Files & Documents
In order for the requests to be descriptive and complete, users can upload relevant documents, technical drawings or supporting documents to the system. In this way, the accuracy of the processes is increased.

Transaction History & Automatic Notifications
Transaction history is recorded for each request, ensuring full traceability of the processes. Thanks to automatic notification mechanisms, the request status is instantly communicated to the relevant persons.

Request Pool & Workflow Management

All requests are collected in a central pool and automatically directed to the relevant departments. Systematic management of workflows ensures that requests are processed correctly and on time.

Features

Demand Pool Management (HR, IT, Purchasing, Maintenance etc.)
Automatic Request Routing & Assignment
Prioritization & SLA Management
Automatic Task Allocation for Requests
Customizable Workflows
Transaction History & Automatic Notifications

Request Pool Management (HR, IT, Purchasing, Maintenance etc.)
Requests from different departments are collected in a single central pool. Thus, all requests can be managed from a single screen and the workload is distributed in a balanced way.

Automatic Request Routing & Assignment
The system automatically determines the relevant department and routes the request according to the type and content of the request. This speeds up the processes and prevents incorrect routing.

Prioritization & SLA Management
Critical business processes are intervened quickly by determining the priority levels of requests. With SLA (Service Level Agreement) management, requests are completed within the specified time.

Automatic Task Distribution for Requests
Incoming requests are analyzed by the system and automatically assigned to the appropriate person or team. Operational efficiency is increased by distributing the workload in a balanced manner.

Customizable Workflows
Workflows suitable for different business processes are created to customize demands according to departments. In this way, each process is optimized according to its own requirements.

Transaction History & Automatic Notifications
Every stage of the requests is recorded to ensure traceability. Automatic notifications are sent to users and responsible team members to manage the processes without any disruption.

Request Tracking & Approval Mechanisms

The progress of the requests is monitored instantly and customized approval mechanisms can be created according to the designated authorities. Thus, the control and management of the requests are carried out systematically.

Features

Request Status Tracking (Pending, Processing, Completed, etc.)
Multi-Stage Approval Mechanism for Request
Manual & Automatic Approval Processes
Undo & Revision Requests
Transaction History & Automatic Notifications

Request Status Tracking (Pending, Processed, Completed, etc.)
The stage of the requests can be viewed instantly on the system. Users can follow the status of their requests and get information about the process.

Multi-Level Approval Mechanism for Requests
Customized multi-level approval processes can be created according to specific authorizations. Depending on the type of request, different approval flows are determined to make the processes secure.

Manual & Automatic Approval Processes
Requests can be approved manually or automatically according to specified criteria. In this way, frequently used requests can be processed quickly, while critical requests can be subject to detailed review.

Reverse Transaction & Revision Requests
Reverse transaction and revision options are provided to correct incorrect or incomplete requests. In this way, incorrect requests are prevented and the process continues without interruption.

Transaction History & Automatic Notifications
All approval processes and changes made are recorded to ensure traceability. Users and relevant teams receive automatic notifications about the progress of requests, ensuring that processes are managed without disruption.

Interdepartmental Support & Coordination

It is a structure that accelerates business processes and provides coordination by strengthening the integration between different departments. Requests are directed to the relevant departments and an efficient working environment is created.

Features

Interdepartmental Request Routing
Assigning Tasks & Defining Sub-Processes for a Request
Internal Communication & Note Taking Features
Involving Internal Stakeholders in the Process
Department Based KPI Tracking & Performance Measurement
Transaction History & Automatic Notifications

Inter-Departmental Request Routing
Requests are automatically routed to the relevant departments and processed quickly by the right team. This simplifies process management and prevents delays in requests.

Assigning Tasks for Requests & Defining Sub-Processes
Requests are managed more systematically by dividing them into specific tasks. By defining sub-processes, responsibilities are detailed and processes are made more effective.

Internal Communication & Note-Taking Features
Teams can collaborate better on requests thanks to note-taking and comment-adding features that strengthen communication between departments. Important information is recorded in the system throughout the process.

Inclusion of Internal Stakeholders in the Process
Experts from different departments are included in the process for specific demands. The decision-making process is accelerated by increasing the coordination of the relevant teams.

Department-Based KPI Tracking & Performance Measurement
The performance of each department is analyzed through KPIs such as request processing time, response time and completion rate. Process improvements can be made thanks to performance data.

Transaction History & Automatic Notifications
All stages of the requests are recorded in the system and transaction history can be monitored. With automatic notifications, the relevant teams are informed of every step of the process.

Notification, Reporting & Feedback Management

Supports continuous improvement of the system by ensuring effective tracking of requests, analyzing processes and evaluating user feedback.

Features

Feedback & Evaluation After Request Closed
Instant Notifications (E-mail, SMS, ERP Internal Notifications)
Latency Management & SLA Alerts
Department Based Performance Reports
User Satisfaction Measurements
Transaction History & Automatic Notifications

Feedback & Evaluation After Request
Closure User feedback is collected for completed requests to measure the effectiveness of the processes. In case of negative feedback, improvement suggestions are evaluated to increase operational efficiency.

Instant Notifications (E-mail, SMS, ERP Internal Notifications)
Users receive updates on their request status instantly via e-mail, SMS or notifications integrated into the ERP system. This ensures transparency of processes and accelerates communication.

Delay Management & SLA Alerts
When SLA (Service Level Agreement) periods are exceeded, the system automatically sends alerts to responsible persons. It ensures that preventive actions are taken for critical delays.

Department-Based Performance Reports
Productivity reports are created by analyzing request processes on a departmental basis. Response times, completion rates and disruptions in processes are measured and improvements are made.

User Satisfaction Measurements
When the request processes are completed, automatic surveys are provided for users to evaluate their experiences. Necessary improvements are made in the processes in line with the feedback.

Transaction History & Automatic Notifications
The transaction history of all requests is recorded in the system and made traceable. In critical processes, teams are informed with automatic notifications to ensure action is taken.

ERP Integration & Automated Workflows

Demand management processes automate workflows by working fully integrated with ERP systems. In this way, demands are instantly transferred to the relevant processes and operational efficiency is increased.

Features

Integration with Purchasing, Warehouse, Finance, IT, HR, Maintenance Modules
Automatic Request Conversion (Purchase Order, Maintenance Request etc.)
Request Tracking & Processing via ERP
Authorization & User Roles Management
Digital Documentation & Archiving
Transaction History & Automatic Notifications

Integration with Purchasing, Warehouse, Finance, IT, HR, Maintenance Modules
Requests from different departments are automatically directed by integrating with the relevant modules of the ERP system. Thus, the need for manual operations is minimized.

Automatic Request Conversion (Purchase Order, Maintenance Request, etc.)
Approved requests are automatically converted by the system into the relevant order, work order or maintenance request, thus accelerating the process.

Request Tracking & Processing via ERP
Users can instantly track the status of requests from the ERP system and make updates during the process.

Authorization & User Role Management
Authorization mechanisms are created by defining user roles in request processes. Thus, only authorized users can perform the relevant operations.

Digital Documentation & Archiving
Documents and forms related to request processes are digitally archived, providing fast and secure access to past transactions.

Transaction History & Automatic Notifications
The transaction history of all requests is stored in the system and made traceable. At critical stages, teams are informed with automatic notifications.