HEINZELMANN Service.Desk

Workflow Management

Digital transformation trough efficient workflow management

In times of globalization and increasing networking, manual work processes hinder the development of companies by encouraging disruptions, often being sources of errors and slowing down processes. The dependence on the know-how of certain employees and the resulting lack of transparency of business processes is becoming an ever-increasing problem. Imagine such an employee quits his job at short notice without preparing a complete handover protocol. What does this mean for your company?

Do not let it come to that!
Digitize and improve your processes with the introduction of IT-supported workflows, such as with the HEINZELMANN Service.Desk Workflow Module.

Service Management:
Successful automation!

For more efficiency, higher employee satisfaction and economic sustainability.

What is meant by “workflow management”?    

Business processes are activities that determine the daily work routine. They describe the individual activities required to achieve a business goal. Workflows, on the other hand, represent the technical implementation of these steps. Workflows have a trigger, consist of several work steps that always follow the same pattern, one after the other or parallel to each other, and have a defined end. Within a workflow, activities are assigned to various roles, each of which is given its own task. In addition, they provide information, tools and documents to successfully complete a business process.
Many companies still stick to manual workflows. For example, a document is sent by e-mail to a second person who, after completing the document, forwards it to a third party.
If software is used to map such a process, valuable results can be achieved for the company.

In summary, a workflow describes when, how and who executes the underlying business process with which technical tools.

Improve your business processes by digitizing your workflows!

With the introduction of such a workflow management system, already existing processes in the company can be accelerated and the potential for errors reduced to a minimum. Increase not only the productivity of your employees, but also their efficiency and creativity. If you invest in a system like HEINZELMANN, you invest in the satisfaction of your employees at the same time. And you know best: Your employees are your greatest asset!

Are you wondering how this works?

Digitizing your processes frees up more time that was previously spent on administrative activities or additional communication efforts. In addition, it creates transparency. The workflow owner, for example, has the advantage of being able to act at any time. He knows which steps are being processed at which point and which are delayed. Furthermore, work steps are visualized for authorized persons and thus replace time-tested to-do lists.

Make decisions faster, implement measures more quickly and reduce processing and layover times with the workflow module. A new sub-process is only started when the start conditions are met, i.e. when a certain point in time has been reached or the step before has been completed . And it’s not just your IT department that benefits from this; efficient workflow management can be used across departments.

Services from specialist areas such as facility management, HR, customer care, etc. can be digitized, as can IT processes.

How do workflows pay off?  

Analyze the current status so that you can find out how the automation of your processes pays off. Ask yourself how much effort the processes currently cause! Are all steps of the business process known?

An example from everyday life:

Your HR department wants to hire a new employee. Before his first day of work begins, various processes must be gone through. A phone number and an e-mail address have to be created, business cards have to be ordered and the workplace has to be set up. Several departments are involved in these processes, and there are labor costs as well as personnel costs. If you have an overview of these figures, you can calculate what digitization of this process can achieve.

Companies that have workflow automation in mind are well-equipped for their digital transformation and for the future.

  ADVANTAGES:

  • Securing and optimizing workflows
  • Increase productivity, efficiency and transparency of recurring and ITIL-compliant processes
  • Reduced communication effort
  • Ensuring the correct distribution of tasks and information
  • Reduction of transit and layover times
  • Detection of internal deficits and reduction of errors
  • Faster access to information and documents
  • Simplification of the monitoring of processes
  • Faster decision- and action-making
  • Flexible adaptation of work processes and employee organization
  • Improvement of employee satisfaction
  • Evaluation of workflow processes and targeted inclusion of necessary process changes through reports
  • Increase in economic sustainability

  EXAMPLES:

  • Equip new employees as quickly and accurately as possible
  • Bring new applications to market in half the time and at lower cost
  • Increase the speed of innovation
  • Deploy IT service personnel for higher value tasks

In general, all standardized tasks can be automated relatively easily and without problems:
Approve vacation requests, data breach notification requirements, apporve documents, approve statements, open customer accounts, process insurance claims, process product orders, create invoices, follow-up with customers and business contacts, etc.


HEINZELMANN WORKFLOW makes recurring and ITIL-compliant processes transparent and efficient in the long term. By determining the “critical path”, you have control over the possible adherence to the final deadlines at all times. You quickly recognize when unforeseen disruptions occur, can react accordingly and always have an overview of whether changes will affect the due date.

 

Automate process management with the HEINZELMANN!

A new employee has been hired in your administration. She not only needs an equipped workstation, she also needs access to a variety of software, perhaps an employee ID card or several keys. Ideally, there should be a workflow of interdependent ticket sequences that can be checked at any time to ensure that the “critical path” has been considered and that deadlines have been met. Roles that are involved in the “new employee” workflow are informed precisely when their part in the overall process needs to be completed. This means that all involved employees are always informed automatically at the right time when they have to complete their part in the overall process.

The great thing is that there are also reports! These help to evaluate the workflow and to include necessary changes in the current process. Because only by building up the necessary understanding of the process can cumbersome work steps be optimized and simpler ones implemented for the next time.

And this is how it works:

  • You use the initial ticket you start a workflow, e.g. making a work station available to a new employee
  • Tickets are now automatically addressed to the affected groups and employees with predefined due dates and consequences, e.g. order PC and/or telephone, prepare workstation, create account, assign telephone number, order business cards, …
  • Depending on the completion of the previous tasks or the time component, the notification about the next necessary activity is automatically sent to the appropriate group e.g. “Set up e-mail account” to the IT administration or “Print business cards” to marketing
  • The initiator of the workflow is always kept up to date and can monitor the adherence to time windows and the “critical path”
  • The process owner can react at any time and adjust the process if necessary. With every change, all start and end times are recalculated

Elements of a workflow:

  • Each workflow has a trigger and a completion
  • It consists of several work steps (activities, actions, activities) which are sequential and/or parallel
  • It always runs again and again according to the same or a similar pattern
  • It has a defined status when an activity is successfully completed or canceled
  • The workflow assigns activities to different roles (=participants), which are represented either by a person or by the system
  • The workflow provides information, tools and documents that are used by the roles to realize and execute the activities.

HEINZELMANN Service.Desk
test free of charge or purchase directly
The price for our HEINZELMANN solution depends on the supporters/employees who process your tickets. HEINZELMANN costs only 995€ in the starting version with three supporter licenses including one admin. Please contact us, we will be pleased to make you an individual offer.

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