Streamline, Resolve, Succeed with Service Request Management

Why Service Request Management (SRM) Matters?

In today’s experience-driven world, the quality of service often determines business success. Whether you’re a bank, insurance provider, hospital, or government agency, the way you manage service requests directly impacts your reputation, customer satisfaction, and workforce efficiency.

Requests pour in every day — from customers, partners, and employees — through various channels like email, chat, and contact centers. Without a unified process to handle, prioritize, and resolve these requests, even minor delays can quickly escalate into frustration and lost opportunities.

An effective Service Request Management (SRM) system is not just about tracking tickets; it’s about building a proactive, transparent, and intelligent service ecosystem that empowers both customers and employees.

When Requests Turn Into Chaos

Modern organizations handle thousands of requests daily, and without the right technology, managing them becomes a nightmare.

Common Challenges of Unorganized Request Handling:

• Unresolved or lost queries due to system silos.

• Frustrated customers and employees.

• Decreased productivity and missed SLAs.

• Delayed approvals due to lack of mobility.

• No actionable insights from data.

• Complex change management cycles.

• Hurdles in configuring new services or workflows.

These challenges often create bottlenecks that slow down resolution times, increase operational costs, and damage customer trust.

Why Quick and Effective Resolution Is Essential?

Response time has a direct impact on customer and employee satisfaction. As organizations scale, relying solely on call centers, emails, or chatbots is no longer enough.

To deliver consistent, high-quality service, businesses must:

• Streamline processes across departments.

• Automate repetitive tasks.

• Enable omnichannel communication.

• Provide transparency and real-time status tracking.

When service requests are resolved faster, employees become more productive, customers stay loyal, and the business strengthens its competitive edge.

The Case for Intelligent SRM

Whether visible or not, every organization practices some form of service request management. But the difference between reactive and proactive service lies in how intelligently the system captures, routes, and resolves requests.

Benefits of a Robust SRM System

• Manage a high volume of requests efficiently.

• Reduce support costs and dependency on manual intervention.

• Enable self-service and request tracking for users.

• Prioritize tickets based on urgency and category.

• Configure, copy, and modify requests instantly.

• Improve user experience with transparency and accountability.

A strong SRM framework creates a centralized hub for requests, ensuring nothing gets lost and every issue reaches the right team at the right time.

What an Ideal SRM System Looks Like

1. Omnichannel Experience

A modern SRM should allow users to initiate and track requests from any channel — web portals, mobile apps, chatbots, or contact centers. Mobile capabilities are particularly critical, allowing both customers and administrators to create, approve, and close requests on the go.

2. Predefined Templates for Fast Creation

Pre-built templates for frequent service requests (e.g., account updates, policy changes, IT support) accelerate time to market and reduce manual setup.

3. Real-Time Configuration

A service request configurator lets administrators define turnaround times, trigger escalation alerts, and modify workflows dynamically — without coding. Conditional routing, automated closure, and easy integration with CRM, ECM, CBS, and ERP systems ensure seamless workflow management.

4. Transparency and Communication

A two-way communication loop between service providers and customers ensures that updates are shared in real time — from initiation to closure — reducing follow-up queries and improving trust.

The GenAI Advantage in Service Request Management

Generative AI (GenAI) is redefining SRM by automating and enhancing every stage of the request lifecycle.

Key Capabilities

• Request Categorization: Automatically identify and classify requests using natural language understanding.

• Smart Workflow Generation: Generate workflow steps and personas for each request type.

• Case Summarization: Create concise summaries for faster resolution and knowledge transfer.

• AI-Assisted Guidance: Recommend solutions to agents based on historical data.

With GenAI, organizations can reduce repetitive interactions, speed up resolutions, and empower support teams to focus on complex queries.

Workflow Automation and Mobility

A robust SRM system must combine automation, decision-based routing, and mobile access to streamline service processes.

Highlights

• Dynamic workflows ensure requests are routed to the right approver automatically.

• Device-agnostic forms allow requests to be raised or modified from any device.

• Validation modules simplify rule creation and eliminate coding complexity.

• Mobile apps enable field executives and admins to manage approvals anytime, anywhere.

This combination of automation and mobility ensures continuity, even in distributed work environments.

Data-Driven Decisions with Analytics

SRM systems equipped with built-in analytics can transform operational visibility.
Leaders can track KPIs such as:

• Volume of requests per department.

• Average turnaround time (TAT).

• SLA compliance rates.

• Request backlog trends.

These insights help identify bottlenecks, optimize staffing, and enhance customer satisfaction through data-backed decisions.

Case-in-Point: A Financial Services Transformation

A mid-sized financial services provider faced constant service delays due to manual tracking and lack of visibility. By adopting Newgen’s SRM solution, the organization:

• Automated over 200 request types.

• Reduced TAT significantly with real-time monitoring.

• Created a centralized knowledge base for staff and customers.

• Improved first-contact resolution and process efficiency.

The transformation resulted in faster service delivery, improved customer satisfaction, and reduced operational overhead.

How Newgen Reinvents SRM?

Newgen’s Service Request Management Solution is built on the NewgenONE low-code digital transformation platform, combining process automation, content services, and communication management.

Key Differentiators

• Low-Code Configurability: Modify workflows or add new request types without IT intervention.

• AI-Powered Insights: Utilize GenAI for summarization, analysis, and proactive recommendations.

• Omnichannel Accessibility: Unified request handling across web, mobile, email, and chat.

• Compliance and Governance: Embedded audit trails and SLA monitoring.

• Seamless Integrations: Connect easily with core banking, insurance, and HR systems.

By bridging internal and external service requests, Newgen’s SRM ensures faster resolutions, improved visibility, and higher satisfaction rates.

The Result: Simplify with Speed and Agility

Organizations using Newgen’s SRM solution report:

• Up to 50% faster response times.

• 30–40% reduction in operational costs.

• Higher SLA compliance rates.

• Enhanced transparency across customer and employee requests.

Redefine Service Excellence with Newgen

Transform your service operations with AI, automation, and low-code agility.