Business Overview
A growing IT services company needed a centralized solution to manage employee requests across HR, IT, and Finance. As requests increased, handling them through emails, phone calls, and messaging apps became inefficient, leading to delayed responses and limited visibility.
Business Challenge
The organization wanted to streamline internal support while keeping the employee experience simple.
Key challenges included:
- Employee requests arriving through multiple communication channels.
- No centralized tracking of requests.
- Delayed responses and missed requests.
- Limited visibility into request status and workload.
- No reporting on response time, resolution time, or team performance.
- Avoid giving all employees access to the full Odoo Helpdesk module.
Our Odoo ERP Solution
After analyzing the client's support processes, Infinit80 designed a centralized Employee Request Management Portal integrated with Odoo.
The solution included:
- Simple employee request portal.
- Department-wise request routing (HR, IT & Finance).
- Category and Sub-category based ticket creation.
- Automatic ticket generation and assignment.
- SLA-based workflow management.
- Real-time status tracking and notifications.
- Management dashboard for monitoring requests, workload, and team performance.
Business Impact
The implementation enabled the client to:
- Centralize employee request management.
- Eliminate missed or forgotten requests.
- Improve response and resolution times.
- Balance workloads across departments.
- Monitor SLA compliance and team productivity.
- Enhance employee satisfaction through faster support.
Odoo Modules Implemented
- Custom Employee Request Portal
- Helpdesk (Integrated)
- Employees
Why This Solution Worked
Instead of exposing every employee to the complete Helpdesk application, Infinit80 created a simplified request portal that delivered the same operational benefits with a cleaner user experience. The result was a scalable solution that improved efficiency, visibility, and service quality across the organization.