Manual SharePoint process
The team had used its in-house SharePoint workflow for more than six years, manually pulling emailed completion notes into the system each day.
About
Healthcare nonprofit: The affiliate operates health centers and related facilities. 17 health centers: Facilities service spans the organization’s open health centers. 22 buildings: A five-person staff coordinates work across the property portfolio.
The challenge
Inconclusive completion notes
Incomplete contractor updates made tickets difficult to close.
Unnecessary travel
Staff sometimes arrived after work had already been completed.
Limited site visibility
Health centers lacked one view of their open requests.
The implementation
Facilities workflow
The team moved daily facilities requests into HappyFox.
Security requests
Security joined the shared service system.
Structured completion notes
Contractor work could be recorded against the relevant ticket.
Rules and reporting
The team used Smart Rules, tags, reports, and the mobile app.
Results and benefits.
More tickets completed
The team reports an improvement in monthly ticket completion.
Clear site visibility
Health-center staff can see and comment on requests for their site.
Positive staff response
Health-center staff responded positively to being able to see and comment on their site’s tickets.
Better contractor records
Completion details stay connected to invoice-related work.
Customer quote
“Our customers love that they can see all the tickets for their site and comment.”
More customer stories
HappyFox brought a level of sophistication to our IT support system that was previously unimaginable.
The implementation went smoothly and the customer service is FANTASTIC!!! HappyFox is very easy to use for our team and customizable for our needs.
We appreciate HappyFox's collaborative team and the platform's adaptability.