How Element Improved Ticket Accuracy, Collaboration, and Change Success

Challenges

• Outdated Portal: No clear forms for Marketing or Cybersecurity; users struggled to navigate.
• Poor Ticket Routing: Tickets weren’t directed to the right teams, causing delays.
• No Major Incident Flagging: Critical issues weren’t prioritized or communicated effectively.

Solution Delivered

• Improved Service Access: Added Marketing and Cybersecurity forms, quick links, and a custom “Contact Us” page in Employee Center.
• Smart Routing: Enabled region-based ticket routing to direct issues to the right teams faster.
• Incident Management: Added UI to flag and manage major incidents, with alerts and auto-generated post-incident reviews.

Benefits & Outcomes

• Higher Change Success Rate: Reduced risk and disruption through structured Change Management.
• Improved Ticket Routing: More tickets were accurately assigned through location-based routing.
• Higher User Satisfaction: Improved access to Marketing and Cybersecurity services.