Bayen Group was tasked with developing an internal ticketing system for employees to submit support requests to the internal Business System Integration team.

• An aerospace and defense company with over 35,000 employees
  • Business Systems Integration team that oversees the Digital Enterprise Transformation Programs to remain relevant in a constantly evolving competitive landscape

The client required a centralized cloud-based ticketing platform that offers real-time status updates to save time and resources by eliminating the need for manual emails and phone calls to service requests. Additionally, they needed an organized process to service, update, resolve, and archive tickets.

Bayen Group simplified the workflow process by developing a SharePoint automated ticketing form that routes requests to department heads based on the category and function of the request. This development allows the Business Systems Integration team to update assigned tickets with comments, edits, and status changes until the tickets were resolved. The system enables users to search for tickets using submission number, requestor, email address, regional office, or title.

Additionally, submitters are notified via email when their tickets were resolved and given the opportunity to rate their experience. This ticketing system became a core component of a multifaceted system that features a feedback mechanism, synergy with other ticketing systems, and a streamlined onboarding process for key business systems through an Access Request Form. Submitters can track the progress of their tickets from start to completion and download an Excel file of all prior ticket submissions with status updates.