Improving Efficiency and Processes to Create a Better Organizational Ecosystem

A clinical SaaS company emerging for the first time in the large pharma market lacked the essential process and standardization to deliver with sophistication to a high profile client.  Facing challenges with their ticketing system, which lacked standardization, a lack of structured process, and organizational inefficiencies, Pintail Solutions was tasked with positioning them to deliver more effectively.

This absence of structured process resulted in inefficiencies, including difficulty in tracking workload, managing deadlines, and ensuring accountability. The disorganized system led to an overwhelming volume of work tickets, impacting productivity and overall operational efficiency.

Challenge: Poor management and organization created a lot of frustration and headaches both inside and out of the organization.

The organization initially faced several critical challenges. An unstructured ticketing system lacked standardized processes for submitting, tracking, and resolving tickets, leading to inefficiencies and confusion. Poor task management, stemming from the absence of clear workflows, made it difficult to handle deadlines and workloads effectively.

Furthermore, the lack of defined procedures resulted in limited accountability, with unclear roles contributing to missed deadlines and unresolved tasks.

Outcome: Streamlined process, decreased work tickets, and improved systems to drive better overall client satisfaction

Pintail Solutions implemented standardized ticketing procedures that dramatically improved operational efficiency and accountability. The number of work tickets submitted decreased by an impressive 82.6%, dropping from 46 to just 8, reflecting the success of the new streamlined process.

Improved tracking systems and deadline management resulted in better task organization, timely completion of assignments, and enhanced client satisfaction. Additionally, clear workflows and defined roles significantly increased accountability, ensuring responsibilities were well-distributed and consistently followed through.

Solution: Pintail's team of experts implemented new systems, developed more standardized workflows, and continues to provides improvements for the team.

1. Assessment and Planning

• Conducted a thorough assessment of the existing ticketing processes.
• Identified key areas needing improvement, including ticket tracking, workflow management, and accountability.

2. Development of a Standardized Workflow

• Created a comprehensive ticket request workflow chart, outlining each stage of the ticketing process.
• Developed standardized procedures for ticket submission, tracking, and resolution to ensure consistency.

3. System Configuration

• Configured the ticketing system to align with the newly developed workflow.
• Implemented features for better task tracking, deadline management, and accountability.

4. Training and Implementatioon

• Provided training for staff on the new ticketing procedures and system features.
• Ensured smooth transition by offering support and troubleshooting during the implementation phase.

5. Ongoing Monitoring and Optimization

• Established a system for ongoing oversight to monitor the ticketing system’s performance.
• Made adjustments as needed to align with organizational needs and address any emerging issues.

No more wasted time leads to an even better client experience

By addressing the lack of standardization in the ticketing system, Pintail Solutions successfully streamlined the process, leading to a substantial reduction in the volume of work tickets. The improvements in task management and accountability have not only increased efficiency but also enhanced overall productivity and greatly improved client satisfaction.