The client
The client is a large healthcare organization headquartered in Singapore, with hospitals and healthcare facilities across Southeast Asia.
Clinical teams, departments and administrative offices rely on support teams for facility, administrative and technical issues. When something goes wrong in a hospital, the request needs to reach the right team fast.
The challenge
Issues were reported by email and phone, and tracked by following up with other departments. Without a central record, nobody could say who owned a request or where it stood.
- Requests arrived by email and phone, with no single place to track them.
- Responses were delayed and some requests were missed.
- Ownership of each request was unclear.
- Requesters made repeated calls and emails to check progress.
- Managers had little visibility of service across facilities.
What they set up in Asset Infinity
The organization moved support requests into Asset Infinity’s Work feature, with categories, priorities, assignment rules and escalation defined for each kind of request.
One helpdesk for every facility
Departments and facilities raise requests in one system, from the web or mobile app, instead of by phone or email. (Work)
Categories and priorities
Request categories and priorities were set up for the organization’s different support needs, so urgent issues stand out. (Work)
Assignment and escalation
Each request is assigned to the relevant support team, moves through defined statuses, and escalates with reminders when it waits too long. (Work)
Service in view
Dashboards show open requests by status, priority and owner, and which actions are pending. (Insight)
How it works day to day
Here is what happens now when a department needs support.
- Department staff: raise a request. From the web or mobile app, or by scanning the QR label on equipment, staff raise a request and choose its category and priority.
- System: routes it to the right team. The category decides which support team receives the request, and that team is notified straight away.
- Support lead: assigns an owner. The lead assigns the request to a named person, who is notified on the mobile app. Ownership is now on record.
- System: escalates when it waits. A request that sits too long at any status triggers a reminder and escalates, so nothing is missed.
- Support staff: work and close it. The owner updates the status as work progresses, adds notes, and closes the request when the issue is resolved.
- Requester: follows progress. The person who raised the request sees its status and owner without calling or emailing to ask.
- Service manager: reviews service. Dashboards show open requests by category, priority and team, and where pending actions are piling up.
Before and after
| Before | With Asset Infinity | |
|---|---|---|
| Raising a request | Email or phone call | One helpdesk for all departments |
| Ownership | Unclear | A named owner for every request |
| Tracking | No central ticket tracking | Every request a ticket with category and priority |
| Missed requests | A real risk | Escalation when a request waits too long |
| Checking progress | Repeated calls and emails | Status visible to the requester |
| Service visibility | Limited | Dashboards by status, priority and owner |
How it rolled out
- Channels and workflows reviewed. The team reviewed support channels, request volumes, response delays and how departments worked.
- Helpdesk configured. Categories, priorities, assignment, status, escalation and closure steps were set up for each type of request.
- Teams trained and supported. Support and departmental teams were trained, and workflows were refined after go-live.
The results
- All support requests consolidated in one helpdesk
- Faster identification, assignment and response
- Clear visibility of status, ownership, priority and pending actions
- Clear responsibility for every request
- Fewer calls and emails to chase progress
- Better coordination across clinical, administrative and technical support
Why it worked
Built around their requests
Categories and priorities match the organization’s real support needs, so each request reaches the right team first time.
Ownership by default
Every request has a named owner and a status, which ended the question of who was handling it.
Escalation built in
Defined escalation means a waiting request comes back into view on its own.
Looking ahead
The healthcare organization moved from scattered support communication to one helpdesk across its hospitals and departments.
Every request is now a tracked ticket with an owner, a status and a defined path to closure. That has cut follow-ups, improved accountability and made support more efficient across clinical, administrative and technical teams.