Wrike’s new Service Management Solution provides a single platform for any service team — from HR to IT to Finance — to bolster productivity and strengthen cross-functional collaboration both inside and outside of the business
SAN DIEGO, Calif., August 31, 2022 - Wrike, the most powerful work management platform, today released its new Service Management solution template, specially designed to enable companies to quickly and cost-effectively establish any kind of service team — from Finance to IT and HR — on a secure, robust, and scalable platform. By allowing service teams to operate in the same platform as the users they serve, companies see huge productivity gains through simplified workflows and increased visibility, without the need to spend on specialized technologies that are complex, expensive, and difficult to ramp up. To further enhance operational efficiency, Wrike also released a new capability supporting in-platform email communication with non-Wrike users. Wrike’s continued focus on versatile use cases and key collaboration features is geared towards empowering teams across any size organization, from startups to the enterprise, to truly ‘work as one.’
“We understand companies of all sizes, but especially SMBs, face significant challenges around security, budget, and cross-functional work, to name a few,” says Andrew Filev, Founder, Wrike. “In a single swoop, Wrike brings to everyone the capabilities of expensive enterprise tools in a very accessible and user-friendly package. As their business scales, they will need a solution that can grow with them rather than having to take on the time-consuming task of seeking out multiple other solutions to meet new demands. Our customers have deployed the platform across all departments, covering a wide variety of their business workflows. In doing so, Wrike is bringing all work in the organization onto one platform, simplifying the lives of millions of users and putting them in control of their work.”
Within the Service Management solution template, teams have the ability to streamline work with a consolidated request and service management process; increase visibility with dashboards to monitor task progress, tracked incidents, and service requests; and build a self-service knowledge base to increase cross-departmental education. This out-of-the-box template also features multiple Custom Items Types – a core new platform capability that enables users to create their own work item types tailored to their team’s specific culture and style. These can be quickly deployed to manage service-specific workflows, including requests, incidents, knowledge base articles, and change requests.
“According to our recent Dark Matter of Work research, teams are spread across 14 different applications on a daily basis, and send and receive an average of 295 work-related messages each day,” continues Filev. “This causes decreased productivity, as well as burnout and employee churn. When workflows are managed in one platform, by the user and for the user, it helps with onboarding, training, collaboration, and management, resulting in tremendous improvement in employee productivity.”
Templates such as this one reinforce Wrike’s objective to enable citizen developers through no-code technology that allows them to easily set up workflows and build processes for their respective teams. Users can leverage no-code technology found in the Service Management template to automate mundane tasks, address challenges quickly and effectively, manage workflows based on unique team needs, and even reduce time-consuming email communication.
To further meet the needs of service management teams and add more power to the template, Wrike introduced email communication with non-Wrike users, a feature that empowers teams to bridge the gap between in-platform communication and communication with non-Wrike users. The feature provides unmatched utility for IT teams fielding service tickets; HR managers communicating with external candidates; finance groups managing procurement processes with external vendors, and more. By moving communications, such as email exchanges, into a single, trackable workspace, workers can eliminate other systems and applications and more seamlessly manage requests.
“External email communication with non-Wrike users is one of the most demanded feature requests we’ve seen from customers,” says Alexey Korotich, VP of Product, Wrike. “This reiterates workers' desire to move away from disconnected email chains lacking proper workflows and streamline communications into a single source of truth. We’re thrilled to roll this new capability out with our Service Management solution template. It marks an important step in our journey to empower service teams with the tools they need to save work hours, shorten the road to resolution, and achieve better stakeholder satisfaction.”
Wrike users on the Business, Enterprise, and Pinnacle plans can get started with the Service Management Template here.
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Senior Manager, Corporate Communications