Store Communications – What happens after a request has been submitted?

One of the key features of effective store communications is the creation and submission of requests from store managers. In “Perfecting the Request” we discussed the attributes of an effective request generation process. Although creating a complete request is important, what happens after the request is submitted is equally instrumental in developing a successful process.

Approving the Request

In some cases a request must be approved before it can be submitted for processing. For example, a request for a coordinated marketing event may need the District Manager’s approval before the marketing department can start planning the event. In this case the request is queued for approval by the corresponding District Manager, who can then approve (or reject) the request from their desktop browser or their mobile device. In some cases, the District Manager may need additional details from the Store Manager before approving the request. This is easily accomplished using a built-in messaging system.

Once the request is approved additional pre-processing can take place.

Assigning the Request to the Right Person

Store Managers may have the option of creating various types of requests that are managed by different departments. When the request is submitted, the system must select the appropriate person depending on the content of the request, and then assign the request to that user (or group of users). This will cause the request to be queued and displayed to the appropriate users so they can process the request.

Assignment may be based on the request type, store location, a specific category or trade specified within the request, and other information.

Sending Notifications

Adding the request to the queue of the assigned user will only be effective if the user is in front of their computer screen. Sometimes these users are away from their desks, and it’s not uncommon for these users to be traveling to store locations. In these cases, the users must be notified that a new request has been created. A built-in notification system can be configured to send out e-mail or text messages to the user assigned to the new request.

Some users may want to be notified of all new requests while others may only want to know about emergency or high priority requests. Notifications may only be required after normal working hours or to help manage emergency situations at store location.

Now that a new request has been created effectively, approved if necessary, assigned to the right user, and notifications have been sent, it’s time for the request to be processed. Stay tuned for our next installment on the life of a store request.


*Photos courtesy of Björn Laczay aka dustpuppy and allanparke