Traveloka takes control of its IT support workflows with Myndbend Process Manager

Challenge. Traveloka’s IT teams previously handled approval requests using manual systems

• Solution. The company started using Myndbend Process Manager™️ with Zendesk to raise support tickets and automate approval workflows

• Impact. Every IT support request now enters an automated workflow, eliminating manual work while ensuring Traveloka adheres to its ideal approval process.

Background
Established in Jakarta, Indonesia, Traveloka is Southeast Asia’s leading travel platform. Its platform attracts over 55 million active users every month, helping travelers find the best deals on flights, hotels and local experience.

The company has more than 2,400 employees who are supported by IT teams across divisions. Collaborating efficiently is vital for the IT team—but in 2020, Traveloka realized it could improve its support and approval workflows to manage and create a more systematic flow.

Challenge

To manage Traveloka’s wide-ranging support needs, the IT team operates an internal help desk. When a support request comes in, the IT team categorizes it, and where necessary, asks managers to approve key decisions. While these approvals are vital, an internal review revealed that the flow could be improved to ensure the end users follow Traveloka’s approval processes.

On top of this, the previous system made the IT teams manually assign support tasks to each other using a ticketing system that lacked event log information. As a result, the Traveloka IT Team had limited visibility of event logs showing how and by whom each ticket was resolved. Since the previous system had many limitations, the team was handling ticket updates and other tasks manually, so it couldn’t respond to incidents efficiently and effectively.

Solution

Automating support and approval workflows

Looking for more structured and efficient ways to handle support tickets, the company implemented Zendesk, a customer service CRM. Traveloka’s goals were to automate its approval workflows in line with company’s internal procedures and to provide a reliable audit trial. Additionally, Traveloka also implemented Myndbend Process Manager™️—an app that enhances Zendesk’s ticketing capabilities.

With Myndbend, Traveloka is able to use pre-defined ticket templates to digitize and automate its workflows. For instance, if a new employee needs a laptop, the IT support team can select a pre-configured support ticket template. The request is then automatically sent to the right approvers via email.

Because Myndbend automates the workflows, Traveloka can now handle support requests without slow, manual task management. In addition, since the groups of approvers are pre-configured, requests always go to the right people—even when a ticket needs multi-level approval.

Simplifying additional sub-requests

Often in IT support, a seemingly simple support request can quickly snowball into a more complex one. When these scenarios arrive, Traveloka can add new sub-requests to the original support ticket using Myndbend’s child tickets.

For example, the IT team might receive a request to perform routine maintenance on a server. However, a team member then sees that the servers need additional maintenance, like a memory upgrade. Instead of creating a new ticket requesting approval for the memory upgrade, the team member simply raises a child ticket that’s attached to the main ticket.

Because the child tickets sync information with the parent ticket, using child tickets gives managers clear visibility over the workflow. What’s more, child tickets can be pre-configured with their own automated workflows, ensuring approval requests are always sent to the correct approvers.

Guaranteeing a reliable audit trail

As part of Traveloka’s previous ticketing system, the auditing of support ticket responses was done manually. This meant that auditors might have less visibility over request details, recipients, and approvers.

With Myndbend, auditors can now open a support ticket to see a precise log of approvers and actions taken. What’s more, they can review this information for both the parent tickets and any child tickets that employees raise.

Because of the data-logging capabilities of Zendesk and Myndbend, Traveloka can also carry out helpful reporting when it’s time to audit. For instance, it can use Zendesk’s Explore feature in combination with Myndbend data to view average incident resolution times for different IT teams.

Impact

Thanks to the combination of Zendesk and Myndbend, Traveloka no longer relies on disconnected manual systems. Instead, the company uses pre-configured approval workflows to ensure its processes are followed correctly.

What’s more, these automated workflows are now helping the IT team respond to incidents faster and more efficiently. This allows the team to spend less time on handling backlogs to allocate its time and resources for development and other projects instead.

Being a data-driven company, Traveloka measures the performance of its IT service desk using the ITSM maturity model. According to the IT Service Delivery Team at Traveloka, the service desk maturity was at "early/Initial level" before the utilization of Zendesk and Myndbend.

With the new systems, Traveloka’s IT team is now at "defined level," meaning that the organization is more proactive than reactive and there are organization-wide standards that provide guidance. In other words, it has become a forward-thinking, customer-centric internal resource.