From customer request to completion: team collaboration in GoProject

GoProject lets you link customer requests to internal tasks and documents. This helps teams maintain a clear connection between the customer’s needs, the planned work and its completion.

Requests and related tasks

For example, a customer asks for a change to a service your company provides. The support team receives the request, but fulfilling it also requires input from the technical team and approval of the proposed changes.

If the request, implementation tasks and documents are managed separately, employees have to forward information and clarify who is working on what. When requirements change, everyone involved needs to receive the updates.

The GoProject customer portal allows customers to submit requests and teams to manage their processing. Requests can be linked to internal tasks, maintaining a connection to the original request. This makes it easier to hand work over to the people responsible and track its progress.

Responsibilities, deadlines and task dependencies

A single customer request may require several tasks. One person needs to clarify the requirements, another to prepare the solution and someone else to check the result.

GoProject allows tasks to be assigned to specific users, their progress to be tracked and changes to be reviewed. Project boards help teams monitor task statuses, while Gantt charts support planning task sequences and dependencies.

This allows the project manager to track individual tasks and see how their completion affects the next steps. The team has a clearer understanding of responsibilities and can see which tasks remain outstanding.

Documents and approvals linked to tasks

Fulfilling a request often requires a requirements specification, technical documentation or a change document that needs approval. This information helps clarify exactly what needs to be done and what has been agreed.

In GoProject, documents can be linked to tasks, edited collaboratively and submitted for approval. Team members can find the information they need more easily, while the project manager can oversee the documentation associated with each task.

For example, a description of the proposed service changes can be prepared and approved in the same system used to organise the implementation work.

The capabilities each project needs

Different requests may require different workflows. Tasks and documents may be sufficient for one project, while another also needs sprint planning, testing or time tracking.

GoProject allows teams to enable the modules they need for each project. This makes it possible to adapt the workspace to the project’s requirements while keeping the teams involved in a shared system.

All GoProject modules are included in the selected user package licence. Document management, customer requests, testing and time tracking do not require separate GoProject module licences.

A clear connection between the request and its completion

The customer support team needs to understand how a request is progressing. The people carrying out the work need clear requirements and related documents. The project manager needs to track responsibilities, deadlines and task dependencies.

By linking requests, tasks and documents, GoProject helps organise this collaboration in a shared workspace. Information about the request and the work needed to fulfil it is easier to find and review.

GoProject is developed and supported by the LTECH team in Riga. The system is available in Latvian, English and German.

Book a GoProject demo to discuss how to organise your company’s customer requests and the work associated with them.