The ease of use is simply brilliant!
What do you like best?
It took us less than 30 minutes to set-up Back and customize it to our needs, thereby significantly reducing our total cost of ownership and increasing ROI. We were able to flexibly set notifications and create approval workflows with several approvers. The initial ticket rooting can be set up with only a few clicks and can easily be changed by the team. The system learns from our manual changes over time and automatically adjusts the flow accordingly, which is saving us a lot of time.
Back also integrates with Confluence, so we can search for our IT policies there and attach them when we are answering requests in Back. We have also created a few standard forms (e.g. laptop ordering forms) that make it very easy to collect information in a structured format. Back pulls key employee information from our HR management system Personio, which provides us with very helpful context such as the employee's office location and team that can also be autofilled in the forms.
Back is also helping us automate repetitive questions and requests, which is saving us a lot of time every day. The team loves Back because it is easy to use and the UI is very intuitive. Our HR and office management teams are also using Back, so it is very easy to escalate requests to them or keep them in the loop. Back offers comprehensive reporting and analytics functionalities, which makes it easy to track the team's performance. Back's support team is extremely helpful and typically responds to our questions within minutes.
Our employees find it super easy to use Back as they can submit requests via Slack and email and do not need to use a separate application. All requests from all channels get tracked in a single web application that our IT team is working in, so it is easy for them to work collaboratively. Our employees are constantly kept informed and can see the current status of their request at all times.
What do you dislike?
Back currently does not offer an asset management solution, but it's already on the roadmap.
What problems are you solving with the product? What benefits have you realized?
We want to track IT issues and requests across various communication channels (Slack, Email) and make sure that we can work collaboratively to solve the requests as quickly as possible. Additionally, automate information capture and customize workflows to reduce time spend going back and forth with our internal customers.
