Best Practices for Service Request Management

Best Practices for Service Request Management
Service Requests in Momentum AMS help agencies manage client-initiated changes, updates, and requests in an organized, trackable way. Efficient handling of Service Requests ensures timely follow-up, reduces errors, and improves client satisfaction.

This article outlines proven best practices for creating, tracking, and completing Service Requests in Momentum AMS.

1️⃣ Standardize Your Request Types

Use the built-in request types (Driver Add, Vehicle Remove, Address Change, COI, Policy Change Other, Generic) consistently.
Avoid creating too many custom types unless absolutely necessary — excessive options slow down data entry and create confusion.

2️⃣ Always Capture Complete Details Up Front

Include all required information when creating a request — policy, insured, request type, and a clear subject line.
Use the Description field for details the CSR or processor will need to complete the request.
Attach relevant files or documentation (e.g., driver’s license, COI requirements) at the time of creation to avoid delays.

3️⃣ Assign and Track Responsibility

Always assign the request to the correct user, role, or team to avoid ownership confusion.
If the request is unassigned, it risks being overlooked.
Use filters in the Pipeline or Activity History views to quickly see what’s assigned to you or your team.

4️⃣ Use Stages to Show Progress

Stages are fully customizable — create meaningful stage names like Pending Client Response, Awaiting Carrier, or Ready to Issue.
Update the stage as the request moves through your workflow.
Avoid leaving all requests in “New” or “In Progress” — stages are meant to show where it stands in the process.

5️⃣ Keep Statuses Accurate

Change status to Completed once a request is fully resolved.
Hide Completed requests from your default view to reduce clutter, but know they can be viewed anytime by adjusting filters.
Use In Progress only when work is actively underway.

6️⃣ Use Notes for Internal Communication

Document updates, client conversations, and internal discussions using Notes linked to the Service Request.
This keeps a centralized record for reference and avoids lost information in email chains.

7️⃣ Monitor Timelines

Use the Due Date field to set realistic deadlines for completion.
Regularly review the Pipeline view to ensure requests aren’t approaching or past due without action.

8️⃣ Link Related Records

Always link the Service Request to the appropriate insured and policy.
This allows anyone opening the insured’s profile to see the full history of requests and changes.

9️⃣ Avoid Duplicates

Before creating a new Service Request, check if a similar request already exists for the same insured and policy.
Duplicate requests can cause double work or conflicting actions.

? Audit and Close Old Requests

Periodically review open Service Requests to ensure nothing is stale or abandoned.
Close or update old requests so your active pipeline reflects only work still in progress.