An incoming form request is only as valuable as the speed with which it reaches the right person in the company. In many businesses, this step is still handled centrally and manually: a request comes in, someone reads it, decides who is responsible and forwards it. That takes time and becomes a bottleneck as request volumes grow. The form builder in 1Tool offers an alternative: it can be linked to the company's org chart, so the organisational structure is already taken into account when a form submission is assigned.
The problem with central, manual distribution
When every incoming request first lands in one central place and is forwarded manually from there, a bottleneck forms. This central point not only has to understand the content of every request, but also know who in the company is currently responsible for what – information that keeps changing as the organisation grows and internal restructuring becomes more frequent. If this knowledge is missing at the moment of distribution, it takes longer for a request to reach the right person, or it is first passed to the wrong place and has to be forwarded again.
The organisational structure as part of the assignment
Because the form builder in 1Tool can be linked to the org chart, the company's existing organisational structure feeds directly into how a form submission is processed. Imagine, for example, a contact form on your website through which different kinds of enquiries arrive – some technical, some commercial. Because the organisational structure is taken into account during assignment, there is no longer any need to work out from scratch for each request which department or person is responsible; the structure stored in the org chart supports this assignment.
What this means in everyday work
For companies with several departments or locations, this link noticeably relieves the central point of contact. Requests no longer have to be completely reassessed every time one comes in, because the company structure mapped in the org chart already provides a basis for the assignment. This shortens the time between a request arriving and it being handled by the right person – an advantage that has a direct impact on response times and therefore on customer satisfaction.
Frequently asked questions
Do I still have to forward form requests to the right department manually?
By linking the form builder to the org chart, the organisational structure is already taken into account when a submission is assigned.
Where does the information about responsibilities come from?
From the org chart maintained in the company, which is integrated as a form building block via dedicated org chart settings.
Is this feature part of the general form builder?
Yes, the org chart settings are a building block that can be added to a form in the 1Tool form builder.
How long does it currently take on average for an incoming request to reach the right person at your company?