top of page
Streamlining web operations through a centralized intake system
Led the transition from email-based web requests to a centralized Zendesk intake system, creating a more efficient, transparent workflow for a 1,000+ person organization. Designed the intake process, coordinated a six-month rollout and adoption plan, and established a structured system for routing requests, tracking progress, and improving accountability across producers, developers, and stakeholders.
Project type
Project Management & Operations
Role
Digital Content Specialist
Project Manager
Date
2023
01
Streamlining web operations through a centralized intake system
01
The challenge: Outgrowing a shared inbox
As web requests grew across a 1,000+ person organization, managing them through a shared Outlook inbox became increasingly difficult. Requests were hard to track, collaboration became more challenging when projects changed hands or teammates were out, and it was difficult to understand team capacity or keep stakeholders informed of progress.
02
The solution: Creating a centralized workflow
I led the transition from a shared inbox to a centralized Zendesk intake system, designing the request process from the ground up and coordinating a six-month rollout across the organization. The new workflow created a single source of truth for web requests, improved visibility into priorities and team capacity, and made it easier for producers, developers, and stakeholders to collaborate. To date, the Zendesk ticketing system is in use and changed the system of the Webteam's production work.
bottom of page