Role-Based Routing
Role-based routing is a workflow feature that automatically directs requests, tickets, or forms to the appropriate person or team based on the user's role. For example, a branch employee's IT ticket may route to a different technician than a corporate staff member's request.
This approach streamlines internal operations by eliminating manual triage and ensuring that tasks reach the right person the first time. In banks and credit unions, role-based routing helps reduce delays, improve service quality, and support compliance by enforcing routing logic tied to job function.
Why It Matters
Institutions with multiple departments or branches benefit from routing that adapts to user roles. This ensures forms, tasks, and help desk requests are handled by the right teams, reducing overhead and speeding resolution times. It also ensures sensitive workflows (like HR or compliance) follow secure paths.
How SimplifyIT Helps
SimplifyIT's Help Desk and Form Automation tools include built-in role-based routing. You can define user groups such as IT, HR, Operations, or Compliance and have submissions routed dynamically based on the requestor's department or job function.