u/Replsivdwte_Rip_2284

Hey all, i'm in ops at a mid size b2b saas and I'm trying to clean up how we handle internal service requests across teams. Right now hr uses email, it has a small helpdesk tool, finance tracks requests in a monday board, and cx just pings whoever is online in Slack.
People keep asking me where the right place to log stuff and honestly I don't even know anymore. If you have managed to set up one workflow that people actually stick to, appreciate any thoughts.

Last year, we worked on automating some aspects of our sales process, and now I'm asking myself whether we've gone too far. When a sale reaches a certain stage, a series of tasks is created automatically, managers are notified, the deadlines are planned, and some fields become obligatory. That works great for a standard sale. The issue is that many deals are non-standard. Strategic accounts can skip steps, a current customer can process faster than others, and an unusual procurement procedure may leave sales reps struggling against the flow instead of thriving in it. I'm not interested in going back to fully manual CRM, but I'm also not keen on an automated system forcing every deal to follow a template. For organizations with developed CRM processes, how do you find a balance between automation and flexibility?

Employee onboarding seems like a straightforward process until you investigate it. HR gathers the documentation, IT produces the accounts and sets up the gear, Facilities gives the access, Finance has to do the payroll. Managers have to organize the training and establish the tasks for the first week. At the moment, we are managing the process using an email and a checklist. It can work, but if a person’s start date changes or a task is forgotten, it results in everybody having an independent understanding of the status. I want to find a customizable solution that will allow us to use a single onboarding path to generate different tasks for the different teams while remaining aware of the overall progress of the process. What system have you worked out for onboarding automation keeping your HRIS in place? Did the use of the software really lead to reduction of the number of missed tasks or had the automation become another burden that has to be managed?

Been stuck in ITSM tool comparison hell for a few weeks now and idk if im overthinking this or if everything really is this mid

Context, mid market org, around 600 heads, small IT team, basic mix of incidents, requests, changes, some asset tracking, nothing super crazy enterprise. we’re on a very old setup right now and it’s tired

Looking at the usual and popular names. demos all look shiny, but i care more about day to day stuff, eg how painful is onboarding new agents, how bad are the workflows once you live in them, how annoying is reporting when management wants numbers yesterday

If you’re mid market and not running full on service now, which ITSM tool has actually made your life better and not turned into another project to babysit?

Would love any tips or real experiences, especially from folks who had to move off legacy tools and keep a small team sane