When scaling, some of the most painful inefficiencies are invisible.
Early on, back office teams can work informally — first come, first served. Requests arrive via Slack, phone, email, sticky notes, or just saying something at the coffee machine. It works. No formal request fulfillment needed.
But then growth happens. Suddenly you’re onboarding 30 people a month across multiple countries. Hardware, access rights, travel, office moves —all handled ad hoc. What worked before becomes fragile, slow, without visibility or backup.
The result?
➡️ Back-office teams drowning in requests
➡️ Information collected multiple times in different
formats
➡️ Local heroes keeping things afloat, but unnoticed
➡️ No automation, because requests arrive in ways
systems can’t process
💡 Formalizing request fulfillment isn’t bureaucracy —
it’s scalability.
It brings:
👀 Visibility into volumes and resolution times
✅ Accountability — clear ownership of requests
⚖️ Load balancing — avoiding burnout
⚙️ Automation — collect information once, reuse it
across systems
💡 Why is this overlooked so often?
Because too many companies operate reactively. Teams are empowered to fix problems on the fly — which keeps the wheels turning — but without a strategic view of the overall architecture, these fixes don’t scale.
👉 How do you see it in your company?
Are requests still handled reactively, or do you already have structured workflows tailored to your core processes and tools in place?