In 2022, Asana surveyed 10,000 knowledge workers to learn more about how they and their colleagues are spending their time at work. The results were sobering. On average, more than half of every employee’s day—58% of the work we do—cannot be accounted for.
We’ve all been there: wondering at the end of a long day how you got so little done, worrying about your team slowly falling behind on a project despite everyone working diligently on it, or losing confidence in your ability to remain compliant with so many untracked details.
Here's what ITC complication looks like in real life. Say someone on the sales team needs a contract approved or a document signed by someone in the legal department. Or the legal department has to decide where to route a new client. Or a customer success manage has a feature request for the product team. Or HR needs a manager to sign off on a training document. Or the finance team has a request, and the procurement team has to figure out how to prioritize it. Or any given employee needs information that lives inside a siloed third-party platform, or better yet, inside a teammate’s head.
Why do ITC challenges persist? Simple: because most of us have written it off as an inevitable, necessary evil.
But it’s not. There's a better way to do it. It starts with monitoring your intake channels, automating repeatable responses, and routing more complex requests to the proper human or team.
That's where Tonkean, and this guide, come into play. Download it now to get started.