1. Overview
The Service Tracker is a centralised workspace within the Global Expansion Platform (GEP) for managing all service-related requests across your global entity portfolio.
Service Tracker replaces email chains and manual follow-ups with structured workflows, embedded communication, and full milestone transparency. Whether initiating new incorporations, requesting a certificates, or fulfilling compliance obligations, Service Tracker keeps everything on record, on track, and in one place.
🚀 Key Takeaway: Achieve unified trackability, real-time visibility, faster turnaround times, and seamless collaboration through an integrated, milestone-driven service management interface.
2. Key Features & Capabilities
🔍 Structured Request Submission
Submit requests using standardised forms.
Add free-text Remarks and upload supporting documents directly within the service request.
Auto-create and metadata tagging when triggered from Geni AI or Compliance Tracker (coming soon).
📊 Service Delivery Milestone Tracking & Reporting
Monitor progress following pre-defined service delivery milestones (e.g., Submitted → Acknowledged → Filing → Completed).
Each milestone is timestamped and displayed in a visual stepper.
Exportable compliance reports (CSV support coming soon).
⚡ Workflow Management
Toggle between List View (sortable, filterable table) and Kanban View (three swimlanes: Pending Vistra Action, Pending Client Action, Complete).
Embedded remarks for contextualised discussions—ensuring auditability.
Users can @mention teammates to direct attention.
Dynamic task reclassification based on last action (client vs. Vistra).
Notifications triggered upon updates, comments, or milestone changes.
GEP syncs with Enate.io for internal workflow orchestration (upcoming).
🔒 Security & Compliance
Role-based permissions: Users only see service requests relevant to their organisation and entities.
Immutable activity history ensures full traceability of updates, uploads, and comments.
3. How It Works (Step-by-Step Guide)
Step 1: Submit a Request
Click + New Service Request.
Complete mandatory fields (Organisation, Entity, Service Type, Remarks).
Upload supporting documents.
Step 2: Manage and Track Your Service Request
After submission, open the Service Request Detail View to see an overview of your request. Here, you can:
View all key details such as Service Type, Entity, and Assigned Users.
Each request progresses through pre-defined service delivery milestones.
Visual stepper tracker displays current stage.
Click Show Activity History to review a full log of actions taken on the request — who did what, and when.
Use the Remarks section to exchange updates or tag users.
Upload or review supporting files in the Documents tab.
Service Request Detailed View - Overview
Service Request Detailed View - Milestones & Remarks
Service Request Detailed View - Documents
Step 3: Collaborate via Embedded Remarks
Add comments directly in the request, to provide clarifications or respond to queries.
Use @mentions to notify specific users. All comments are timestamped.
Step 4: Stay Informed with Notifications
Email and in-app alerts notify users of stage changes, new comments, and document uploads, or an update that requires your attention.
Step 5: Monitor & Review Progress
Choose between List View and Kanban Views.
List View to filter and sort requests by status, service type, or Service Delivery Milestones.
Kanban View for workload visualisation by action owner.
Apply filters, sort by stage, or export data (CSV export coming soon) to track delivery milestones.
Service Request List View
Service Request Kanban View
Step 6: Complete Request ✔️
When all milestones are met, the request auto-transitions to Completed.
Historical remarks, attachments, and timestamps remain accessible for reference and auditability.
4. User Benefits
🌟 Clarity: Standardised workflows reduce miscommunication and ambiguity.
⏩ Speed: Avoid fragmented communication—expedite response cycles.
🔒 Security: RBAC ensures protection and monitored access to sensitive information.
📊 Visibility: Real-time insights through milestone timestamps and Kanban view.
✅ Accountability: Notifications ensures timely responses and follow-ups.
5. Use Cases
✅ For Clients: Request services like corporate actions, compliance filings, changes to corporate structure, and more—with full visibility from submission to completion.
✅ For Vistra: Organise and prioritise workloads via Kanban view, update service delivery milestones, and collaborate via embedded remarks.
✅ For Relationship Managers: Stay notified of client activity, provide timely acknowledgments, seamlessly manage assigned portfolios, and ensure client needs are proactively addressed.
6. Frequently Asked Questions (FAQ)
❓ What if I forgot to upload supporting documents during submission?
After Service Request (SR) is created, navigate to the Documents tab within the SR detailed view. Upload additional files seamlessly at any time.
❓ How are notifications triggered?
Notifications are sent automatically via email and in-app alerts whenever key updates occur on your Service Request. These include:
SR Creation
SR Assignment (when a new user is assigned)
SR De-Assignment (when a user is removed)
SR Remark Posted
SR Milestone Transitioned
SR Tagged in Remarks
SR Status Change
This ensures all stakeholders remain informed throughout the service request lifecycle.
❓ How can I view a full history of updates in my Service Request?
In your Service Request Detail View, go to the Overview tab and locate the Milestones section. Click Show Activity History to view a complete log of all actions taken on the request — including who made each update, when it occurred, and what was changed — from the moment the request was created.
Service Request Detailed View - Activity History
7. Future Enhancements
🚀 Enate integration for automated orchestration of internal Vistra workflows.
🚀 Exportable compliance reports.
🚀 Real-time API linkage with Geni AI for smart request triaging.
8. Summary & Next Steps
The Service Tracker transforms service delivery bringing together submission, tracking, collaboration, and compliance into one intuitive hub. Whether you're a client submitting a request or a Vistra team member managing it, the feature ensures that service delivery is consistent, transparent, and efficient.
📺 Watch: Service Tracker Walkthrough (2 mins)
📩 Contact: Reach out to your Vistra Relationship Manager or [email protected]