Providing online non-downloadable software that provides a systematic approach for a distributed workforce to process incoming service requests, allowing staff to record, track, manage, analyze, and report data relative to each request, providing assignment of tasks to specific staff for monitoring, follow-up, management oversight, reassignment, and escalation, allowing transition of tasks and activities among team members, recording a case history, and dashboard views summarizing all cases by region, status, and assignment for monitoring of key data points