LabChem'S Corp. in Mayagüez, Puerto Rico, is facing challenges with long waiting times and delays in sample delivery due to their telephone-based service request management system. To address these issues and improve their operational efficiency, the company is exploring using Markov chains to establish order request transition probabilities. This methodology has been successfully used in other supply chain projects to minimize costs and improve lead times. Then, can LabChem’S Corp. make its process efficient by knowing in advance (the next 2 to 4 weeks) order request transition probabilities while drivers are already on the route? Our project aims to design and implement a streamlined service request management system that will enhance LabChem'S Corp.’s sample collection and analysis process. For example, the highest transition probabilities for the fourth week were 0.3874 (April) and 0.3229 (May) for transitions between states 2-3 and 4-3. These results suggest that efforts should be focused on preventing events originating in states 2, 3, and 4. Ultimately, this proposed service request management system could serve as a valuable model for other companies seeking to improve their competitiveness in the marketplace.