Incident Tracking and Management

The Process:    A combination of automated and user entered processes to track and manage all events and incidents in  corporate support of technology and customer support operations. Companies usually acquire multiple applications to accomplish what this solution provides.

• Exception alerts from other applications can automatically create an incident ticket which can be tracked to successful conclusion.
• Automatic priority escalation if an incident has not been suitably serviced
• Verbal or e-mail notification of system issues create tickets for problem resolution
• Business process workflow management allows for documents to be circulated to a management hierarchy for authorization before action is undertaken or projects/processes/purchases are commenced.
• Wireless interface and wireless PDA support, enables staff  and clients to generate, receive and respond to issues while they are on the move from anywhere in the world. They can update the status and comment on issues in real-time without costly and time consuming trips back to the corporate internal network. Now, you can have a true, "what you see is what you get" real-time latest status on the issued tickets
• A comprehensive "almost zero maintenance " interaction support solution that can function either as a stand-alone product for your in-house service desk such as customer service or tech support, to integration of a much larger enterprise business solution. This allows an expert FAQ database to be available for user query prior to involving support personnel.
• Full inventory accounting and maintenance schedule for assets.

The Technology: Software as a Service (SaaS) technology, requiring no additional investment in hardware or system pre-cursors for implementation resulting in rapid deployment and quick ROI.  The system  is designed to maximize the benefits of your investment and ensure that this solution will grow as your requirements do. A true global e-Demand support service without the global enterprise management expense.

Services include: