Comprehensive Issue/Incident Management, Help Desk and Customer Support

TRAXOR's Relate it! functionality is particularly helpful in Case Management, given issues can be to do with just about anything and involve anyone or anything.

Cases are as a minimum related to the Customer and the person reporting the Case. If required, they can also be automatically related to the Case Manager, the Product or Service and Asset (the specific Product or Service owned/used by your Customer).

Cases may also be related to other Cases and to Projects (e.g. a Product rectification program) and to any interested parties such as resellers, service agents and so on. In fact, Cases can be related to anything and everything they are relevant to.

For example, TRAXOR maintains a history of the relationship between People and Cases . This background is invaluable when People change jobs—now when they call, you can treat them as old friends rather than as 'new' Customers!

Performance Targets

Nominate as many Case Types as you require with Close Targets (resolution times) associated with each. Resolution Stages are applied to open Cases to give an indication of progress; these are compared with Close Targets to indicate whether progress is on track to close within the targeted time.
 

Relate it!

Ensures Case information is accessible from any relevant perspective such as Customers, Products/Services, Case Managers etc. For example, access all Cases reported by a particular individual in a personal and/or professional (Position) context regardless of where they have worked.
 

Reporting

TRAXOR Filters provide for an infinite variety of ways in which Case information may be viewed, such as by Customer, Product/Service, Asset, Case Manager etc.