Comprehensive Issue/Incident Management, Help Desk and Customer Support

TRAXOR's Relate! 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 other 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!

Features and Benefits

• 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!—

  Ensures Case information is accessible from any relevant perspective e.g. 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 e.g. by Customer, Product/Service, Asset, Case Manager etc.