Providing delightful customer experiences, businesses need to effectively manage interactions with their customers. Moreover, they need to provide clients with a dependable means of filing and following up on support tickets so you can remain in control over your interactions with them. Companies also need to use a system that may be tailored to provide customers informed with timely notifications about important happenings and communications.
Incident Management
ESKA® IMS (Incident Management System) is designed for business-owners who wish to control, document and monitor their customers' enquiries, claims, and support incidents. ESKA IMS collects and manages consistent customer incident data in a timely manner. Because of its dynamic and flexible design and configuration options, the system can serve a wide-range of industries.
ESKA IMS includes features to automate the approval process of customer incidents. It can be configured to send notifications, assign tasks, and escalate incidents to the appropriate individuals depending on the incident priority, time, type, status, and other custom criteria.
ESKA IMS allows users to configure Incident report forms, create customized reports and set data access controls. ESKA IMS users can include images, video, audio and other files to incident cases
- Multi-departments
- Case Management with Unlimited Tickets
- Tailored Escalation Process
- Case/Incident and Time Tracking
- Configurable Service Definitions and SLAs
- SMS and Email Notifications
- Customized Reports and Dashboards