incident management system (ims) is a software suite that...
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Adisys Incident management system with Dynamics CRM 2011
What is IMS?
Incident Management System (IMS) is a software suite that allows you to centralize all your customer conversations
that allow support desk agents to receive, process, and respond to service requests.
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IMS for all roles in business functions:
� Customers: Log complaints, check status of logged complaints, browse FAQ via Customer Care Portal, view
solution to the complaint and give Feedbacks.
� Technology Specialist: Access complete information about case and the customer, manage the
Knowledgebase articles and assist front desk executives in case resolution.
� Coordinator: View complains and the statuses, generate custom & ad-hoc reports, define and monitor the
business rules, Manage Escalations and assign / Categorize incidents logged.
� Service Agents: Log Incidents, respond on behalf of specialist, monitor routing of incidents, data collection
and enrichment and respond to enquiries.
IMS for Industry verticals:
Incident management for call centers:
� Use workflows and call scripts for more efficient incident management.
� Ability to prioritize incidents based on level of severity and escalate the incident for help to a supervisor or
other subject matter expert.
Incident management for Public sectors:
� Microsoft Dynamics CRM capabilities make it easier to search internal and public data sources so both
citizens and agency staff can find the information they need quickly.
� Powerful reporting capabilities through dashboards and standard reports (which seamlessly export to
Microsoft Excel and other familiar formats) can enhance issue tracking.
� We can submit service requests, visualize geographic location information, and monitor the progress of
active incidents.
Incident management for User Support team:
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� Microsoft Dynamics CRM incident management tools help your user increase its efficiency and reduce costs
with streamlined processes and greater access to your critical data—all in one place.
� Keep track of addresses, activities, and correspondence around contacts.
� Build ad-hoc reports around your organizational activities.
Incident management for Attorneys:
� Attorney Department gets better overview of its legal incident load and helped ensure attorneys have all
relevant information, from a single repository, relating to litigation.
� Administrators centrally monitor workloads in the courts.
� Department values improve knowledge sharing.
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Core Incident management Features from Dynamics CRM 2011:
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Goal Management for Incident management:
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