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.

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:

� 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.

Core Incident management Features from Dynamics CRM 2011:

Goal Management for Incident management: