Issue Management System - Enovatio Service

 

   Effectively manage support requests and increase work effectiveness of the support team by up to 35%.  Increase the quality of customer support and build or maintain a reputation of reliable and responsible business.

Enovatio Service will allow for fast registering and handling of customer requests, as well as fast and effective resolutions of internal support requests. The solution monitors and reports the workload of the consultants, number of requests from a customer, SLA, completion time, and other key elements. It is a structured knowledge and documentation database as well as a place to archive all the completed tasks for future reference.

 

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Registering tickets and requests

 

Registering tickets works automatically through email, contact forms or filling out by a consultant. The ability to integrate the module with a VoIP network based on Asterisk system allows even more flexibility. Every request is registered as a separate ticket with an employee assigned responsibility for its completion. The ability to add graphic and text files gives a full understanding of any problems.

Central database of requests

 

The database's control panel contains a search function, with filters, that displays every registered request in a:

  • Clear list (including most important variables), which will allow you to more effectively manage and monitor the work and any progress..
  • KANBAN board divided into vertical areas representing the different stages of the request's completion. In order to quickly change the status the requests are moved to the specific column using a drag-and-drop method. This allows your employees to focus on completing the task, not managing it.
kanban
managing tickets

Managing tickets and requests

 

Every request is registered as a separate ticket to which an employee, responsible for its completion, is assigned. Editing the request allows users to se specific attributes and change parameters. Due to assigning tasks to a request you can set a schedule for their completion. Through history, check-list, and different statuses, the submitting person can track his request from the beginning until Registering the work time.

Thanks to the ability to register the work time you will have full control over using your human resources.  Registering the hours spent on a given request will help you in accurately calculating the work time for a given client. It will also improve the effectiveness of time management during projects.

Registering the work time

 

Thanks to the ability to register the work time you will have full control over using your human resources.  Registering the hours spent on a given request will help you in accurately calculating the work time for a given client. It will also improve the effectiveness of time management during projects.

Reporting

 

The Service Request Management System will allow for the quick creation of reports necessary for both internal and external communication. Reports are created automatically based on the information from requests, work time, completion data, and companies making requests. All reports can be analysed within a given time period.

Monitoring requests

 

Person submitting a request can monitor all of his requests in the Enovatio system. After logging in, all  of their requests, their statuses, together with full description, are visible. Further each change in status or assigning a consultant to a request results in automatic information in a personalized email.

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Kowalski