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To measure the effectiveness of Axeda remote service software in troubleshooting device issues and providing customers with better service and quicker response times, service managers need to understand what was done during the course of the problem—often collaborating with partners—to ensure that SLAs are met.
With Axeda case management software, service organizations can collaborate with partners and manage and track all activities to troubleshoot and resolve device issues by viewing the actions (who, what, when, and results) performed. As a result, your organization can track all KPIs to internal and customer-facing SLAs, driving new service offereings and maintenance contract renewals.
Key capabilities of the Axeda Case Management application let you:
- Automatically create a case when a device event/alarm occurs
- Manage and track incident resolution
- Automatically route cases, escalate cases, and alert individuals as cases are assigned
- Easily integrate cases with your CRM system of record
Results:
- Help support organizations manage their quality of delivered support
- Improve prioritization by better understanding the impact of incidents on SLA targets
- Increase availability of useful metrics information for all levels of management
- Eliminate lost service requests
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