Case Management
FACILITATE collaboration between call center and field associates, ELIMINATE delays with realtime alerts and notifications, MANAGE incidents anywhere using mobile devices
Case Management.
Centrally manage incidents in real time across distributed organizations using any mobile device
Customizable Fields
Out of the box, each case type comes with a set of common fields. However,fields applicable to your case types may vary widely. Case Management enables case types to be extended and customized with fields relevant to your business needs through the Thinx! Entity Framework.
Service Level Agreements
Define service level commitments between your organization and your clients. Each Case Type within Case Management can have a different service level agreement indicating whether case instances are OK, coming up against or exceeding SLA boundaries.
Workflow
Case Management leverages a powerful workflow engine. Design and upload decision trees to control automated case assignment. Expose workflow tasks along the case lifecycle with your own case process using CMMN.
Notifications
Keep case initiators, assigned users and other interested parties informed using the extensive notification framework embedded within Case Management. Design and integrate highly customized notifications when state changes, service level agreement or due date warnings or violations.
Manage incidents in real time across distributed organizations using any mobile device. Case Management is configured to map to your organization and seamlessly connects call centers to the correct resource in the field that can resolve the issue. With custom workflows, group assignments and KPI driven reports, case management eliminates incident emails and focuses on speed to resolution with optimized efficiency.
- Centralized Case Management facilitates collaboration between call center and field associates for end-to-end coverage to drive incident resolution
- Case Management's Responsive Design allows field agents and customers to manage incidents from any mobile device
- Real time alerts, messaging, and custom workflows eliminate delays and ensure incidents are routed to the right decision makers and resolved quickly
- Eliminate the need for incident emails and enable incident management teams to work collaboratively and share action queues to reduce redundant work
Pricing
We offer flexible pricing models to match your organization's need. Please contact sales@thinxsoftware.com for a demo and more information.