IMS Maantic's Incident Management Suite

Overview

Business needs helpdesk ticketing to help organize, prioritize, and consolidate support requests. Ticketing systems enable organizations to quickly assign inquiries to the most relevant agent, provide context to customer interactions, and track inquiries from customers. One such all-in-one help desk ticketing system is Maantic’s Incident Management Suite (IMS) built on Appian platform which will allow you to capture customer conversations from across channels like phone, email, and messaging and into a single, easily accessible dashboard for simplified ticket management. The goal of Incident Management Suite is to restore normal service operation as quickly as possible and minimize the adverse impact on business to ensure the best quality of service. Once the incident management process is established, it generates recurring values for the organization.

Key Features & Functionality

Provides Omnichannel Support
- IMS aids users to report issues through multiple points of contact and receive support via the channel they prefer most. These channels include email, live chat, phone, walk-ups, and/or the help desk itself. After all, Creating and submitting a service request has been made easier.
Ticket Routing, Categorization
- IMS have features that let you categorize, prioritize, and assign tickets to other agents. For example, tickets can be categorized based on issue type, priority, and department. Ticket assignments automate your team's case distribution and assign service requests to reps who have more knowledge about a particular issue.
Supplies Tracking and Measurement
- IMS stores tickets alongside the relevant customer data so that all the necessary information on a case is located in one place. This easy-to-use system empowers any agent to jump in and take over a case regardless of whether they’ve worked on it in the past.
Manage SLAs and meet deadlines
- IT departments need to be able to measure their own response times effectively in order to provide the best possible service. IMS track performance against top objectives, and SLAs thereby providing a great opportunity to improve customer satisfaction.
Reporting and Analysis
- IMS ticket analysis reports and monitor staff performance with an engaging and dynamic dashboard that updates to your data in real time. At a glance, dashboard users can view an individual analyst’s support ticket count, as well as their satisfaction, escalation, and on-time rates.

Benefits & Business Impact

As your organization grows, IT support has to be more organized and efficient. Without a clear overview of what the problem is, who's reporting it, and what its priority level is, it takes more time to resolve IT issues — as a result, operations will be bottlenecked within the company.

If your IT team is feeling these constraints, it may be time to implement an Incident Management Suite (IMS). As a central point of contact, an IMS saves time by routing all requests into a single team (Helpdesk) that can prioritize incidents and assign to response team to resolve issues. Departments across the organization can easily ask and get the help they need, enabling employees to focus on getting their work done.

Below are some of the Customer Service metrics that are being skillfully handled in Maantic's Incident Management Suite:

Better support, happier everyone
Boost customer retention and brand image
Average Ticket Count
Service Level Agreement (SLA)
Ticket Backlog
First Response Time
First Response Resolution Rate
Number of Interactions per Ticket

All the below Top ticketing metrics can be easily tackled using Maantic’s Incident Management Suite:

Ticket response
Ticket resolution time
Tickets pending response
Assigned tickets
Unassigned tickets
Open tickets
Past due tickets
New tickets
Tickets closed
Tickets resolved
Tickets opened
Average SLA time
Tickets by SLA status
Opened vs closed tickets over set period of time

Note: Contact Center Capabilities needs to be purchased separately. Standalone solution of IMS without Contact Center Capabilities can be supplied too.