Product Incident Management

Overview

SmartRules' Product Incident Management application automates the incident resolution management across multiple organizational entities, across multiple contractor organizations, and even across sub-contractors. It contains tight tracking of all actions from registering to order routing, mobile-enabled engineer management, invoice creation, and client feedback. The application can easily be set up to have the system of record for the incident data to be the in-house SAP system. In this scenario, it can fetch and write back process results and data from Appian to the SAP instance on the client site.

The application supports adherence, tracking, and calculation of all types of service level agreements (e.g., client, service, or contractor) and enables real-time insight into status and client satisfaction.

With the ability to access Appian on mobile devices, engineers can manage orders, plan routes, enter data, and upload photos as needed.

Key Features and Functionalities

Integration with existing backend systems (e.g., SAP)
Tracking of all due dates and providing notifications and escalating tasks when necessary
Manages collaboration among stakeholders
Extensive monitoring and reporting on incident status and client satisfaction
Tracking of all activities for future audits
Document and note management with preview capabilities
Integration with client feedback system(s)

SmartRules operates in English, Dutch, and German. However, this application can be translated into any language.