Executive Summary:
- IMS is a complete web based solution to manage your machinery incidents in a structured way, measure your different machinery performance as well as your support group performance & efficiency.
- Moreover you can create more values to your customer by providing an automated Incident Management Process & ensuring right SLA.
- IMS would certainly leap you further towards success by effective and cutting-edge management assistance.
Figure : Factory with Service Provider Interaction through IMS
Pain Points Addressed:
NGSOLUTIONSYS has taken initiative to provide solution to the machine after sales service providers to resolve the following Business Pain Points:
- Manual Escalation from Customer
- Manual Tracking of Incidents
- Challenging to measure support group efficiency
- Challenging to measure actual support group size with respect to actual incident pattern & numbers
- Challenging to estimate required spare parts to be in stock
- Wrong customer perception even after giving right service
- Challenge to commit a SLA to customer
- Missing of Current Situation or Analytics
- Missing of Knowledge Base
Features:
- Be Online: Allowed customers only can create incidents online.
- Real Time Status & tracking: Customer can see their incidents in real time & you can also handle in a process oriented way.
- Notification: Your support group can be notified immediately using e-mail for any new incidents.
- Priority, SLA & Status Management: You can manage priority of the incidents based on the current status and configured SLA of the machine & act accordingly.
- Support Group Management: One more lead of your support group can manage all the incidents reported from various customer.
Advance Analytics: You can have real time and historical analysis to estimate right resources & report your manufacturer about machine performance.
