Incident Management

Utilise MSM's innovative approach for handling customer requests. By entering just a few simple pieces of information about the customer and their issue, you are provided with everything you need to deliver a great customer experience.

The MSM incident process guides you through the complete life cycle from initial identification, recording, classification and investigation, through to resolution, call closure and communication.

The process is fully integrated with related processes such as Knowledge, configuration, service level management reporting and real-time dashboards.

• Instant picture of the customer’s current situation
• Innovative business rules engine
• Instant access to customer details and call histories
• Useful Knowledge items, FAQs and checklists automatically presented
• Best specialist and team selected from skills matrix
• Easily link Incidents to Problems
• Meaningful Reports and dashboards