Be a Customer Support Wizard: Harry Potter and the Managed Incident!

Actually, if J.K. Rowling were to write another Harry Potter book (which isn't likely considering she finished the series over a year ago), she probably wouldn't use the title Harry Potter and the Managed Incident because, first of all, Harry doesn't manage incidents.  He manages mischief.

In Harry Potter and the Prisoner of Azkaban, Harry obtains what is called The Marauder's Map.  The map is a device that shows the layout of Hogwarts and where everyone in the castle is located at every minute of every day.  All the information he needed was at his finger tips, and with such a tracking device (and his handy, dandy invisibility cloak), he could move about the castle and grounds completely undetected.  Once his mission was completed, Harry just tapped the map with his wand and said, "Mischief managed."

What customer service needs is its own version of The Marauder's Map.  When a customer files a complaint, the information should be readily available in order to fix the problem.  He shouldn't need to wait on hold for forty-five minutes listening to snore-worthy music, just hoping that the customer service agent on the other end of the line can find the right information to fix the problem.  Having that information within a mouse click or two increases efficiency and productivity; saves time, effort, and money; and a big plus, it lowers the stress level for both the customer and the company.

PhaseWare Tracker Incident Management software works just like The Marauder's Map.  It keeps all the customer's information within just a click of a mouse.  Customer incident tickets keep track of relevant history and related solutions, manage bills, create follow-ups, and allow the addition of notes.  Then, parent incident tickets can be created in order to track a problem that multiple customers are experiencing and all related customer information can also be updated simultaneously while resolving the issue. 

Tracker Incident Management also offers Incident Projects, which keeps incidents together, organized, and secure while Dashboard Indicators track incidents and SLA's in real time.  So, just like The Marauder's Map, Tracker Incident Management tracks incidents and customer information from all angles, at all times.

Why waste time digging through filing cabinets or dusty corners of your hard drive hoping to find that long lost piece of customer information that you thought was irrelevant but now happens to be the difference between your job and the soup line? 

Install Tracker and say "Incident managed."

(Wand not required)

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