Retargeter Business Rule Automation, Business Rules Engine, Escalation Management

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"PhaseWare has made a significant contribution to the support staffs of our customer base. I’ve attempted to let some of them speak to specific points in this response, but I would also be happy to let you speak first hand to PhaseWare clients"

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Event Engine: Automating Escalation Management,
Business Rules Engine, and Reporting

Key Benefits

  • Email Integration and Support Administration 
    Send notifications automatically to the customer and the person assigned the case.
  • Enforce Service Level Agreements
    Decrease or eliminate violations.
  • Eradicate Poor Practices
    Automate process steps to remove variability in workflow.
  • Reduce Cycle Time 
    Keep tabs on ticket aging and customer communication.
  • Run and Receive Emailed Reports Automatically 
    No need to print and distribute reports.

 

PhaseWare Event Engine is a powerful business rules engine for complex service and support delivery environments. Event Engine will automatically initiate actions based on customized thresholds and predefined business rules.

 

Key Features

  • Automated escalation of high-priority incidents
  • Automated management of trouble ticket procedures 
  • Automated creation, update, and closure of issues
  • Automated notification (alert) for impending SLA violation
  • Automated report generation for problem ticket activities

Download Data Sheet  (pdf)