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ITCOMS - Issue Tracking and Complaint Management System

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ITCOMS is a comprehensive web based Ultra configurable work flow engine that can be used to track the progress of any kind of task including Issue Resolution, Requirement Gathering, Desktop Support handling, Project Monitoring, Hardware Deployment, Staff hiring. ITCOMS help to manage and maintains List of issues, as need by an organization. The entire task can be monitoring anywhere by using internet and web browser. Issue tracking systems are commonly used in an organization's Customer Support Call Centre to create, update, and resolve reported customer is issues, or even issues reported by the organization's other employees. An issue tracking system often contains a Knowledge Base/Database containing information of each customer, resolutions to common problems, and other data. An issue tracking system is similar to a 'bug-tracker'. For security, issue tracking systems will authenticate its users before allowing access to the system.

Key Benefits
  • Streamline complaint management operations and reduce costs by improving response and closure times.
  • Increase customer satisfaction by ensuring that complaints are investigated and responded to in a timely manner.
  • Further develop management of the complaint lifecycle with real-time trending and escalation of potential safety issues.
  • It Help to automating the Customer Complaints Management process in any organization.
  • Automated Customer Complaints Management system reduces audit time and findings, and a decreases risk of product recalls.
  • It improves product quality and safety, increases customer satisfaction.
  • Web-based - ITCOMS is web-based, so there is no need to install software on desktops or servers. Implementations won't eat-up your IT budget - and you won't need dedicated staff to keep it running. It is securely available over the Internet, so you can immediately share information between locations to ensure that everyone in your organization is on the same page.
  • Custom Workflow - ITCOMS is optimize your processes With ITCOMS you can create new case and assign new cases to the right person or group. Cases can be assigned based on any criteria you choose - for example, customer type/value, issue type, product group or location. You can also manage workloads by changing these rules on the fly.
  • Access Controls - With ITCOMS you can create user groups to ensure that the right people have access to the right information. Many of our clients choose to segregate access to information based on location, department or job position. For example, managers at the head office can view and analyse cases from all locations, but a service manager in different location office can only access issues for that location.
  • Comprehensive Customer History - When customers call with a problem, it's important to know if they have called before about the same issue. With ITCOMS maintains a clear history of interactions with every client. Your notes, outgoing and incoming emails, related documents and cost estimates are all securely stored in one place. Every edit or viewing automatically creates a record of what changed, who made the change, date and time.
  • SLA and Reminder Notification - ITCOMS helps to create SLA Plane and automatically system send reminder notification to individuals, group.
  • Collaboration - ITCOMS is hosted solution that's web-based ITCOMS lets you share information across the entire organization ITCOMS provides a central, readily accessible repository and reporting tool for information concerning service and complaints. Every salesperson, plant manager and product engineer can have immediate, secure access to real-time status updates and actionable information.
  • Integration - ITCOMS integrates easily and cost-effectively you're your existing systems. That includes customer lists, supplier and dealer lists, product lists, CRM data, financial data, documents and more.
  • MIS Reports - There are many reports are available. User can able to check various reports for Open / Close / all issues. These reports can be extracted user-wise, priority-wise, customer-wise, department-wise etc. This tool also help management to monitor Employees Performance who are supposed to provide the service to various internal / external users. This also help management to provide quality service and analyse the service.
  • Dashboards - ITCOMS also providing dashboards which help to get the information in graphical format, which also help to take prompt decisions.

Reports Types

  • Ad-hoc Report: These are the standard detailed reports which provide the information till transaction level, generally required for the operation staff. These reports can be exported to Excel or can be emailed to someone (only if the access it given to those users). These reports are generally two dimensions reports.
  • Multidimension Reports: These reports also known as Cube Reports. User are having facility to select the various fields which he wants to analyse. The user who are aware about Pivot Table, can get great help and can able to play with various fields and can able to view the data from various angles.
  • Dashboards: Data is presented in graphical format and multiple operational data is presented in one screen is known as Dashboard. These dashboards can be developed with various combinations with various type of charts on the same screen and also having drilled-down functionality.