OperationsBridge™ Incident Management (IM) is built to restore normal service operation rapidly with a minimum disruption to the business. Incident Management monitors and resolves incidents to maintain or exceed your SLAs.
With the ability to set and monitor SLAs, your service providers and vendors can be measured against their service commitments. You can identify costly SLA breaches by measuring in-depth performance efficiencies on incidents and reviewing key data points: service times, tracking history, performance, escalation definition, notifications, and more.
Actionable dashboards and seamless report creation provide a rich customer experience. Incident integration using specific rules to monitor, collaborate, and create tickets improves operational reliability and the customer experience.
OperationsBridge™ includes a Help Desk solution while retaining the option to integrate with most third-party Help Desk systems, including Remedy.
When workflows are executed automatically against incident templates, operation and business processes are seamless and error-free. The built-in asset tracker of OperationsBridge™ IM makes this possible.
OperationsBridge Mobile is a highly secure browser-based application that works in all mobile platforms. The application can be deployed in-house or delivered as a cloud-based service.
Work orders and trouble tickets can be automatically delivered to the field technician’s mobile device for proactive customer-service response.
Users can acknowledge trouble tickets, provide ETA onsite, and get an optimal route to the ATM by using the GPS functionality on the device. Additionally users can update trouble-ticket status and closures in real-time without the requirement of manual reporting.
Cash-in-transit (CIT) vendors can be provided with key data including ATM location, ATM ID, cash status in each cassette, and options for cash loading (top-up or cassette replenishment).
Pre-populated forms and ability to capture contextual information, photos, and notes annotation during service calls enhance service intelligence and facilitate predictive maintenance.