Incident information is optimally displayed and grouped into a permissions-based dashboard. IMS users have the ability to search for incidents based on a variety of attributes such as name, phone number, account number, email address, incident status, incident date, nature of incident, and keywords. IMS also performs a duplicate check any time a new incident is registered. CCTS administrators are able to define roles and permissions, manage users, and change configuration settings from an administration system.
IMS allows customer service representatives to quickly create incidents that arrive through phone calls, and emails. If an incident is submitted through a form on the CCTS website, IMS will parse the information and create the incident automatically.
Notification trigger dates are applied to each incident after its creation to alert CSRs to upcoming deadlines in the incident lifecycle.
As an incident gets updated through various levels and statuses, emails are sent to the customer and TSP advising them on progress, or asking for more detailed information. These emails are automatically generated from a template repository. CSRs can add, edit, or delete content using an intuitive editor prior to performing the update and triggering the email.
CCTS needed robust and powerful reporting capabilities which were implemented using the JasperReports framework and the OpenReports frontend. FD designed reports to track complaints and CSR performance based on report definitions by CCTS, and enhanced JasperReports to allow for dynamic query-based reporting to be done on demand.
While IMS was only used by CCTS resources, a second piece to the solution was implemented to allow TSP users to log in to a custom portal to examine and take appropriate action on incidents that were logged against them. This portal enables quicker review and feedback from the TSP, which ultimately results in faster incident resolution or closure times.
CCTS processed 14,036 incidents in 2012 -2013. Over 90% were successfully resolved to the satisfaction of the customer and the service provider.