Fault Management
System

With user management, you can define roles for Admin, Call Center, Department and Service users and route requests accordingly. Role-based authorisation lets every user follow and manage the entire process in real time according to their permissions.

• User creation, role and permission management
• Custom screens for Call Center, Admin and managers
• View and manage requests based on roles and permissions

Track every request and fault report with a unique ticket number to keep your processes organised and manageable. Automatically convert incoming emails and calls into requests so every notification is logged completely. Attach files, images, voice recordings or service forms to provide rich process management.

• Automatically create and manage requests from email and call lists
• Attach / download voice recordings, emails, documents and images
• Automatic e-mail notifications at every stage

Service Network Management lets you route customer requests and faults to the right service quickly and effectively. Create a service form for every request, send automatic notification e-mails to the responsible service and minimise communication and tracking effort. Both you and your service teams can follow status and actions through role-based custom screens.

• Create services and assign responsible users
• Route a request or create a sub-request to dispatch a service
• Create, manage and print service / audit forms

Define the seals you have in the system and transfer them to services in your network. Monitor seal stocks, ship new seals or transfer them between services. Track which seal is at which service and which station it is installed at, and manage the process of decommissioning installed seals and replacing them with new ones.

• Seal definition and management
• Service seal stock and inter-service transfer management
• Seal usage tracking

Categorise reported faults and define target resolution times for each category. Report by fault category to plan a focused resolution strategy for the most frequently reported categories.

• Define fault types and split them into categories
• Define resolution times per fault type
• Dynamic reporting by fault type / category

With a powerful and dynamic structure, track customer requests and fault reports in real time. Detailed analysis per responsible person or service — number of opened / dispatched requests, resolution time, requests that are not resolved on time and the stage they are stuck in — gives you effective performance management for your employees and services.

• Performance tracking by request creation and resolution count
• Performance tracking per responsible person / service
• Performance tracking by resolution time

Integrate easily with multiple automation systems and feed station, service and alarm data into the fault management system. Control all processes from a single point, optimise fault management and increase operational efficiency.

• Easy integration with different systems
• Real-time data flow
• Central fault and tracking management

With dynamic reporting, role and permission aware filters and visual reporting tools let you report fault types, resolution times and team performance in detail. Export these reports and share them quickly with the relevant stakeholders to make your business processes more transparent and efficient.

• Detailed analysis and reporting
• Build charts with visual reporting tools
• Export reports in different formats