Customer Quotes — Incident and Escalation Management

Incident and Escalation Management has become a selling point when we talk about customer support. We say, "It's all automated, auditable, and online." It's a significant part of what we offer to our customers. At any instant they can see the status of their requests. With cross-posting capabilities in Incident and Escalation Management, HealthTrio can also turn customer requests into tickets for development. As a result, customers often see their concerns and requests integrated into future releases.

I think that the entire company would agree that our turnaround time in resolving issues and our SLA performance exceeds expectations. And, Incident and Escalation Management definitely plays a part in that.

Incident and Escalation Management really enhances our support offerings to our customers. By implementing Incident and Escalation Management, we're making a clear statement that Managed Objects is committed to ensuring our customers' complete satisfaction by tracking the critical details of our development and support processes. And that's a major factor in our long-term success.

ABS had logged 125,000 incidents and 4.5 million change records in Incident and Escalation Management. Since moving to Incident and Escalation Management, ABS boosted its SLA resolution rates and kept costs down as a result of Incident and Escalation Management ease of customization and integration for each client.