Web-Based Incident Resolution Software And Total Solution

RINA Systems, Inc. provides Web-based software and support services that enable your help desk to improve customer satisfaction. You record and respond to problem incidents encountered by your customers in using e-Business Websites, application software, communications options and other technology. It is tailored to your specific requirements to complement your standard help desk and CRM functions while enabling second-level support beyond that normally available. The solution helps support personnel learn and continuously improve by maintaining a Knowledge Base of previous incident resolutions. You can house this support solution on your premises or RINA Systems will do it for you.

Record Information About All Problem Incidents

By accessing software over the Web, your help desk, second-level support group and even your customers can report problem incidents as tickets that include such fields as customer, product, problem category and detailed description. The System Administrator then establishes an importance priority and assigns the ticket to an analyst for resolution.

Compare Incidents Against a Knowledge Base of Previous Incidents

The software maintains a Knowledge Base of all previous tickets and compares each new ticket against it to find a quick resolution. This helps ensure continuous improvement and reduces the dependence on specific service personnel.

Resolve Incident Tickets In a Timely Manner

Once the ticket is assigned to an analyst, it is resolved in accordance with its priority. Highest priority tickets are given immediate and continuing attention until resolved. An experienced support analyst uses information from the Knowledge Base and their own creative abilities to find a timely resolution of the incident ticket.

Track and Monitor the Status of Each Incident

All actions taken to resolve the ticket are recorded in the ticket log. The System Administrator, help desk personnel and even the customer can monitor the progress toward resolving the incident ticket by accessing the log. All are kept informed of the status and know that the ticket is being given an appropriate level of attention.

Keep Informed With Multi-Level Reports

The software provides a variety of reports that are available to the System Administrator, help desk and customers depending on their need-to-know status. Reports can be displayed based on category, ticket status, priority, source, time remaining and many other choices. This allows critical information to be presented and organized according to their interest criteria.

Measure Support System Effectiveness

Many useful metrics are embedded in the software to track the ticket resolution effectiveness of the support personnel. Text and graphic displays of measurements are available to the System Administrator and key personnel to monitor continuous improvement and highlight problem types, locations and personnel that need special attention.

RINA Systems Will Manage Your Second-Level Support Needs

RINA Systems not only provides the software for your incident resolution needs, but we'll even provide the Web-server that it runs on and the personnel to support you. You don't have to worry about managing this e-Business solution nor building a staff of problem solvers.

RINA Systems provides a total solution for incident resolution that is:

  • Comprehensive
  • Efficient
  • Secure
  • Effective

Let RINA Systems Be Your Information Technology Partner

In today's fast-paced global business environment, traditional methods of selling and delivering solutions to customers as well as supporting and communicating with them are rapidly changing. The Web, e-Commerce, and closer attention to your customer relationships are becoming essential components of successful businesses. You have access to more information and better tools for increasing efficiency and effectiveness. One thing, though, should be certain - your ability to do business should not be limited by your ability to use the best technology solutions available.

Delivering effective technology solutions goes beyond having a marketing or sales department with a "can do" attitude. You need a technology partner with developers and support personnel with a history of delivering solutions that work, and delivering them on time. At RINA Systems, we approach each project with consistent principles - deliver a solution that is practical, flexible, and supportable. We deliver real-world solutions for real-world problems.

SUMMARY OF FEATURES AND BENEFITS

CLIENT FEATURES

BENEFITS
Problem incidents (tickets) are registered over Web by 1st or 2nd level support personnel (or by client). Detailed information about the incident is recorded. Immediately calls attention to support group for resolution of the incident.
Priority assigned to all incidents based on circumstances. Appropriate urgency assigned to resolution of each incident.
Tickets are assigned to a support person for resolution. Person with appropriate skill level is assigned for resolution. Balance in assignments is maintained.
Knowledge base preserves all previous tickets and how they were resolved. All support personnel have access to knowledge gained in resolving tickets of a similar nature. This greatly speeds up ticket resolution and reduces dependence on specific support personnel.
Each person who is involved records all resolution actions in ticket log. A clear record of dates, persons and actions tracks progress in resolving the ticket.
Client can access system on the Web to view status of ticket resolution. Client is kept informed of actions taken to resolve the problem and its current status.
Ticket information and functions limited on a need-to-know basis. Information of individual clients is secure.
System is User Name/Password protected. Only approved personnel can access the system to keep information secure.

ADMINISTRATIVE FEATURES

BENEFITS
Tickets can be selected for viewing by fields such as ticket number, client, analyst, date, etc. Time is saved by narrowing information search to only tickets of interest.
Reports can be displayed based on category, ticket status, priority, source, time remaining and many other choices. Detailed information is available to administrators and analysts to monitor progress in resolving tickets.
Ticket resolution performance measures are displayed in report and bar chart formats Support personnel are monitored for quality control and effectiveness of problem resolution.
RINA Systems will install and manage the software on our Web-server. You can concentrate on your core business and avoid the worry of managing a Web-based client-server installation.
RINA Systems will provide second-level support personnel to complement your help desk. You do not need to staff personnel with special IT skills needed to resolve application incidents.