EMP Exception Management & Processing

This solution to all problems

They occur in every company: enquiries, problems and complaints. And they reach you in many different ways, for instance by telephone, fax, e-mail or through the post.
EMP is the name of the solution, which makes sure that nothing is lost and that all matters are processed by the right and competent department.
The software that we developed together with our customers is equally suitable for deployment in small companies, as in globally active, major enterprises.
Just a few mouse clicks are needed to record the task, and to assign it to the responsible department. Quick and clear: Each employee can receive information about the status of his tasks at all times. The application monitors all tasks, can trace the handling history and recognises pending matters in an instant.
EMP works as a stand-alone solution, or can be fully integrated as a component of BusinessSolution, our management and information system.

 

Customer service: No tasks will be forgotten anymore

All concerned parties have automatic access to Problem-Ticket. The greatest advantage: The ticket will be handled uninterruptedly, even during absences. This function will also see to it that an employee will not be assigned a Problem-Ticket during authorised absences, such as for instance vacations. Nothing will remain undone; customers will no longer have to wait unnecessarily for an answer.
And while the problem is being handled, finely-tuned system properties will ensure that every entry can be traced without exception. EMP will keep the originator and the person responsible for handling the Ticket automatically up-to-date on developments of the project. This motivates all users to complete their tasks as quickly as possible.

 

Filter: Finding information immediately

Through a layered filter system, the user finds a Problem-Ticket or a whole category of such Tickets in seconds; they can be filtered in compliance to a variety of criteria. Individually accessible and direct filters in the tool bar, such as for instance «My problems» or «Tickets to handle», add to the efficiency of EMP.
Employees and supervisors of a workgroup can always obtain an overview of the current status of certain individual or all open Problem-Tickets.

 

E-mails: Integration without problems

With EMP you can create e-mail messages about certain Problem-Tickets directly in the application. All contact persons registered in the database can be selected as a recipient.
If required, key data of the Problem-Ticket can be automatically integrated in the e-mail message. Earlier actions and other e-mails can also be integrated. Answers, which you will have received by e-mail, as well as any other e-mail from your Inbox, can be directly linked to a Problem-Ticket.

 

Events: Control at all times

With EMP you will no longer lose track of a task. Individually configured reminders will call your attention to everything: To a deadline; To a variable schedule date (for instance, when an implementation should be completed); To a milestone; To a freely definable pause.
The type of notification, too, is determined by you; pop-up reminders or notification to any selected e-mail address. A function for escalating events to line superiors is also available. Even the intervention of other role players (for instance a monitor) can be defined, for instance when a certain event, such as a predefined pause, is determined.

 

Some highlights of EMP

  • EMP adapts flexibly to all your procedures and areas of activity
  • Access to Problem-Tickets from several years, without loss of performance
  • A finely tuned system of filters
  • Utilisation of templates
  • Smooth integration of Outlook
  • Multiple client handling enabled
  • Clearly structured input masks
  • Problem-Tickets with complete tracking of all processing steps
  • Separation of the problem reporter from the cause of the problem
  • Defined life-cycle of Problem-Tickets, including a clear definition of responsibilities
  • Easy and intuitive learning of application operations
  • Escalation functions, under inclusion of the organisational hierarchy
  • Freely definable workgroup definition with virtual assignment to workgroup clusters
  • Possibilities for assuming observer or monitor roles
  • E-mail integration directly in Problem-Tickets (incoming/outgoing e-mails)
  • Automatic processing of problem reports per e-mail (Ticket-Automation)
  • Status queries by customers, per e-mail or to a Web interface
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