What is MAXIMUS MANAGECALL?

MAXIMUS MANAGECALL is a ticketing & incident management solution which generates terminal health status and cash status tickets or incidents based on elaborate business rules configured. This can be used for any system where tickets have to be raised and tracked. It is a workflow-based system with extensive interfaces developed for connectivity with other internal and external systems.

MAXIMUS MANAGECALL has been designed for efficient ticketing, incident management, escalation management, SLA management through real-time updates from the field, and MIS/dashboards for issues resolved and pending at any given point of time.

How it works

1

The web-based application does not require any client application to be installed and has an intuitive and sleek interface which enables users to easily log in, track, update and close support calls.

2

The core module is integrated with Contact Management and Asset/Project Management modules, which helps keep track of the support call history.

3

The alerts engine automatically alerts and escalates any pending support calls/tasks according to the pre-defined escalation hierarchy (based on the organization or support category’s structure). Complete event logs of all support calls with their progress details and alerts history are available for the managers and application administrators for further analysis.

4

Field support engineers are armed with personal digital assistants (PDAs) and mobile phones and can receive alerts, view and update the status of the support tickets. without returning to their offices.

Benefits

  • Allows the system administrator to set up the complete organization hierarchy/tree, which automatically establishes the escalation path.
  • Allows creation of complete configuration management database, metadata about each asset, including the model, installation date, location, site-specific configuration information, installation notes, special instructions or conditions. Support tickets can be tracked with the help of this module.
  • Captures complete details about the customer and users along with site contact information. Information can be categorized by department, role or function in the customer organization.
  • Tickets follow an automatic escalation path in case they are not attended to or resolved within the stipulated time.
  • Provides interfaces for capturing summarized information relating to steps taken during the resolution process, agreed resolution, customer feedback and closing comments from the teams and their managers.
  • The web application is made secure by using SSL and is fully compliant with SSL-based data transfer.

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