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c.Support for IBM Domino - Workflow Management

Incident Management
Service Level Management
Workflow Management
Asset Tracking and Management
Knowledge Management
Customer Self-Support
Customer Data Integration

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Workflow Management

Although service centers are similar at their core function, every organization has some level of uniqueness in its practice and methodologies. Workflow Management empowers a company to achieve an improved level of efficiency with better process control, greater accountability, advanced automation and streamlined customer service.

c.Support uses a robust workflow template function to allow users to track related issues and requests. These workflow templates often contain dependencies, or parent/child relationships. They can be as simple or complex as your needs dictate.

> Coordinate support activities that involve many steps, people, and departments.
> Prebuild and re-use templates to standardize repetitive projects.
> Create and use new workflows at any time.
> Implement dependent and parallel tasks to optimize the timing of each step and effort.

Here is an example of a complex workflow/related heirarchy template in c.Support.

 
"We wanted to have a European partner with a deep understanding of incident management and different underlying technologies, Lotus Domino in this case, and Tricostar fitted these criteria perfectly."
Kari Jarnstrom, Head of Business Solutions at Uponor, Finland
"We looked at a variety of systems, and after a lot of consideration, Timebase Case Management was selected. We needed a system that offers a high level of flexibility including remote working, yet is intuitive to use and is backed up by solid implementation and subsequent support, Timebase Case Management met all those requirements. Additionally, as we have worked with Tricostar for many years, we were confident of the level of support and service they provide. As it transpired this was well founded as contracts were signed at the end of November 2007 and by the end of March all 60 fee earners were working with Case Management on an externally hosted Tricostar server."
Nick Senior, Business Manager, London Borough of Ealing

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