WebXpress IMS is an online ticketing system used by service providers to manage customers complaints and suggestions.Can be used by any Organisation who has presence in B2B service industry.

1. Issue Management
System
How we have got our customers covered

2. Agenda
 Issue Management System (IMS)
 Functioning and Reporting
 Case Study
› Business Intelligence for IMS

3. Issue Management System

4. WebXpress IMS
• WebXpress IMS is an online ticketing system used by service providers to
manage customers complaints and suggestions
• IMS helps to register issues raised by customers and track action taken
• IMS helps customers to also gain visibility into status of complaints
• IMS helps service providers to keep track of outstanding issues and focus on
their resolution
• IMS providers auto e-mail reminders to team for all pending issues
• IMS combined with Analytics providers a very good insight into problems
faced and areas of concern

5. IMS Flow
Issue Registration
Issue Resolution & send for
approval
Issue Closure/ Rejection
Issue assign to technical
team
Auto e-mail at each stage to
relevant stake holder
Customer
Technical Team
Customer
Product Manager
ProcessEntity

6. IMS Flow
• Step 1
– Customer will login to the system and add a new issues
– Customer will also provide product details, description of issue
and document if relevant
– On submission customer will be issued a unique ticket ID
– Also, IMS will send the ticket as an e-mail to customer, product
manager and account manager
• Step 2
– Product manager will review the issue at hand and reassign
the same to a technical team member
– System will send an e-mail to technical team member about
assigning of issue

7. IMS Flow
• Step 3
– Technical team member will resolve the issue and send the
same for approval by customer
– Again, system will send auto e-mail to customer, product
manager and team member about resolution
• Step 4
– Customer will check the issue to be resolved and approve the
same from his login
– In case customer is not happy with resolution, he will reopen
the issue and same will be available for resolution again
– System will send an auto e-mail of the same to all stake
holders

8. WebXpress IMS – Key Benefits
• Real Time information visibility across Service network
• Reduction in costs due to
– Measurement of performance of each service engineer
• Increase in income due to
– Ability to handle higher work volume with same investment in
staff and facility
– Better service leading to better customer satisfaction, thus
more business
– Better information on customers leading to targeted sales
effort

9. Functioning and Reporting

10. How it Functions?
 Setup
 Customer Login
 Alerting WebXpress

11. IMS System Setup
• Service Provider will set up the IMS system using masters options
available
• Following masters will be set up
– Team related masters
o User master – technical team and product team will be added using this
master
– Product related masters
o Product/Service master – all services provided by service providers will be
added
o Modules master – various modules within a service will be added
– Customer related masters
o Customer master – List of customers will be added using this master
o Customer–service mapping – Customers will be assigned services from
service list
o Customer user creation – Customer will be given User ID to login to IMS

12. New Customer Addition
Service Provider can add their customers with contact details in master

13. Customer- Service Mapping
Service Provider will assign services applicable to given customer

14. Customer User Login Creation
Service Provider will then add a user
for given customer and assign rights

15. Customer Login
Customer user will now login to
the Issue Management System

16. Issue Addition by customer
Customer can add issue using menu provided

17. Issue Addition
Customer will select service,
module and provide description
of the problem

18. Issue Addition
Customer can also add a file/
image/ doc to better describe
the problem

19. Issue Added and Auto E-mail sent
System generates a UNIQUE id
for each issue submitted

20. Auto E-mail
System sends an auto e-mail of
the ticket to all stake holders

21. View of Issues
Customer has multiple methods
to view and track issues added
Type issue ID to see status
Click on Issue Charts
Use Reports Menu

22. Quick Search Output

23. Charts Output

24. Report from report menu
Report Query &
Output

25. How to Track and See Reports?
 Issue Assignment
 Resolution and Customer Updates

26. Task Assigned to Technical Team
Technical team member will
resolve the issue and send the
same for approval to customer

27. Task reassigned
Relevant technical person is
selected and task assigned

28. Auto e-mail sent to technical person
E-mail marked to technical
person and product
manager

29. Issue Selection for resolution

30. Issue Resolution Details
Technical team member will
resolve the issue and send the
same for approval to customer.
He will also add effort required
and reason for problem

31. Auto E-mail to Customer
E-mail marked to
customer about resolution
of issue

32. Customer login
Customer will now login and can
see that issue is awaiting
approval

34. Issue Approval
Customer will add his remarks
and close the issue

35. Auto E-mail after approval
E-mail marked to
customer and product
team about closure
E-mails also show the
complete cycle

36. Auto Escalation E-mails
System sends automatic mails if
issues are not closed within
specific time line

37. Case Study: BI Analytics

38. Analytics for IMS
• WebXpress as deployed Qlikview Business Intelligence
system on top of its IMS to offer variety of analysis
• This provides a graphical and multi dimensional view of
issues across customers and services
• Service Provider can then provide dashboard based reports
to its customers and also use them internally for better
control on service level

39. Dashboard
1. Dashboard provides comprehensive snapshot of overall work
2. Service task wise assigned by customer on single screen
3. Work Done v/s Work Pending analysis on single screen
4. This will enable key decision maker for strategic decision

40. Age Analysis
1. This template will provide pending age analysis customer wise and task type.
2. Particular task open for how many days.
3. This will enable Key decision maker to take forward steps for particular client

41. Re-Open Analysis
Re-Open analysis presents snapshot of task which are solved but again same issue
reappeared with same type of error

42. Pending Analysis
1. This will enable decision maker to have comprehensive look on pending work till date
2. Customer wise and task wise this can be filtered

43. Top Customer Analysis
We can analyze which customers account for maximum queries

44. Issue Trend Analysis
Month wise addition of issues

45. Thank You
info@webxpress.in www.webxpress.in
KEEP IN TOUCH
Headquarters Regional Sales Office
114, Sundervilla, S. V. Road,
Santacruz (West), Mumbai – 400052
+91 93 232 428 02
+91 22 325 735 60
ECFY Consulting Pvt. Ltd.
107, First Floor, Suncity Trade Tower,
Sector–21, Gurgaon – 122001
+91 93 117 363 59