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Incident Management

With the capability to manage all incidents reported on your products and track and report on this data for analysis, you can increase customer satisfaction by responding quickly to customer needs and making improvements in product support and quality.

Create a detailed record of every support incident.
Classify customer service issues for automated incident and problem reporting.
Instantly view an incident's life cycle.
Assign activities to other team members.
Assign priority status to incidents.
Calculate the costs associated with resolving an incident.
Record all activities related to an incident.
Link emails, faxes and other related documents to support incidents.
Track resolution times to gauge the efficiency of the support team.
Track the productivity of individual support professionals.

Service and Repair is fully interactive with all Intuitive ERP return material authorization (RMA) data. You can automatically initiate RMA orders directly from a Service and Repair customer call screen, including rework orders and credit memos when necessary.