Issue Tracking
There are always issues with Service Delivery, issues of Timing, issues of Quality, issues of Customer Service, issues of competence. Big impact or small impact, mission critical or minor irritation, they are an ever present.
Usually what is most important is that the issue be addressed promptly and normal service resumed.
Clients use the Issues functionality within ServiceFrame not just to note that an issue has occurred but to build a record over time of all issues and the resolution steps required to address them.
A record of all issues over time is accessible through ServiceFrame as well as the steps to resolution. This ensures that knowledge of what issues occurred and how they were corrected is not dependent on the memory of the people involved who may no longer be involved, but is built into the system. It also allows for knowledge of the triggers of specific issue types to be developed, those that are seasonal perhaps or reflective of patterns in the business cycle. The Enterprise learns if certain behaviours or relationship types are prone to certain issues. Easy comparisons can be observed between providers who experience issues of one type and other providers.
ServiceFrame Insights help the organization initiate Issues avoidance mechanisms for things that occur frequently and can prompt the enterprise to create performance indicators and measures for issues.
Issue tracking in ServiceFrame enables the drive to constant improvement in Service Delivery.