Axxerion offers a unique incident management solution to process complaints, wishes, requests and errors – a module that makes us a leading player on the Dutch market. By precisely configured workflows, our system is able to determine what type of report is sent where, who is responsible for processing it and what the service levels of the step in question are. Instead of a task-centred, ad hoc review of reports, the Axxerion system allows for reports be processed step by step through a workflow. Staff who are in charge of carrying out certain tasks are sent the report in their personalised to do list, and if necessary may receive an additional email containing a link. Reports can be changed into work orders. The status of a report can be seen in the overviews, in the form, but is also represented visually within the workflow. Every stage of the workflow can be followed up by an email, allowing changes to its status to be passed on the appropriate individuals via an automatically generated email, in the organization’s own in-house style if need be. The system may also escalate if certain service levels are exceeded (e.g. via email). Managers will automatically be sent overviews and reports by email.
Axxerion also offers a large number of report form templates. Reports can also be linked to photos (e.g. of damage) or other documents. These standard report forms can however be adapted entirely; and users have the option of creating new form types, without requiring any programming. Reports can be assigned, linked back (via email), processed, managed, transferred, etc., thanks to the flexible workflows. Any escalations, notifications, statuses, or service levels linked to these workflows will ensure that the right people do the right things at the right time.
Example of an Analysis Incident management screen: