Incident management

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:

Analysis Incident Management Screen

Key features:

  • Smart forms

    Users are able to submit reports using ‘intelligent’ forms with standard values and input checks, allowing you to request the right information to process the report. Users will also be able to submit reports via the intranet network; anonymous users will be able to submit reports via portal integration.
  • Overviews

    Users will be able to review all their reports and requests at a central location. By clicking on the report, its current status is shown in a chart. Managers will be able to review the statuses of all reports and requests to ensure that all requests are processed in time.
  • Reporting process

    By using workflows, all incident reports are processed in a consistent manner, going through all the appropriate stages via tasks and automatic escalations. The recipient of a task will receive a notification email and will be able to open her tasks. The workflow will indicate how many individuals have certain responsibilities and which task they are to carry out.
  • Fields

    Standard fields can be expanded to an unlimited number of additional fields. User may indicate the field type, such as text, number, dropdown list or reference to another object. These fields are displayed depending on access privileges and the status of the workflow.
  • Progress check

    The applicant and recipients of the request may review the status in a graphic representation of the process at any time. Status is displayed in black, with previous and next stages displayed in grey.
  • Digital file

    Submitting files automatically leads to the compilation of a comprehensive digital file, including details of the requesting party, responses, actions, dates and interactions. Documents such as photos, letters and scanned images can be uploaded for attachment to a report or request.
  • Analysis

    All stages of the incident reporting process are logged, allowing insight into response times and any difficulties at any point in time. Results may be represented in reports, charts and dashboards.

To find out more about the extensive options available, please contact us.

Axxerion Foundation

As your organization evolves, Axxerion evolves with you

Easy to Use and Highly Configurable:

Work with your own terminology, easily remove unwanted fields or steps or add new ones when needed. Define your own business processes.

Comprehensive Security:

Role based logins to accommodate different types of users and contractors and their access rights.

Global search capability:

Easily and instantly search and find any facility information in the database.

Automatic Review and Approvals:

Easily and graphically define workflow and approval processes for any item in the system.

Contact Us

  • Axxerion USA
  • 24 Professional Center Pkwy, Suite 130
  • San Rafael, CA 94903
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