Internal Portal

Initiate a support case from an online form

Location details

NNI details

Task is sent to Tom for feasibility testing

Open Tom’s Outlook (I.T Manager)

Task details are embedded in the email.
User can approve/decline from Outlook toolbar

Workflow Status

Tom’s task – break the request into sub-tasks

Tasks are sent to the technical teams

Open Peter’s Case Management Portal

Case Management

Peter’s task – reviewing the component requests

Open Mark’s Outlook (Customer Support)

Task details are embedded in the email

Workflow Status

Mark can see a summary of the technical teams
responses

Mark can notify the customer – Case resolved

Audit Trail

Process Overview

Drill down to locate the process bottleneck

Team Performance

Team Status

Late Tasks - Report

Report can be exporting to PDF and Excel

Report in PDF format

Report in Excel format

Opening the Report Builder

Managers can create their own reports – without
code

Filtering the report – cut and dice

Reports can be saved, exported, printed and
distributed