Customer and Executive Visibility

The right information at the right time

It is critical that the right people see the right information at the right time. Whether an IT executive who needs to understand key performance metrics before a customer call or a customer that needs to have a fact-based conversation with a provider, quick access to key information is vital.

Sophisticated reporting and analytics

To enable you, your executives, and your customers with visibility into SLA management, we deliver sophisticated analytic capabilities including:

Trending and forecasting that predicts monthly or yearly performance results, rebates, and cost exposure.
Root-cause analysis capabilities, enabling companies to spot symptoms of a problem early and quickly drill down into the information needed to determine the root cause.
Baselining capabilities that enable companies to estimate future service levels based on historical data.
Benchmarking capabilities that compare service levels across alternatives.
Notification alert thresholds, so management can begin to spot problems before an SLA is breached.
Role-based dashboards with unique views that are accessible by service managers, external and internal customers, service providers and executives with privileges assigned by an authorized administrator.
Prepackaged reports for such areas as compliance status, forecasting, credits, auditing, and more.
Customizable online reports and report templates, enabling you to customize a wide choice of pre-defined reports by changing the graph type, filtering condition, selection of data dimensions, and shown time period, and hiding or showing specific data columns.
Multidimensional reports that enable users to navigate among multiple data dimensions, such as geography, organizational structure, time, service hierarchy, performance categories, and customers.