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Escalation Mangement

Escalation Management System

Jade Global
May 4, 2012

Solution Overview

The Escalation Management application allows service organizations to track various business critical transactions throughout their life cycle. Escalation Management solution is a customized application built upon Oracle Workflow and Oracle Business Events Technology.

Challenges and Solutions

The Escalation Management is a right solution for you if you are facing challenges around tracking progress of critical business transactions. Typical problems could be missing SLAs, customer escalations, no proactive monitoring systems.

Solution

This is a customized solution allows business users to define SLAs for internal business processes as well as with the external vendors. This application also proactively monitors business transactions to avoid unnecessary escalation. In case of any escalation event, application notifies appropriate business user with the escalation details. This application offers a dashboard to track open orders and escalation and to manually close the escalations. It has inbuilt UI to setup escalation events, business rules and SLAs.

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Solution Block Diagram

Escalation_Management

How it works?

  • Individual business transaction invokes Escalation Management system to track appropriate business activity or an Escalation Event.
  • Escalation Engine will receive and process Escalation Request by determining appropriate Escalation Rule. Escalation Rule captures information about an entity which needs to be tracked by the system, time duration and action required to be performed in case of escalation.
  • Escalation Engine will calculate SLA time for that Escalation Event and will start monitoring it. In case if SLA time is elapsed, Escalation Engine will mark that event as “Escalated” and will execute defined Escalation Actions.

 

Key Functionality and Features

Dashboard

Escalation Management Dashboard provides high level snapshot as well as detailed information of all the open RMAs. Dashboard will help in tracking –

  • B2B Communicate with your vendor (Ship Request Transmission, Acknowledgement, Ship Confirmation etc.)
  • SLA adherence against ETAs received by various vendors
  • Manually close/override escalations

Configurable Solution for business process tracking

Flexible setup allows users to define processes which needs to be tracked (Escalation Objects), various activities involved in these processes (Escalation Events). You can define an Escalation Rule for every Escalation Event which captures time duration to complete every activity and Escalation Action that you want to take if certain activity is not completed within predefined timeframe.

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