The CICOD Workflow Manager (WFM) is a flexible and fully integrated platform to the Business and Operation Support system for Service Fulfilment and Problem Handling. It enables the automation of approval-based business processes across departments and systems ranging from complaint handling, task management to inventory request management. The platform enables issue tracking and problem handling from point of initiation to resolution. It gives updates to customers on the progress made, provides access to customer details such as billing information, payment invoice and ticket list and can assign work orders to various resources for resolution.

Automate your workflow process in 5 easy steps

Department

WFM sets up your business departments and processes as Queues and Queue Types. This will enable work orders to be raised and assigned to a resource for specific business processes and tasks. These work orders can be tracked using a special identifier such as Ticket Number.
1

Activity

When resources are assigned to specific queues and queue types, your business can measure detailed performance for a specific resource doing specific task at a specific time. Resources can be easily and effectively allocated to specific tasks.
2

Status Lifecycle

Business workflow can also be managed by setting up Statuses to track the progress of a work order from the point of initiation to resolution. When work orders are left unattended or remain in a certain status within a set time-period based on Service Level Agreement (SLA), WFM can specify multiple users to be notified.
3

Escalation Metrics

Specify which users are to be notified via email, when work orders are left unattended to or remain in a certain status within a set time-period based on Service Level Agreement.
4

Reporting

Dashboard view and reports are generated such that Key Performance Indicators (KPIs) can be known. This gives companies areas of focus for strategic and operational improvement.
5

Features

  • Work Order Management

    Easy assign of tasks to resources.

  • Queue Management

    Easy assign of tasks in queues for a fast and efficient resolution.

  • Issue Tracking

    Track and resolve issues faster.

  • Ticket Management

    Clear issued ticket numbers for easy identification and tracking.

  • Internal Communication

    Efficient communication with team members on tasks and tickets.

  • External Communication

    Efficient communication with team members, external stakeholders and customers on tasks and tickets.

  • File Management

    Easy management of data files.

  • Inventory Approval Management

    Transparent management of inventory for different levels of approvals.

  • Customer Management

    Management of customer issues to excellent customer satisfaction.

  • Team Management

    Management of teams to ensure tasks are performed on-time.

  • Schedule Management

    Comprehensive management of tasks to ensure that tasks are completed and schedules are shared and communicated with relevant resources.

  • Resource Allocation Management

    Management of assets for best use of human resources.

Add-On

Workflow Mobile

Workflow Mobile (WFM Mobile) is a mobile application utilized by users on the move. WFM Mobile is an add-on product for standard WFM.

    Features

  • Internal Communication
  • External Communication
  • File Management
  • Inventory Approval Management

Integrations

CICOD suite of Business Support Systems (BSS) is a fully integrated with the option to choose the right application as stand-alone or as a bundle of applications depending on the business needs. The applications within our CICOD BSS can be easily integrated to existing systems within an organization’s Enterprise Resource Planning (ERP) software or operated independently to provide unparalleled platforms for automating key business processes.

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