On-Line Trouble Ticket Database

Advanced Network Products uses a on-line trouble ticketing database to document every customer service event that takes place between the customer and ANP.  ANP documents who called, when they called, and what was the reported problem and what piece of equipment was affected.  ANP tracks how quickly we responded to the ticket, how quickly we closed the ticket and when our SLA's are missed we automatically escalate to a shift supervisor and then to the director level.  ANP is able to tap our on-line  knowledge database to determine when we have seen similar circumstances to improve the mean time to repair.