Who is Fourier?
Fourier Approach is a privately owned company that focuses on industrial engineering , development, integration and support of information systems and infrastructure.
What We Do > Fourier Incident Management
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The Challenge
Incident management, for anything from IT related issues, HR, logistics, or any other customer related issues, directly related to service delivery and customer satisfaction. Incidents, if not managed in an environment can cripple infrastructure and it can severely impact negatively on customer expectations. If a customer reports incidents, the expectation is that the incident will be handled, that communication on progress will be given timely, and that the call will close when the customer is satisfied in that regard. Also to understand what incidents are coming in, for which environments, preventative actions can be taken to prevent crises. Organisations that do not electronically manage service levels of internal reaction, or vendor service levels, manages on gutfeel. In todays competitive environment facts around service levels are crucial to stay ahead in the game.
The Solution
Fourier developed a software solution to manage incidents and the associated service level agreements. The objective of the Fourier Incident Management Software is to give users easy ways to log incidents, and then to automate governance and responsibility for each logged incident.
Key functionality of Fourier Incident Management Software are: • Easy logging of incidents through email, or agent logging screen. • Customisable severity levels with different service levels. • Previous calls list, including color indication of open and closed calls while incidents are handled. • Pooling queues for support teams. • Escalation of near service level missed, and service level missed. • Notifications through the whole process to requester, managers, and support teams on email and sms. • Management reporting on all performance according to service levels performance, requestor, support teams, categories and companies.
Fourier Incident Management Framework is a fraction of the cost of similar solutions, and is offered at an operational rental cost per month. Our Incident Management Software is priced to add value to small concerns and to enterprise wide applications. The software can be hosted.
Here are some of our products...
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