Case Studies:

Incident Management System for Global Artisan Company

Renowned Artisan company improves processes with a new incident management system

Incident Management System

Our client is a contemporary artisan company, formed in 1837, a six generation family run business sourcing beautiful materials to enable the creation of useful and elegant objects which stand the test of time and forge the uniqueness of their work.

The Business challenge

 The clients Asia Pacific organisation wanted to deploy a custom localised application to manage the unique requirements of all incidents generated from the Asia Pacific clientele.

The client has global systems to manage the corporate data requirements and tracking of incidents and like any large organisation, localisation and customisation of key applications can be difficult to get approved, developed and implemented.

 So the unique nature of the Asia Pacific market and clientele required a new approach to managing the incidents with any product or service that the Asia Pacific team encountered, and was currently recorded on paper and transcribed to spreadsheets before being sent to the local head office where it was entered into the global solution.

The Business Solution – A bespoke incident management system

We built a custom application around the clients well tested and proven manual workflow, and built the new system to be accessible from all sites and locations that the client operates and enabled staff to capture the relevant data from customers about their specific incident, the product / service whilst removed the requirements for any paper or re-keying of data.

The incident management system was also configure to have the capability to automatically push information to the centralised system to improve the workflow and reduce data transcription issues.

The Result

The new incident management system greatly improved customer relations and reduced both time and errors in the incident resolution process.