Data workspace to collaborate on incident management and response
Higher cost & slower improvements
Complex and ineffective collaboration for managing incidents of breakdown and change results in poor responsiveness and higher costs.
Build responsiveness. Accelerate improvements.
Improved visibility on incidents | Efficient collaboration on incidents | Accelerate learning
Delight Customers with Faster Incident Resolution
Improve Team Productivity
Accelerate Learning
Overcome key challenges
Overcome key challenges in managing data across the complete data lifecycle.
Shared data & collaboration workspace
Create a complete and coherent picture required to manage incidents effectively and efficiently.
Security
- DDOS protection, Account lockout, password policies
- AES 256 bit encryption
- Compliance with industry regulations on security
- Privacy by design
- Data residency options
- Granular security controls at the organisation, workspace and note level
- Audit trials for entire note activity
System integration
Integrate with ADS
Application integration
Cross platform integration via private connectors, APIs, zapier etc. for a wide range of applications such as email, ticketing, forms, CRM…
Sharing
- Shared data workspaces.
- Users can create notes with attached documents
- Security controls include disable copy, disable download, disable export, disable sharing, etc
- Publish notes and securely share the URL.
Collaboration
Team collaboration via comments and replies to exchange information and ideas
- Mentions to draw attention of specific people
- Global hash tags to mark content pieces for easy retrieval
Cataloging & search
Organise and catalog notes and conversations using private and public tags for easy future reference.
- Powerful combinational search using tags, people, and keywords.
- Search within attachments
Reduced risk & cost. Improved productivity.
Lower cost. Higher performance & adaptability.
Lower TCO over human driven processes for migration.
Save on downtime costs and impact with faster incident resolution.
Auto provisioning, auto scale and auto monitoring
In-built redundancy and security
The number of connectors provided by Ideolve is continuously growing and customisable to meet special needs.
Built on open standards and protocols
Easy integration. Efficient collaboration.
Use shared data workspace to efficiently collaborate on incident management.
Data workspace
Shared workspaces with role based access
Information collection
Information collection and upload using open protocols and standards and published APIs and connectors.
Incident capture
Capture / Upload information related to incidents in notes
Escalate
Escalate / Share note with team to initiate collaboration
Collaborate
Collaborate to resolve incidents via exchanging information and ideas on the note.
Catalog
Tag notes to catalog the incidents and remedies for easy reuse and reference for improvement initiatives.
Search and reference
Use powerful discovery and search to discover reference information for managing incidents
How we gained from Ideolve
At Mithi we use Ideolve for both managing incidents and driving improvements.
Only the frontline agents directly communicating with the customer have Freshdesk accounts. The rest of the team can collaborate with the agents without needing Freshdesk accounts, leading to significant cost savings.
The captured conversation feeds into the product innovation and documentation updates to improve the UX and reduce incidents of this type.
