Identify most frequent inefficient activities to speed up resolution. Good oversight of the open tickets to allocate appropriate resources to solve the incidents efficiently
Identify friction activities e.g. ping pong effect that leads to multiple forwards to different supplier group for a single ticket, and alert the owner immediately to follow up on incident to resolution
Automatically signal users when slow tickets have been identified e.g. untouched and held at a specific activity for more than x days. This triggers the users to take the right actions to speed up resolution and improve the overall efficiency
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