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Event and Exception Management

Event Management focuses on monitoring end-to-end business processes and capturing the milestone data to be used for the purposes of triggering a workflow action or communication. Exception management processes can be set to capture event data where the result does not meet acceptance criteria. The data can then be presented to the appropriate operator for manual interaction. The combination of these two activities directs our clients to the source of business disruptions with little effort, allowing the team to spend most of their time actively resolving issues and developing corrective actions rather than searching for the issues.

Product Tracking

Track a particular product or object, trace the history of a particular product or object, and monitor the process. We will know where a product is now, where it has been, and if it is on track within the defined process. Visibility into all the processes can provide a very deep level of tracking at a very granular level such as goods serial number, batch or manufactures date.

Using the methods above, the data collected can be used to measure compliance against defined processes. Non-compliance raises an exception against expected and unexpected events. One example of an expected event could be a delivery of a shipment (Proof of Delivery). An unexpected event in the same process could be the delay of the shipment delivery. Another example of an expected event could be for a warehouse to scan a shipment into their system within a specified number of minutes after goods have arrived. If it isn’t scanned within the defined SLA, it is flagged as a process exception.

Customer Service

Implementing a great solution helps clients’ customers know what they can expect and when they can expect it. Event Management helps determine the proceeding shipment and delivery milestones, diagnose whether these milestones are on track to be met, and the operational plans when the system “senses” constraints in the process. It can be used to trigger automated customer notifications of order progress and act as an early warning system. This way, internal teams can isolate and address problems before a disruption affects the customer experience.