Helpful solution for managing incidents from cash machines. Allows customer service department or client representative to deal with both automated incidents (based on error messages received from cash machines) and manually logged calls via online access.

Service desk contains: configurable workflow driven incident, complaint and query management linked to SLA monitoring, tracking and monitoring of calls across multiple departments and companies involved in the call resolution, reporting on the progress and quality of the call management process and SLA target, score against the target, automated or manual escalation to management. 

In production: 2 years. Place of implementations: The Netherlands.