Endless queues of unresolved tickets? Repeated system failures dragging down productivity? Intellifold’s Incident Management solution targets repetitive incident types, rework loops, reopen rates and process bottlenecks, so your IT team can focus on innovation—not firefighting.
Prolonged incident resolution cycles and frequent rework drain IT resources, frustrate end-users, and disrupt business operations. Incomplete insights into root causes lead to repeat issues, high escalation rates, and SLA breaches that damage productivity and customer satisfaction. When you’re buried in tickets without a clear path forward, morale plummets—and so does your bottom line.
Existing reports are incomplete and don’t reveal the root-causes for process bottlenecks and risks leaving you with blind spots, missed steps, and difficulty in addressing recurring issues. The result? Poor customer service, frustrated IT teams, and increasing costs.
Traditional BI tools only scratch the surface, failing to reveal the root causes of inefficiencies and non-compliance, and they do not support improvement actions and continuous monitoring.
Fragmented and complex data across systems creates blind spots, making it impossible to track cross-departmental processes effectively, or to clearly measure the impact of improvement initiatives.
Unaddressed process bottlenecks and control failures lead to significant operational risks, rework, unnecessary costs, and lost revenue.
Intellifold combines Process Mining & AI technology to automatically map every step of your incident management process—providing a holistic view—from the initial incident report through resolution and investigation. By pinpointing:
- Recurring Incident Types
- Rework Loops
- Escalation Bottlenecks
- On-Hold Statuses
With real-time alerts to highlight issues before they escalate, and predictive analytics help you stay one step ahead of potential bottlenecks and unwanted outcomes. Your IT teams can streamline workflows, reduce reopen rates, and proactively solve the underlying causes of incidents. The future? Faster resolution times, fewer disruptions, and stronger SLA compliance—all powered by actionable insights and AI-driven recommendations.
Key capabilities:
- Full Process Transparency: Visualize every handoff, missed step, and rework in real-time.
- Dynamic Insights Dashboard: Easily spot patterns in resolution times, incident types, and team performance. Track priority levels, impact, and escalation paths in real time.
- Advanced Analytics & Root-Cause Detection: Identify why issues keep recurring and isolate the teams or activities involved. Monitor rework loops to stop repetitive incidents at their source.
- Performance Indicators & SLA Tracking: Measure critical KPIs like resolution times, incidents per staff, costs, reopen rates, and escalation frequency. Automatically track SLA compliance, highlighting areas in danger of breaching.
- Automation & Future Prevention: Integrate with RPA and AI solutions to automate routine incident responses. Use predictive insights to schedule maintenance or deploy patches proactively, reducing future incidents.
- Beyond Dashboards: We dig deeper than Power BI or other reporting tools to expose root-cause inefficiencies that traditional dashboards miss.
- Product Flexibility: Fully customizable dashboards, analytics, and deployment options. Analytics can be executed directly within the solution or pushed back to the underlying database. Deployment in Intellifold cloud or private cloud environment.
- End-to-End Service: Unlike point-solution vendors, we provide the software, consultancy, training, and ongoing support in a single integrated package. This ensures a quick return on investment and the best use of advanced technology.
- 90-Day Transformation: Achieve full transparency, start tackling key bottlenecks, and improve compliance within 90 days—or we’ll work with you for free until you do.
- Expert Guidance & Training: Your team quickly gains confidence through hands-on training and continuous improvement support.
- Security & Compliance: We’re SOC2-aligned and follow rigorous data governance and security protocols. See our Trust Center for details.
- Reduced Resolution Times: Slash ticket queues and keep internal/external customers satisfied.
- Enhanced SLA Compliance: Meet and exceed your service-level goals while avoiding costly penalties.
- Lower Reopen & Escalation Rates: Solve problems right the first time to minimize repeated work.
- Proactive Incident Prevention: Tackle root causes before they become widespread disruptions.
- Optimized Resource Allocation: Free up IT teams for higher-value projects instead of endless triage.
Full transparency
across business processes with clear insights to optimise execution
Risks are minimised
across business processes with clear insights to optimize execution
Bottlenecks and rework actioned,
and automation applied effectively
Cost-saving opportunities
are identified and tracked for sustainable financial gains
Teams feel confident
and equipped to drive meaningful, measurable change
Real-time & predictive insights
enable proactive decision-making
“We already have reporting and BI tools—why add Process Mining?”
Process Mining goes beyond visualisation to uncover root causes of inefficiencies that dashboards simply can’t.
“Is this compatible with our existing ERP/CRM/Workflow?”
Yes! We seamlessly integrate with common systems like SAP, Oracle, MS Dynamics, data warehouses and many more.
“Will our team struggle to adopt this?”
Our hands-on training and continuous support ensure quick, confident adoption. This is a priority for us.
“What about data security?”
We partner with leading cloud providers, offer on-prem or private cloud deployment, and follow strict compliance controls (SOC2).
While Intellifold solutions bring extraordinary value to organisations with complex, high-volume, and data-rich processes, there are times when our technology might not be the perfect fit:
- No Digital Footprint: If your process isn’t supported by systems that capture event data, we won’t be able to mine or analyze workflows effectively.
- Insufficient Volume: Our insights rely on patterns in enough transactions or complex steps to identify significant inefficiencies.
- Limited Buy-In for Change: Real transformation requires stakeholder support and organisational readiness to act on the insights we provide.
If these conditions apply, you may not see the full benefits of Process Mining & AI.
For everyone else and with the right commitments, we guarantee improvements within 90 days.
- Discover & Assess: We tailor a solution and roadmap around your unique processes, compliance needs, and technical environment.
- Seamless Setup & Integration: Our experts connect Intellifold to your ERP, CRM, workflow source systems, offering real-time insights.
- Ongoing Support & Improvement: Expect continuous monitoring, consultancy, and training so you see and sustain real results.
- Our Guarantee: Full process transparency, and the first elimination of bottlenecks or improvements in compliance —or we keep working at no additional cost. We want to make this work for you!
- Hands-On Partnership: From strategy workshops to tailored training, we’re with you every step of the way.
- Security Assurance: We meet rigorous data protection standards, and if any issue arises, we resolve it fast at no cost.
Tailored Solution and Roadmap
a custom plan to meet your compliance and efficiency goals
Implementation and Integration
expert-led deployment and seamless integration with your existing systems
Training and Enablement
comprehensive, hands-on training to empower your team
Dedicated Support Services
pro-active monitoring, consultancy, and updates for sustainable success
Book a 30-Minute Call to explore how Intellifold’s Incident Management solution can help you resolve issues faster, proactively prevent recurring problems, and tap into the power of RPA and AI for seamless IT operations.
Intellifold — Your partner in Process Mining & AI for faster resolutions, happier users, and fewer disruptions
