Incident Management System vs. Traditional Reporting: Why Go Digital?

We are truly at the peak of the digital age; most of our world is already connected through the digital space. It’s practically impossible now to imagine our economy, governments, careers, and our own daily routines not reliant on technology or the internet. But this comes at a cost; obviously, technology as advanced as this is not cheap; that’s why some people still rely on the old reliable methods we have gotten used to. However, are these innovative digital tools reliable? Or should you stick to traditional methods?

Tracking and solving problems if you have a huge business or organisation is nightmarish if not done properly. You simply cannot take one problem at a time since a lot of people and resources are constantly depending on you. Online incident management systems are built just for this case; they are fast at solving issues, but can they really surpass human problem-solving issues though? That’s what we’re about to find out.

Problem Detection:

·         Traditional: when dealing with issues and complaints, emails, calls, or face-to-face reports are the usual ways when it comes to facing the initial problem. The staff will then relay the issue and put it on their crisis board. It’s a tried and tested method but can be time-consuming and leaves a large margin for error.

·        Digital: modern systems are significantly faster; they will not only relay the issue but also categorise it to save time in having to deal with sorting, like, for example, detecting fake reviews on Google left by customers that might be irrelevant to give resources to. They could also accurately time stamp the incident and automatically catalogue it. Sometimes, if it’s a priority, they will immediately give notifications directly in order for a faster solution.

Response Time:

·        Traditional: once an issue has been identified, employees will then be on the move. Alerts will be issued to find the right team member for the job or who is nearest to address the problem. Once someone is picked, the responsibility will be handed over to them to give a briefing, brainstorm, and prepare on how to solve it.

·        Digital: with modern management systems, automated alerts will be given to all staff members available. GPS tracking will also be utilised so that both employees and patrons will be able to know when and where the issue is currently being resolved or analysed.

Resolution:

·        Traditional: a report will be handed over to the higher-ups once the staff has compiled the issue and successfully analysed it. Once this has been done, it’s up to the team leader to give a response and solve the problem in the soonest time possible.

·        Digital: data analytics will do the report simultaneously with staff. Once that’s settled, the report will be given in real time to the team leader for checking and resolution while also using data analytics. When it’s complete, it will be time stamped and documented automatically in the system for future reference.