Features: Incident management

Incident Report (Direct report)

Managers can submit a report on the case management platform through a customizable single-page form.

Opposite to the reporting portal form, the incident report form can contain additional attributes available only to managers: selector of procedure, selector of involved parties, channels, regions, risks, or business processes.

Internal Memos (Case Memo)

Managers can create a memo for an incident that has been resolved retrospectively.

In this memo, they can mention the exact location and date of the incident, describe how it was reported and resolved, and detail the damage caused.

Additionally, managers can attach relevant files and connect relevant cases to the memo.

Notifications and reminders

Email notifications help track important events: case status changes, lead investigator or case team assignments, reporter comments received, and more.

A reminder can also be set for each case status when it is due.

Control Panel and Triage table

The control panel allows you to monitor cases and respond promptly. Dashboards display case distribution based on remaining time to respond and workflow status.

The triage table automatically sorts cases based on their remaining due time and priority, making it easier to prioritize efficiently.

You can stay updated on your team's actions by reviewing the activity log extract in the control panel.

Each user has their own dashboard, which is isolated based on their access rights and role within the platform.

Chat with reporters directly from the manager's interface

The case team can communicate with reporters via the case management system.

Managers' messages appear instantly in the reporter's web room. The names of managers are not disclosed to reporters.

Users can create message templates and add automatic translations to the messages.

Categorise cases

To classify cases, you can choose a violation category from our dictionary. We provide a default vocabulary of more than 70 different violations for you to select during setup. Additionally, you have the option to modify the wording of these categories and even add custom categories as per your requirements.

Upon categorization, the platform automatically assigns a case ID, lead investigator, specific procedures, and prioritizes cases.

Set priorities and statuses of incidents

Users can prioritise cases based on their level of urgency. The higher the priority, the less time users have to respond to the case.

Categories can be linked to specific priorities. For example, cases assigned to the Sabotage category will automatically have the highest priority level.

Each case has a status that indicates its investigation stage. You can change the status of a case by advancing it to another stage of investigation.

Customization of statuses and priorities is included into Advanced and Pro tariff plans.

Delegation of cases

To delegate a case within the system, you can click on the Case Manager and reassign it based on the case's category, unit, or as needed. You can also automate delegation for specific categories, units, or procedures.

Once a case manager (lead investigator) is assigned, they will receive access rights to the case and a notification email.

Split of access rights between users

The access rights are managed according to Role-Based Access Control (RBAC). Access is granted either on a case-by-case basis, through procedure settings, or based on business unit hierarchy.

Users who do not have roles assigned to them will not have access to any cases by default.

Authorized users can manage case access by setting roles, assigning case managers or teams, and altering case attributes such as procedure, category, unit, or region.

We provide default roles with varying access levels and allow for creation of custom roles to align with company workflow.

You can add team members to a case team to view and edit the case. If a team member leaves, they lose access. However, the platform tracks all users who ever accessed the case.

Default/custom process workflow

The case investigation process can be customised by setting up a custom workflow or using pre-defined templates.

It is possible to define custom case review stages and map them with specific stages in the reporter's web room.

Escalations ⭐

The escalation process allows the platform to bypass individuals who are part of the response team or hold top management positions in case they are accused of a violation.

Escalations can occur on regional, functional, and hierarchical levels. For instance, if a compliance officer is accused of a violation, the platform will ensure that the compliance team will not have access to the case or be informed of it.

Similarly, if a case involves top management in a particular region, it may be escalated to global headquarters for review.

Automations ⭐

Users can create automated workflows that route cases based on specific conditions. For instance, if a case is categorized as HR, it will automatically be routed to the HR department.

As a condition for starting the automation, you can set an update on the category or status of the case.

As an action, users can set changing priority or status, assigning lead investigator or case flow procedure, and executing scenario.

Incident import ⭐

The “Import” feature enables users to upload incident data in tabular form, allowing for the retrospective addition of case information and keeping your event register complete.

⭐ — feature is included in tariff plans “Advanced” and/or “Pro”

Navigate the unexpected with clear and decisive action

Incident Registration by Managers