Service-based organizations need customer service applications that can
do more than just track problems. Accelix's work flow management system
(WFMS) allows you to define common tasks that are required to provision
services for customers. These tasks can span departments, be dependent
upon the completion of other tasks, and can spawn the start of new tasks
when the task at hand is completed.
Work flow is more than simply defining and initiating all of the tasks
that go into a project -- it also requires tracking and reporting. WFMS
knows how long it takes to complete a task, and can send email alerts
to specific managers when tasks exceed specific time thresholds. Reports
are available to track the number of projects and tasks completed, the
amount of work in the queue, and the amount of work being performed by
employees. The net result is faster isolation and escalation of problems,
greater work throughput, and higher customer satisfaction.
WFMS uses a web-based interface for entering, tracking, and updating
tasks. Managers can use a web interface to track the progress of projects,
events, and employees on a real-time basis. Email reporting allows
notification of new tasks, re-assigned tasks, and completed tasks. Email
summaries are also provided on a daily, weekly, monthly, and annual basis.
Reports from the system can be directed to paper, or sent via email on
demand using the administrative web interface.
WFMS is written completely in structured Perl and uses the MySQL database
manager for data storage. This system can run in either a UNIX or Windows
server environment and can easily support event queues in excess of
100,000 active tasks. If you would like to learn more about WFMS, send
email to or call
301-572-2908.
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