It also determines when the issue should be escalated further to address the problem efficiently and then to acquire the required resolution.ĭepending on the scenario, a dummy matrix is created of a succession of steadily rising levels of contact. When a service ticket is filed, an escalation process takes place with a structured flowchart approach that specifies which departments and individuals should be contacted and in what order of hierarchy. In this article, we will be discussing how you can use the escalation matrix to increase your ROI, as well as how to optimize it. – Dominique De Villepin (Former Prime Minister of France) “Between an uncontrolled escalation and passivity, there’s a demanding road of responsibility that we must follow.” Aside from quick turnarounds, the organization maintains solid client relationships and, of course, saves money. It is designed to provide clarity to the problem, reduce wait time, and resolve tickets as soon as they reach the system. Keeping your customers satisfied and offering them the best experience possible is vital to business growth and success.Īn Escalation Matrix is a system within the service ticket automation platform that does just that, by identifying when an inquiry should be escalated and who should handle incidents at each escalation level.
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