Transformation

From reactive escalations to proactive resolution

Resolve critical issues before they impact customer experience.

Traditional approach

Escalations managed manually
SLA breaches identified too late
Duplicate cases create ownership confusion
Limited visibility into unresolved issues
Slow coordination across teams

With Unite

Structured, automated escalation workflows
Proactive SLA monitoring and alerts
Intelligent case linking and consolidation
Centralized escalation visibility
Clear routing, ownership and accountability

A structured workflow from issue identification to resolution

Critical issue identified
Escalation ticket created
Priority and SLA determined
Duplicate and routing rules evaluated
Case assigned to the appropriate owner
SLA continuously monitored
Automatically escalated when required
Issue resolved and validated
Escalation closed

Capabilities

Everything you need to govern critical issues from identification to resolution

Manage escalations, SLAs, routing and audit history from one place.

Intelligent Escalation Management

Ensure every critical issue receives the right attention at the right time.

Escalation ticket creation
Priority classification
Escalation categorization
Multi-level escalation workflows
Escalation ownership
Resolution status management

SLA & Priority Management

Monitor service commitments and act before response or resolution timelines are breached.

Configurable SLA rules
Response and resolution tracking
SLA breach alerts
Priority management
Aging thresholds
Automatic escalation triggers

Intelligent Routing & Case Consolidation

Route critical cases accurately and prevent duplicate issues from fragmenting ownership.

Rule-based routing
Team and owner assignment
Automatic reassignment
Escalation hierarchy
Duplicate ticket detection
Case linking and consolidation

Operational Visibility

Monitor critical cases, aging and SLA performance across the organization.

Escalation dashboard
Aging escalation visibility
SLA dashboards
Exception reporting
Escalation analytics
Backlog monitoring

Governance & Audit

Maintain clear accountability throughout the escalation lifecycle.

Escalation history
Activity timeline
Ownership history
Configurable business rules
Approval workflows
Complete audit trail

Built for enterprise

Built for Enterprise Service Governance

Built for high-volume service organizations, Unite enables OEMs to standardize escalation handling, improve SLA adherence and maintain complete visibility into critical customer issues through configurable workflows, intelligent automation and centralized governance.