When your customer knows about a problem before you do, it's not a good thing. Unfortunately, that's the way it is with most trouble ticket systems. Most, but not all.

Progress® Integrated Trouble Management (ITM)—-based on our industry-leading business process management (BPM) technology—gives you the real-time, end-to-end visibility you need to identify and resolve issues before your customer knows there is a problem. And it quickly resolves problems that the customer discovers first.

With Progress ITM, you can easily define business rules, SLAs, metrics, and KPIs, so that you'll solve customer calls quickly, efficiently and correctly. Before the customer makes the call.