Dallas, TX – Invera is pleased to announce the release of the new CIMS (Customer Information Management System), the next generation of our support ticket platform replacing eCIM. The new CIMS features a modern, mobile-friendly design that enhances communication, visibility, and security for both customers and business partners.
Starting Friday, November 7, at 6 PM EST, eCIM will be taken offline, and access to inTOUCH will be temporarily suspended during the migration process. Non-urgent matters should be logged through CIMS starting Saturday, November 8. Customers subscribed to the CEO service who experience urgent issues should email support@invera.com.
A Fresh, Streamlined Experience
The new CIMS offers a redesigned user interface that is more intuitive and efficient. Whether you are placing a new support ticket, tracking existing calls, or reviewing updates, the simplified layout provides a clearer, more organized experience.
Key Enhancements
Improved Readability – The interface has been streamlined to reduce clutter, making it easier to review ticket details at a glance.
Ticket Creation Wizard – A step-by-step process guides you through placing support tickets with clear prompts for contact details, incident type, and attachments.
Ticket Types – Clarified categories (Regular, CEO, or Standby) ensure each ticket is addressed appropriately.
Share Updates With – Select additional contacts to automatically receive updates, emails, and notifications on the ticket’s progress.
Add Another Contact – The system now clearly indicates when this additional contact should be reached. This alternate contact can be reached if the main contact is unavailable or instead of the main contact, ensuring communication continues seamlessly.
New Ticket Statuses – Additional statuses have been added to better communicate the state of each ticket, giving users more visibility into its progress and next steps.
Enhanced Security & Control
The inTOUCH portal, which connects to CIMS, now includes stronger security features:
Improved Transparency – Customers can view all tickets created by Business Partners on their behalf.
Email Domain Verification – Only approved email domains can log in, ensuring secure access.
Granular Permissions – Customers can decide which employees and business partners are authorized to place support tickets, ensuring that only approved individuals can submit or view calls.
Documentation
For step-by-step guidance on using the new CIMS system, please click here- CIMS Update
To access a complete overview of inTOUCH and all its features, click here – Detailed Documentation
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