2018 Hotline and Incident Management Benchmark Report

Key Takeaway #2

Web and hotline reporting channels aren’t enough. Organisations that documented reports from “all other methods” —such as walk-in/open door, manager submissions, letters, and direct emails—captured 58% more reports than organisations collecting reports through web and hotline channels alone.

Key Takeaway #3

Case closure time lost ground this year. Previous improvements in case closure time slipped, potentially indicating that higher report levels are taxing many organisations' ability to respond in a timely manner.