OmniTracker gives service and operations leaders a single pane for work, SLAs and escalations across teams, with real-time dashboards and a full audit trail that keeps everyone accountable.
Work moves between queues, teams and systems. Without a live view of timers and ownership, SLAs are missed quietly, escalations happen late and nobody can prove what happened when.
✕
SLAs missed without warning
Breaches are discovered after the customer complains.
✕
Work scattered across teams
Cases, tasks and hand-offs tracked in different places.
✓
One pane for work and SLAs
Live timers, alerts and escalations, with a full audit trail.
Features
Visibility, timers and escalations built in.
Start with one team and one SLA policy, then extend OmniTracker across every queue and hand-off.
Real-time Dashboards
Live views of open work, SLA status and workload by team, queue and owner.
SLA Timers & Alerts
Timers per policy with alerts before a breach, so teams act while there is still time.
Automated Escalations
Escalate to the right person or queue automatically when thresholds are reached.
Full Audit Trail
A record of every status change, hand-off and escalation for reviews and compliance.
Cross-team Visibility
Follow work as it moves between service, operations and back-office teams.
Configurable KPIs
Define the measures that matter: response time, resolution time, backlog and more.
Capabilities
Built for accountability.
Breach prevention
At-risk items surface early instead of after the deadline has passed.
Clear ownership
Everyone can see who owns each item and where it is waiting.
Leadership reporting
SLA attainment and workload trends ready for weekly reviews.
Compliance evidence
The audit trail shows exactly what happened and when.
Configurable policies
Different SLA rules by priority, customer tier or channel.
Supported by iTechCloud
Setup help, updates and support from the team that built it.
Where teams use it
One view across every team.
Customer service
Response and resolution SLAs across queues and channels.
Field & operations
Track work orders, tasks and hand-offs between teams.
Back office
Approvals, onboarding and requests with clear turnaround times.
Leadership
One dashboard for SLA health across the business.
How it works
From SLA policy to live tracking.
01
Discovery call
We learn how your team works today and confirm OmniTracker fits your org and use case.
02
Live demo on your scenario
A walkthrough built around your objects, fields and processes, not a generic script.
03
Install in a sandbox
We install and configure in a sandbox first, so you can test safely with real data.
04
Configure & test
Settings, permissions and mappings tuned with your admins, then tested end to end.
05
Go live & train
Deploy to production and train the people who will use it every day.
06
Support & improve
Ongoing support, updates and improvements as your needs grow.
Get started
Start with one team, scale to all.
See OmniTracker on your queues, then roll it out with guided setup and training.
OmniTracker runs on your Salesforce data and can pull in work from connected systems through standard integrations.
Salesforce
MuleSoft
Tableau
Slack
AWS
Google Cloud
FAQ
OmniTracker, answered.
Cases, tasks and other work items in Salesforce, with SLA timers, escalations, ownership and a full audit trail across teams.
Yes. SLA policies and KPIs are configurable, so different priorities, tiers or channels can have their own targets.
You define thresholds and escalation paths. OmniTracker alerts the right people before a breach and escalates automatically when a threshold is reached.
No. It works on top of your existing Salesforce data and processes, adding visibility, timers and accountability.
Yes. We run a demo on your queues and install OmniTracker in a sandbox so you can test it with your own data.
Service and operations leaders who need reliable SLA visibility at a glance.
Ready to see every SLA before it slips?
Book a demo. We will map OmniTracker to your queues and SLA policies.
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