M7 Case and Incident enables you to establish and follow consistent procedures for case and incident planning and administration, recording, triaging, routing, investigating, tracking, and closure. Cases can be reported from multiple sources, such as emails, hotlines, and intranet portals, with the option of anonymity. Cases/incidents can be aligned to organizations, processes, controls, risks, policies, and regulations to identify compliance or regulatory risk. Reports and dashboards provide visibility into the case and incident management program.
Measure Your Program Outcomes
Source: Based on MetricStream customer responses and GRC Journey Business Value Calculator
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50 %improvement in case management cycle time
Optimize Your Case and Incident Management Program to Strengthen Your GRC Program
MetricStream Case and Incident Management software, enables you to establish and follow consistent procedures for case and incident planning and administration, recording, triaging, routing, investigating, tracking, and closure. You can report cases from multiple sources, such as emails, hotlines, and intranet portals, with the option of anonymity. Cases/incidents can be aligned to organizations, business processes, controls, risks, policies, and regulations to identify compliance or regulatory risk.
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How Our Case and Incident Management Software Helps You
Easy Case and Incident Planning and Administration
Easily manage planning and administration of cases and incidents across the organization. Maintain a single source of truth regarding case and incident details including investigations leveraging the product’s integrated information architecture that avoids scattered documents and emails. Leverage different collaborative workflows depending on the types of cases and incidents.
Faster Case and Incident Reporting
Directly report a case or incident in the product or trigger it from multiple sources, classify cases, and relate them to other incidents, policies, regulations, processes, and controls. Capture and classify cases and incidents based on pre-defined criteria, including severity levels.
Structured Approach to Case and Incident Triaging
Triage the cases and incidents from various sources in the triage queue and route it to the appropriate team depending on the severity and the priority of the incident. The triage team can secure the reported cases, determine the threat, and assign the case or incident to the relevant owners for remediation.
Better Collaboration on Case and Incident Investigation
Manage investigative tasks with collaborative workflows, track the investigations, capture findings, and identify the underlying root cause. Trigger investigations to identify why the case/incident occurred, and who was responsible. Assign investigative tasks to multiple users, enabling parallel investigations.
Effective Remediation Workflows
Assign remedial actions and monitor the execution of each remedial action. Track action items, due dates, and trigger reminders and escalations if required. Close the case or incident after effective remedial action has been taken.
Org-Wide Visibility with Intuitive Dashboards and Reports
Gain comprehensive visibility into the case and incident management process and identify high-priority cases that need to be addressed using graphical dashboards with drill-down capabilities. Track cases and incidents in real time and leverage built-in analytics for trend analyses.
How Our Case and Incident Management Software Benefits Your Business
- Gain agility with real-time regulatory change insights and streamlined management. Build stakeholder confidence through standardized processes, leverage AI for comprehensive coverage, and deliver assurance with evidence and reporting across all lines of the business.
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Related Resources
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Frequently Asked Questions
MetricStream Case and Incident Management is an AI-first software product that provides organizations with consistent, structured procedures for reporting, triaging, investigating, tracking, and resolving cases and incidents. Cases can be reported from multiple channels—including emails, online portals, and hotlines—with options for anonymous reporting. The product links cases to related policies, controls, risks, and regulations, enabling root cause analysis and supporting a stronger overall GRC program.
MetricStream Case and Incident Management allows users to report cases anonymously through a dedicated portal. When a case is submitted anonymously, the system generates a unique reference ID and a secret text that the reporter can use to track the status of their report without revealing their identity. Personally identifiable information is not recorded, ensuring that whistleblowers and others reporting sensitive concerns—such as fraud, harassment, or ethics violations—can do so safely.
MetricStream Case and Incident Management uses AI and machine learning to intelligently triage incoming cases and incidents. The AI classifies observations as cases, incidents, issues, or loss events, and routes each to the appropriate team based on its classification. AI also identifies patterns among multiple issues that may be related in nature, accelerating investigation and helping compliance teams address systemic problems rather than treating each incident in isolation.
MetricStream Case and Incident Management supports a wide range of case types, including code-of-conduct violations, incidents of bribery or corruption, data privacy breaches, workplace harassment complaints, regulatory incidents, cybersecurity incidents, and operational loss events. Each case type can have its own configured workflow, routing logic, and investigation process, allowing organizations to apply the right response procedure based on the nature and severity of each incident.
According to customer responses and the GRC Journey Business Value Calculator, MetricStream Case and Incident Management has delivered a 50% improvement in case management cycle time. This result reflects the platform's ability to automate case intake, triage, assignment, and escalation workflows that would otherwise require significant manual coordination.
MetricStream Case and Incident Management allows each case or incident to be mapped to the associated policies, regulations, risks, controls, processes, and third parties within the organization's GRC framework. This linkage means that a case investigation can inform a policy update, flag a control weakness, or prompt a risk reassessment—strengthening the GRC program over time rather than treating incidents as isolated events.
MetricStream Case and Incident Management enables multiple investigators to work simultaneously on a single case through parallel investigation tasks, each with clearly defined due dates and workflows. Findings, evidence, and supporting documents can be captured and attached within the platform. Role-based access controls ensure that sensitive case details remain confidential and are visible only to authorized personnel throughout the investigation lifecycle.
MetricStream Case and Incident Management provides graphical dashboards with drill-down capabilities that give executive users an aggregated view of cases and incidents by impacted area, severity, status, and trend. Built-in analytics allow compliance and risk leaders to benchmark case volumes, identify root causes across patterns of incidents, and monitor remediation progress in real time. These insights support faster, more evidence-based decision-making.
MetricStream Case and Incident Management promotes a culture of integrity by making it easy for employees to report concerns safely, anonymously, and through multiple channels. By ensuring that every reported case is triaged, investigated, and resolved through a consistent, transparent process, organizations can demonstrate to employees that concerns are taken seriously and acted upon—reinforcing ethical culture and reducing the risk of regulatory violations going unreported.
Once an investigation is complete and a root cause is identified, MetricStream Case and Incident Management enables the assignment of remedial actions to designated owners, with defined due dates and automated reminders. Escalations are triggered if actions are not completed on time. A case is formally closed only after the remedial actions have been verified as complete and effective. The full remediation history is stored in the platform, creating a comprehensive audit trail.