Case and Incident Management Software

MetricStream Case and Incident Management is an AI-first compliance case management 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.

An incident management software for compliance, 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 60% 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.