Case Management
Customer Support Software for effectively managing customer issues
In simple terms, Case refers to a detailed description of customer’s query or problem. Case Management aims to handle customer cases and issues in the most optimized and standardized manner. It enables proper coordination and delivery of services to your customers. The Case Management functionality in Deskera CRM allows customer service teams to capture all the relevant details about each case such as case name, subject, contact name, product name, type, priority and status, among others. When a case is being registered, various related activities are initiated. These activities are recorded systematically in Deskera CRM.
Furthermore, the feature helps you to assign process owners or resources for each customer case, track pending and resolved cases with real time status updates, allocate multiple activities to each customer case and track its completion status.
Key Features of Case Management
Comprehensive Case Details:
Efficiently record and track complete case details including case status and priority.
Assign Cases:
Assign process owners or resources for each customer case.
Add an Activity:
Allocate multiple activities to each customer case and track completion status.
Set Priority Levels:
Add priority to cases based on timeline and level of criticality.
Spreadsheet functionality:
Adding, updating and navigating through the sheet is as easy as using a spreadsheet. It ensures that all your tasks get completed in three clicks or less. It incorporates 'Click and Type' functionality that allows you to select, edit and manipulate any data as per your requirement, without the need of navigating through any additional tabs or menus. Learn more about Click and Type
Add Documents:
Add/Update documents for each case and maintain a central repository of documents for all your cases. Learn more about Document Management
Export Cases:
Export your case list in multiple file formats like .pdf, .csv and more. You can even customize the format of the files by defining templates before exporting them.
Key Benefits of Case Management
- High customer satisfaction due to effective handling of customer's queries and problems.
- Quick resolving of cases due to centralized availability of case information.
- Reduced waiting time for processing the case due to Case Escalation functionality.
- Intelligent Case Tracking allowing you to focus on your most important customers.
- Track customer queries/issues in real time.
- Ensure high quality service and compliance with ISO quality standards.
- Enables monitoring of customer issues, including the time and action taken to resolve each issue.
Additional Features of Case Management
- Quick Search which allows you to get results as soon as you type.
- Advanced search functionality enabling you to search for multiple search terms.
- Maintain a repository of inactive case in Archived Case list.
- Track recent activities associated with all your cases through updates on your dashboard.