General CRM
Case Management
The process of managing customer issues and requests from initial contact through resolution.
Complete Definition
Case Management systems track customer support issues through their lifecycle, from creation and assignment to resolution and closure. They support knowledge base integration, escalation rules, SLA tracking, team collaboration, and customer communication. Effective case management improves first-call resolution rates, reduces handle times, and increases customer satisfaction.
Key Points
- 1Tracks issues from start to resolution
- 2Supports escalation and SLAs
- 3Enables team collaboration
- 4Improves resolution metrics
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