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Sugar Case Management centralizes the service history of each customer, allowing for a detailed view of customer requests and responses. Case management metrics allow managers to monitor how cases are handled and to escalate issues to ensure customer satisfaction.
Impact
- Gain a complete view of customer service request history
- Escalate unresolved issues before they become large problems
- Monitor the effectiveness of case responses
Customer Support: Case Management
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Integrated Case and Account Management
Ensure sales and marketing understand the service status of each account to prevent surprises when calling upon the account.
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Case Escalation
Route cases and their escalation status to the appropriate representatives to ensure timely resolution.
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Case Metrics
Measure case metrics, including response time and customer satisfaction rates.
