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Customer Support: Case Management

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
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Customer Support: Case Management

 
  • Integrated Case and Account Management

    Ensure sales and marketing understand the service status of each account to prevent surprises when calling upon the account.

  • Case Escalation

    Route cases and their escalation status to the appropriate representatives to ensure timely resolution.

  • Case Metrics

    Measure case metrics, including response time and customer satisfaction rates.

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