Customer Support: Case Management

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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

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.