Description
Case Management app provides intelligent, full-cycle service management capabilities that improve all processes related to service delivery, interaction with customers, feedback tracking and analysis, department performance monitoring, and more.
Use cases:
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Setup service calendars and regulate resolution deadlines for each service.
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Communicate with your team and customers directly from the system via multiple channels, including telephony, email, messengers, portal, etc.
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Instantly register new incidents by recording key information about a customer and incident details.
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Track and improve your customer satisfaction rating using CSAT surveys.
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View and analyze the efficiency of case resolution, the percentage of overdue cases, the workload of different service lines, and many other parameters by using pre-configured dashboards.
Key features:
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Register cases from incoming emails, calls, portal, Facebook pages, Telegram bots, and WhatsApp business accounts.
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Apply flexible rules for “junk” email processing to protect customer support teams from spam.
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Define incident priority, considering the urgency, impact level, service agreement, and service type.
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Track case details and communicate with team and customers via multiple channels to accelerate case resolution.
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Complete the incident resolution process by formalizing its results. Creatio automatically sends a request for customer feedback to evaluate the level of customer satisfaction and service quality.
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Create a unified database of services to facilitate the work of your service agents, maintain an up-to-date service catalog, and manage service offerings for your customers.
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Register and track all types of SLAs needed to serve your customers.
Pricing
Terms & Conditions
Support
Reviews
Installation
By installing or downloading the App, you confirm that you agree with sharing your account data (name, email, phone, company and country) with the App Developer as their End User.
The App Developer will process your data under their privacy policy.
What's new
Version of the application compatible with release 8.1.4.
- Creatio now sends an email notification to the case contact when the case assignee posts an external message.
- Added the ability to attach inline files in rich text fields, enabling external users to attach files when creating a new case on the portal.
- Enabled publishing for external users in the feed component on the case form page.
- Tags and summaries have been added to the list pages of the Services and Service Agreements sections.
App installation speed-up (conversion app packages to assembly packages).
Version of the application compatible with release 8.1.1
External users can now create cases and track their statuses, post comments, and rate the provided solution in Freedom UI
Version of the application compatible with release 8.0.10
.Net 6 platform is supported
Application is available for public release