5
5 (6 ratings)

Case Management

Certified

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.

    Description
    Product description

    Case Management 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: 

    • Setup service calendars and regulate resolution deadlines for each service.

    • Communicate with your team and customers directly from the system via multiple channels, including telephony, email, messengers, etc.

    • Instantly register new incidents by recording key information about a customer and incident details.

    • Track and improve your customer satisfaction rating using CSAT surveys.

    • 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: 

    • Register cases from incoming emails, calls, Facebook pages, Telegram bots, and WhatsApp business accounts.

    • Apply flexible rules for “junk” email processing to protect customer support teams from spam.

    • Define incident priority, considering the urgency, impact level, service agreement, and service type.

    • Track case details and communicate with team and customers via multiple channels to accelerate case resolution.

    • 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.

    • 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.

    • Register and track all types of SLAs needed to serve your customers. 

    Languages
    Price
    Case Management cloud / on-site subscription
    $ 0
    on demand
    Pricing does not include taxes and fees (such as VAT) regulated by law.
    The payment shall be made either (i) in USD or (ii) in EUR, (iii) in GBP, (iiii) in AUD at the company's then current commercial rate if it would be agreed with Creatio.

    Terms & Conditions

    Support is available for this application.
    Support conditions

    Support is provided by the developer within the "Basic", "Business" and "Premium" packages. Detailed information about the support packages and the support terms can be found on the Creatio website.

    Support contacts
    Email
    support@creatio.com
    Product compatibility
    Product
    All products on Creatio platform
    Version
    8.0.8 and up
    DBMS
    MS SQL
    Oracle
    PostgreSQL
    Platform
    .Net Framework
    Deployment options
    Cloud
    On-site

    Leave your feedback about the solution to its developer and Marketplace team

    What's new?
    Version 1.0
    12 April 2023

    Application is available for public release

    Developed by
    Type
    Compatibility