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.
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.
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.
Terms & 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.
Application is available for public release
Leave your feedback about the solution to its developer and Marketplace team