5
Average: 5 (6 votes)

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 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: 

    • 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, portal, 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, portal, 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 Creatio app cloud \ on-site
    $ 120
    user / year
    The listed price does not include the cost of Creatio Platform plan. For detailed information on Platform pricing, please refer to the following link.
    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
    Any supported DBMS
    Platform
    .NET Core (deprecated from 8.0.9)
    .NET Framework
    .NET 6 (started from 8.0.9)
    Deployment options
    Cloud
    On-site
    Account data sharing

    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 1.4.22

    App installation speed-up (conversion app packages to assembly packages).

    Version 1.3.22

    Version of the application compatible with release 8.1.1

    Version 1.2.50

    External users can now create cases and track their statuses, post comments, and rate the provided solution in Freedom UI

    Version 1.1.42

    Version of the application compatible with release 8.0.10

    Version 1.0.29

    .Net 6 platform is supported

    Version 1.0.26

    Application is available for public release

    Developed by