Case Management

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.