Case Management

Effective management of your customer support

Help Desk Software to Manage your Support

  • Our help desk software lets you track your customer support cases from the point of opening through to closure. It gives you full case management and allows you to view all the associated activities on one simple page.

    Cases can be opened, assigned, closed and re-opened automatically so all your interactions are saved directly to the customer account. Emails from your contacts are also automatically captured to your cases giving you a complete record of all activities. You can set up your help desk software to create new cases from incoming emails, or map these to existing cases.

  • Help Desk Software for Case Management

  • Track cases from opening to closure
  • All case activities are viewed on one page
  • Automatically record all customer interactions
  • Create new cases from incoming emails
  • Use Web-to-Case Forms to create cases from your web site
  • Set up a customer portal through the API

Help Desk Software CRM Integration

Cases, emails and other customer interactions can be viewed within the Sales CRM system. This means your sales staff can see the status of any open cases before contacting the customer.

Using the powerful CRM Report Writer you can produce detailed and summarised reports, so gaining insight by reporting on close cases, response times and frequently asked questions.

What is Case Management?

Case management is the streamlining and coordination of services for a person or organisation. Often this is for post-sales interactions with your customer or ongoing support services. For example, if like us you offer customer technical support you’ll want to make sure you respond to your customer requests as quickly and efficiently as possible. A case management system allows you to automate some of the processes and prioritise your customers whilst keeping all your customer information in one place.

Because the case management system is integrated with your cloud CRM it means all your team have access to the data in real-time. Any cases raised are included in your CRM data so you can easily retrieve the information you need. Consequently, this helps you respond quickly to your customer request and keep a record of the interactions.