The Role of Case Management in Salesforce

 

A case management system lets a company collect and organize customer service interactions that occur on any channel. The system tracks each case to resolution and beyond.

A modern case management platform pulls customer requests into a database, where customer service agents can view and respond to them. Case management tools allow agents to categorize and manage requests. Other team members can also review cases and resolutions and aggregate information to help the company improve products and business processes.

Uncover the key features for a case management system

If you're considering a case management system, understand your company’s needs and customer service goals. Most companies see value in the following capabilities and seek them out in potential solutions:

Give everyone a single view

With a single view of the customer from their service console, agents do not need to reach out to a colleague (and wait for their reply) or track down a document to resolve a case. They don't even need to open different software or switch screens. Cloud-based case management systems provide every user with the same view, no matter where they are or what device they are using.

Deliver support anywhere

The best case management solutions enable companies to meet customers right where they are. This is critical as customer behaviors continue to change and new channels emerge. Good case management workflows allow agents to communicate with customers and resolve their concerns in real time, whether on a chat, mobile app, social media, or on the phone.

Make strategic decisions with your data

A case management system that collects information about customer service requests and resolutions can ultimately improve a company’s products and processes. The data points out problems to fix before the next iteration of products or instructions goes out to customers. And agents can learn how best to help customers with everyday concerns.

Offer intelligent self-service

Customers are looking for a way to resolve their issues immediately. Self service channels such as a customer portal, help center, or chat-bot, deliver support any time, day or night. Customers use these channels to access helpful articles, FAQs, and routine information such as order status. They may also choose to ask a question on a customer community portal to tap into in-depth knowledge of your product’s features and functionality.