What Is Case Management in Sage CRM?

What Is Case Management in Sage CRM?


Case management is defined as a process that assesses, plans, implements, coordinates, monitors, evaluates, and solves the service requirements of a client or customer. It is characterized by communication and resource management and promotes quality and cost-effective outcomes.

Winning a new customer is only the beginning of what should be a long and profitable relationship. But keeping customers happy means ensuring they get what they want, when they want it. From defining processes, to tracking cases and solutions, you can resolve customer issues effortlessly.

Sage CRM provides your customer care team with the ability to record customer queries/incidents which need follow-up. If a case is not followed-up within the time allocated, it will automatically trigger an escalation procedure to inform the customer service manager.

This ensures that customer cases are attended to in a timely manner and that issues do not get lost ‘between the cracks’. Cases can be tracked and actioned directly from the interactive dashboard without the need to switch between screens, maximizing the productivity of agents.


What Can You Do with Sage CRM Case Management?


Sage CRM was created so you can capture, manage and resolve customer issues using quickly and easily.

For example, you can:

  • Automate the progress of cases through standard workflows
  • Monitor cases easily using the Cases Pipeline
  • Track cases and service level agreements
  • View relevant and comprehensive information on the interactive dashboard
  • Track and respond to customer issues, regardless of who answers the phone or receives the e-mail

To Learn More about Case Management in Sage CRM,
Watch the Sage CRM Customer Service Case Management Video.