For those companies that require a form of case management, SugarCRM incorporates a case management system that includes:
- Inbound and outbound email integration
- Automated notifications of case updates
- Integrated knowledgebase for handling common issues within cases
- Optional customer portal
Sugar Case Management centralizes the service history of each customer, allowing for a detailed view of customer requests and responses. Case management metrics allow managers to monitor how cases are handled and to escalate issues to ensure customer satisfaction.
The result of integrating a case management system into your CRM include:
- Gain a complete view of customer service request history
- Escalate unresolved issues before they become large problems
- Monitor the effectiveness of case responses
Refer to the section on managing customer support for examples of key workflows for driving a support team.
