Case Management System

Support customers better

Case Management System is a ticketing tool using which customer cases are registered and responded to with a dedicated team to create, assign, resolve, and escalate them.

Business Benefits

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  • Customer history is maintained
    • It will be easy to recognize customers
  • As TAT is mentioned, accountability will become easier
    • Agents working on a particular case will have a turnaround time that they will have to meet
    • Customer frustration will decrease tremendously
  • Reports can be generated
    • Quality standards and SLAs can be maintained

Features

  • Workflow
    • Enables the administrator to define the group which creates queries / complaints, and the group that resolves
    • Workflows typically consist of an ID, description, creator, resolver, and escalator
  • Creator
    • Users enabled to record queries or complaints
  • Resolver / escalator
    • Users who resolve / escalate the complaints forwarded to them by creators
  • Turn Around Time (TAT)
    • The time taken to respond to a case registered
    • Each TAT specified is in terms of an ID which is a function of maximum time and minimum time. Using this option, any number of TAT IDs can be specified.
    • Though maximum time is the actual TAT, minimum time is set based on priority and  can be less than the maximum time
    • New TAT can be added and an existing one can be modified or deleted
  • Status (reason codes)
    • Each case registered is assigned to resolvers and in some cases escalated. These cases after being assigned / resolved are attested as ‘completed’, ‘in progress’, ‘needs approval’, ‘not a problem’, and ‘rejected’, among others.
    • These reason codes can be modified by the user.  New reason codes can also be added.
    • All reason codes have an ID and description. Reason codes are selected based on the specific ID.
  • Supervisor
    • He is the authorized administrator who chooses a user or a group and creates creator groups, resolvers, and escalation users or groups
    • He is also in charge of creating reports from the data available. Data is filtered based on case reference ID, customer name, cases, and history.
  • Cases
    • Cases are created for specific workflows. For example, in a banking scenario, workflows can be credit cards, debit cards, personal loans, auto loans, and more. If cases are created for the workflow credit card, then it will include verification, age, salary details, and loan limit.
    • Each case has an ID, description, and parent case. New cases can be created and existing ones can be modified or deleted.
  • SMS and e-mail alerts
    • For every case that gets resolved, the Complaint Management System is flexible enough to send alerts either via e-mail or SMS to customers
    • Also for every case registered, e-mail and SMS alerts can be sent to customers, recording their customer reference number and reason for lodging the case
  • Attach files
    • The Complaint Management System allows customers to attach files when registering their case / complaint for reference
    • Also, resolvers can attach files when sending alerts to customers on the successful closure of cases
  • Region management
    • The user groups created are assigned to a particular region and the regions are assigned to time zones.  This option allows the user to set a specific time zone for each region.
    • The region management option works best for centers which work round the clock on a shift basis
  • User application
    • There are three modules in the user application of the Case Management System. They are:
      • Creator – have rights to workflows defined for them
      • Resolver – are users who are assigned cases to work on
      • Both – are those who have rights to create and resolve cases