Customer Service and Case Management
Keep the customer conversation, the next action and the account context together.
A case record for the work behind the conversation
A reseller’s support query can involve a service fault, a billing question or a request that passes between teams. SAFE CRM cases keep the subject, customer, category, owner and correspondence together so a colleague can continue the work with its context intact.
Categories support routing and service targets. Queue views help staff identify work needing attention, while the customer record provides the service and billing information available to their role.
Use status to show who needs to act
Cases distinguish work awaiting staff, work with the customer, parked work and completed outcomes. Assignment and queue actions make responsibility visible without relying on which colleague last opened a message.
When information is requested from the customer, record what is outstanding. A meaningful status and next action make a handover more useful than a note that simply says the case is being investigated.
Interpret response and resolution targets correctly
Category settings can define first-response and resolution targets. The SLA clocks use calendar hours from case creation, with indications for work approaching or passing the target.
Parking hides the SLA state without moving the underlying deadlines. Resuming a case can therefore show it as overdue immediately. If your customer contract measures service hours differently, review that commitment alongside the case deadline.
Keep replies and sending decisions visible
The case workflow supports drafting and sending correspondence with the relevant access and approval controls. Preparing a reply remains distinct from dispatching it to the customer.
Inbound handling can associate recognised replies with the case. Correct email setup and matching remain important, and contact received through another channel needs to be recorded so the next person sees the current position.
Resolve billing questions and escalate complaints
Authorised staff can inspect invoice information and available call-rating evidence from the customer context. A dispute can identify the affected charge and lead to the appropriate collection hold and credit-request workflow.
Formal complaints use a separate register with receipt dates and correspondence milestones. The case history supports the investigation, but case SLA targets and Ofcom ADR rules are distinct requirements. Cases and related email capabilities sit within the Scale feature set.
Related CRM workflows
Questions about customer service and case management
Do parked cases pause the SLA deadline?
Are the targets measured in working hours?
Can support staff post credits?
Can a case become a complaint?
Follow a Customer-Service Case
Review assignment, correspondence and deadlines using a service query that reflects the work your team handles.