Case Manger-2

As a part of our talk on case management, we have already talked on reduce costs and increase profits and customer experience. Today we are going to discuss on two more factor of case manager those are Manage to Facts and Enhancement Requests

Manage to Facts
Dashboards and reports provide agents with real-time reporting that helps with queue management and operational statistics such as time-to-call, escalations, deflections, SLA adherence, call resolution, etc. Analytics and business intelligence provide management and executives key data to drive continued operational efficiencies and trending to better understand call satisfaction, customer satisfaction, employee satisfaction, and financial indicators. For example, a company who made roller shades, woven wood shades, blinds- for them customer data and customer satisfaction is key factor in their success. They are going to get new business from their old customers’ references. For them to keep their customer record update and maintain is most important part.

As an add-on to any CRM software or CRM solution, Case Manager reporting solutions provide up-to-the-minute status reports through on-demand and scheduled web reporting to give you the ability to perform multi-dimensional analysis and time-based or "trend" reporting.

Track Bugs, Defects and Enhancement Requests
With separate QA/Work Ticket functionality and comprehensive tracking capabilities, you can enable your service and support teams to proactively present and escalate product or service quality issues by categorizing, prioritizing and assigning product defects and service issues for resolution. Use customer input to prioritize activities and automate response mechanisms to inform customers of resolutions to issues they've highlighted.