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Case Escalation and Routing Rules



Case escalation and routing rules are an integral part of any CRM system. They control how support requests are handled and by whom. You can set up routing and escalation rules within Salesboom to control how your customer cases are handled within your organization.

Salesboom's case rules can be assigned conditions that are 100% customizable and determine exactly how each case should be handled depending on the specific details each case created or modified. Cases can be reassigned to different users based on 100% customizable conditionals.

Once a case rule is triggered, Salesboom will automatically alert users, create follow up tasks and reassign the case to the appropriate support rep for solving. Rules are triggered when cases are created, modified, or escalated.

Following are a couple examples of Case Management scenarios easily automated by Salesboom. Feel free to create your own.

  • If Customer Support escalates a case on one of your important customers, send a real time email alert to the sales representative and create a task for him and the sales manager to make sure the relationship with the large account is maintained. As well, notify the manager of customer service and reassign the case to a member of the Case Escalation Team that specializes in escalated cases.
  • If a customer submits a trouble ticket of a late shipment, Salesboom can automatically alert the shipping department and the customer's service representative. Simultaneously, Salesboom can create a task for the customer's service representative to follow up with a service call to maintain good customer relations.

Zip Code Proximity Search

Salesboom.com is the first in the world to introduce zip code proximity search capabilities to CRM. Locate prospects and clients using a zip code and a... (more)

Enhanced User Profile Management

Democratize data across your organization, and supervise what your users can or cannot do. A profile defines a user's permissions to perform different tasks... (more)

Enhanced Accessibility For The Visually Impaired

By integrating a new, custom 'theme' which re-skins the User Interface in a high contrast black and white color scheme, Salesboom offers users with... (more)

Enhanced Workflow Controls

The enhancements to Salesboom's workflow engine are significant in the latest version. We have constructed a workflow management system that will allow organizations of... (more)

Public Knowledge Base

Harness the power of your organization's knowledge and deliver it from your website to your employees, customers and partners with Salesboom Public... (more)

Big Deal Alert

The 'Big Deal Alert' is used to alert all appropriate employees of a big deal(opportunity) in your company and helps ensure timely follow up to close... (more)

At-Risk Deal Alert

Once again Salesboom is listening to customers and giving them a first in On Demand CRM - the At Risk Deal Alert. Due to the dynamic nature of sales, it is.. (more)

Case Escalation and Routing Rules

Case escalation and routing rules are an integral part of any CRM system. They control how support requests are handled and by whom. You can set up... (more)

Lead Routing Rules

Lead routing rules within the Salesboom CRM allow your organization to define specific lead qualification and sales force automation business.. (more)

Support Hours Management

Salesboom has added the capability to map your organization's customer service and support hours. These hours will be used within Salesboom to... (more)

Improved Shared Calendaring

Activity management is a breeze with the newly upgraded shared calendars within Salesboom CRM. Empower employees to better collaborate and more... (more)

Web-to-Lead & Web-to-Case Auto Response rules

Setup Response Rules to determine which email templates to use when responding to cases and leads captured from your web site via the Salesboom (more)

User Login Hours and IP Rules

Control over how and when employees access your private company data has never been easier. With Salesboom.com you can control when users can access... (more)

User Interface Improvements

We wouldn't call it a face lift, but the Salesboom CRM user interface has definitely had some nips and tucks. We've made many usability improvements as well as... (more)

POP3 E-mail Support

Email is such a common communication medium in business today, it's hard to discuss adequate Customer Relationship Management without the ability to... (more)

 

Once you truly gain full visibility into your company's business processes, you'll never want to go back to the dark again. We guarantee it. Take a Free CRM Software 30-day Trial today, or contact us directly for more information: 1.855.229.2043 (1.855.229.2043) or via e-mail at sales@salesboom.com.

 

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