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