Automatically route, escalate, and manage customer cases with 100% customizable rules that ensure the right expert handles every support request at the right time.
Customizable Rules
Years of Innovation
Case Assignment
Automated Monitoring
Without intelligent automation, customer support cases become chaos. Support requests land in generic inboxes, urgent issues get buried under routine inquiries, and critical escalations reach the wrong people too late.
Modern businesses require intelligent automation that instantly routes cases to the right expert, triggers appropriate escalation workflows, and keeps all stakeholders informed in real-time.
Salesboom's case escalation and routing rules form the backbone of efficient customer support operations. These intelligent automation rules control how support requests are handled and by whom, ensuring every case receives appropriate attention based on its specific details and context.
The system operates on fully customizable conditional logic that evaluates each case when it's created, modified, or escalated based on the conditions you define.
Salesboom automatically assigns cases to the appropriate support representative, sends real-time alerts to stakeholders, creates follow-up tasks, and triggers escalation workflows.
This intelligent automation eliminates manual decision-making, reduces response times, and ensures consistency in how your organization handles customer issues.
Unlike rigid case management systems that force you to adapt to their workflows, Salesboom gives you complete control over how cases are routed and escalated within your organization.
Create routing rules based on any combination of case attributes, customer data, or business context. The system evaluates multiple conditions simultaneously to determine the perfect routing decision for each unique situation.
Cases route automatically to the right person based on your custom conditions. When a case is created or modified, the system evaluates all active rules and instantly assigns it to the support representative best equipped to resolve it.
Keep stakeholders informed instantly when cases require attention. Salesboom automatically sends email alerts to anyone who needs to know about a case creation, escalation, or status change.
Beyond routing and alerts, the system automatically creates follow-up tasks to ensure proper case resolution and relationship maintenance. These tasks appear on the appropriate team member's dashboard with all necessary context.
See how intelligent case routing solves common customer service challenges across different business contexts.
A premium enterprise customer submits a support case through the standard portal, but their VIP status isn't immediately visible to frontline support staff.
Case routing rules detect the customer's platinum tier status and immediately assign the case to a senior support specialist. Simultaneously, alerts notify the customer's dedicated account manager and regional VP, while creating a follow-up task for the account manager to check in after resolution.
VIP customer receives white-glove service, relationship is protected, and account team stays informed without manual intervention.
A customer reports a complete system outage affecting production operations, requiring immediate attention from specialized technical teams.
Keywords like "outage" and "production down" combined with high priority trigger instant escalation. The case routes directly to Tier 3 technical support, bypassing normal escalation levels. Email alerts go to the technical director, product management team, and on-call engineer with SMS backup notification.
Critical issue reaches the right experts within minutes instead of hours, preventing extended downtime and customer churn.
A customer's case involves both a technical support issue and a billing discrepancy requiring coordination between multiple departments.
Case routing detects keywords related to both technical problems and billing. The system assigns primary ownership to technical support while simultaneously creating tasks for billing review and notifying the finance team. All stakeholders receive access to the unified case with full context.
Complex issue is coordinated seamlessly across departments without customer having to repeat information or manage multiple support interactions.
Automated case routing and escalation delivers measurable improvements across your entire customer service organization.
Eliminate delays caused by manual case assignment and routing decisions. Cases reach the right expert instantly, dramatically reducing time to first response.
Automated escalation ensures urgent cases receive priority attention before SLA deadlines are breached, improving compliance rates and customer satisfaction.
High-value customers automatically receive premium service levels, protecting critical relationships and reducing churn among your most valuable accounts.
Round-robin and workload-aware routing prevents representative burnout by distributing cases evenly across available support staff.
Cases automatically route to representatives with the right expertise, improving first-contact resolution rates and reducing escalations.
Stakeholders stay informed through automated alerts, eliminating the need for manual status updates and improving cross-functional coordination.
Case routing and escalation work seamlessly with Salesboom's complete CRM ecosystem, delivering benefits impossible with standalone support tools.
Sales representatives receive automatic notifications when their accounts need attention, maintaining relationships during service interactions and preventing account churn.
Routing decisions leverage complete customer history, purchase patterns, and relationship status for intelligent assignment based on full context.
Case data flows into marketing analytics to identify product improvement opportunities and common pain points driving future campaigns.
Case routing considers customer payment status, contract terms, and account value for appropriate prioritization and resource allocation.
Routing rules can suggest knowledge base articles automatically, enabling faster resolution and consistent answers across support teams.
Case routing data feeds comprehensive dashboards showing team efficiency, individual performance, and bottleneck identification for continuous improvement.
Despite their sophisticated capabilities, Salesboom's case routing and escalation rules are designed for business users to configure and maintain without constant IT involvement.
Business managers can adapt routing rules as processes evolve, respond to seasonal changes, or accommodate organizational restructuring without waiting for IT resources or external consultants.
While many CRM systems offer basic case routing, Salesboom delivers capabilities that set us apart in the market.
Unlike competitors with rigid templates or limited condition options, Salesboom enables unlimited custom conditions based on any data field, enabling perfect alignment with your unique processes.
Case escalation and routing rules are included in your CRM subscription, not sold as expensive add-ons or requiring separate workflow automation purchases.
Rules can trigger actions across sales, service, and operations teams within a single unified platform, eliminating integration complexity.
Configure sophisticated rules without writing code or depending on technical resources. Visual builders and templates enable rapid deployment.
Our case management capabilities reflect over two decades of real-world usage and continuous improvement based on customer feedback.
Whether managing 50 cases per month or 50,000, our routing engine scales seamlessly without performance degradation or additional costs.
Stop letting critical cases slip through the cracks. Discover how Salesboom's intelligent routing and escalation rules can transform your customer support operations with automated workflows tailored to your business.
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