Salesboom's Cases management system ensures every customer issue is tracked, owned, prioritized, and resolved—with full visibility across your entire organization for superior service delivery.
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Issue Tracking
Every day, businesses lose customers and revenue due to mismanaged support issues. Scattered emails, lost phone messages, unclear ownership, and forgotten follow-ups create a chaotic service environment that damages customer relationships and brand reputation.
The problems are systemic:
These disconnected, manual processes don't just frustrate customers—they cost your business money, damage reputation, and create employee stress. Professional case management transforms chaos into control.
The Salesboom Cases tab provides a centralized workspace for managing all customer issues, service requests, internal problems, and post-sale support activities. It's the foundation of professional service delivery, ensuring nothing is overlooked and everything is measurable.
By connecting cases to customers, contacts, orders, and billing records, the system creates complete visibility across sales, service, finance, and operations teams. Every stakeholder sees the same information in real-time, eliminating confusion and enabling coordinated response.
The main Cases screen provides an at-a-glance overview of all issues with intelligent organization and instant access to critical information. Teams can immediately see what needs attention and take action.
This dashboard view eliminates the need to open multiple cases to understand workload, priorities, and accountability.
Creating a new case takes seconds, ensuring no issue is ever forgotten or delayed. The system guides users through capturing all necessary information while maintaining flexibility for urgent situations.
Use consistent subject naming conventions to improve reporting accuracy and search effectiveness. For example: "Equipment Delivery Delay Affecting Job Start Date" provides much more context than "Delivery Problem."
The system automatically captures creation date, creator, and provides a complete change history for every case modification.
As your case volume grows, finding specific issues quickly becomes critical. Salesboom's advanced search and filtering capabilities ensure teams can locate any case in seconds, not minutes.
Managers can instantly assess team workload distribution, identify bottlenecks, and spot customers with multiple open issues requiring executive attention. Service reps can quickly pull up customer history before taking calls, providing personalized, informed support.
A manager can filter to "High Priority + Open + Assigned to John" to see John's critical workload at a glance. Or filter by "Contact: ABC Company" to review all open and closed cases for a specific customer before a quarterly business review.
Every case captures comprehensive information enabling informed decision-making, efficient resolution, and continuous improvement.
Log time spent on each case for accurate invoicing. Track hours by task type (research, phone support, on-site visit), mark time as billable or non-billable, and automatically roll time into invoices.
This feature alone prevents significant revenue leakage for service organizations that bill by the hour.
Every case maintains a full audit trail including status changes, ownership transfers, notes added, time logged, and emails sent. This transparency ensures accountability and provides context for complex, long-running issues.
Service teams working in the field need instant access to case information and the ability to update status in real-time. Salesboom's mobile CRM provides complete case management functionality on smartphones and tablets.
This mobile access eliminates the delay between field service completion and system updates. Real-time data capture improves accuracy, speeds invoicing, and enables immediate coordination between field and office teams.
Cases generate valuable data that reveals service patterns, team performance, and improvement opportunities. Salesboom's reporting transforms case data into actionable business intelligence.
Track total cases by day, week, month, or quarter to forecast staffing needs and identify seasonal patterns.
Measure average time-to-resolution by case type, owner, or priority to identify efficiency opportunities.
Compare individual productivity, resolution rates, and customer satisfaction scores across your team.
Understand what percentage of cases require urgent attention and adjust processes accordingly.
Identify high-maintenance accounts requiring dedicated account management or process improvement.
Identify recurring issues indicating systemic problems requiring product, process, or training improvements.
All reports are exportable to Excel, shareable with stakeholders, and can be scheduled for automatic delivery. This transforms reactive service management into proactive performance optimization.
Service cases often contain sensitive customer information, financial data, and confidential business details. Salesboom's enterprise-grade security and audit capabilities ensure data protection and regulatory compliance.
The best system in the world is useless if your team doesn't use it. Salesboom's intuitive interface and comprehensive support ensure rapid adoption and consistent usage.
Most teams become productive within the first week, and fully proficient within the first month. The system is designed for ease of use, not complexity for its own sake.
Professional case management delivers measurable improvements across every aspect of customer service operations.
Every customer concern is captured, tracked, and resolved systematically—nothing falls through the cracks.
Every case has a designated owner responsible for resolution—no more finger-pointing or confusion.
Billable hours tracking ensures service time is captured and invoiced, preventing revenue leakage.
Managers gain real-time insight into workload, efficiency, and service quality metrics.
Faster response, better communication, and consistent follow-up drive higher satisfaction scores.
Data reveals recurring issues and bottlenecks, enabling continuous service optimization.
Handle increasing case volume without proportional headcount growth through improved efficiency.
Mobile access keeps field teams connected and productive regardless of location.
Stop losing customers due to mismanaged issues. Implement professional case management that ensures accountability, tracks billable hours, and delivers the service quality your customers deserve.
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