Transform customer issues into measurable business processes with enterprise-grade case management fully integrated with your CRM, projects, billing, and performance reporting.
Years of CRM Innovation
Businesses Transformed
Countries Served
To Full Deployment
In today's service-driven economy, customer experience is no longer just a support function—it is a core driver of retention, profitability, and long-term growth. Yet many organizations still manage customer issues through fragmented, outdated systems that create predictable and costly problems.
Too many businesses rely on:
The consequences of this service chaos compound as organizations scale:
Customer issues exist in multiple places with conflicting information, making it impossible to get accurate status updates or understand customer history.
When everyone is responsible, no one is accountable. Critical customer problems fall through the cracks while teams point fingers.
Without systematic tracking and alerts, service commitments are broken regularly, eroding customer trust and risking contract penalties.
Service hours that should be invoiced are never captured, leading to significant revenue leakage and margin erosion.
Organizations repeat the same mistakes because they lack the data to identify patterns, root causes, and improvement opportunities.
Customers are left in the dark about issue status, repeatedly calling or emailing for updates, creating additional support volume and frustration.
Organizations that fail to manage customer issues with structure, accountability, and visibility risk revenue leakage, operational chaos, and customer churn. The solution requires treating every issue as a business object—tracked, owned, connected, and measurable.
Salesboom Case Management provides a unified, enterprise-grade system for capturing, managing, resolving, and learning from every customer and internal issue. Built directly into the Salesboom CRM platform, Case Management transforms service interactions into measurable business processes fully connected to customers, projects, orders, billing, and performance reporting.
Every issue is a business object—tracked, owned, connected, and measurable.
Unlike standalone ticketing systems that operate in silos, Salesboom Case Management is designed around this principle. Rather than treating cases as isolated tickets that exist separately from your business operations, Salesboom embeds them into the broader CRM and revenue lifecycle. This integration creates a 360-degree operational view where service is no longer siloed from sales, operations, or finance.
Traditional ticketing systems force your team into reactive mode—constantly putting out fires without understanding root causes or preventing future issues. Salesboom Case Management shifts your organization from reactive firefighting to proactive service management through:
Every case is logged with standardized information including customer context, issue classification, priority, and business impact. This structure replaces ambiguity with clarity and ensures nothing critical is overlooked.
Cases move through defined lifecycle stages from intake to resolution, with clear ownership at every step. Your team knows exactly who is responsible, what the current status is, and what action is required next.
Because cases are natively integrated with accounts, contacts, opportunities, orders, and invoices, your team has complete customer context when resolving issues. No more toggling between systems or asking customers to repeat information.
Rich analytics and reporting transform case data into actionable insights. Identify recurring problems, improve products and processes, enhance training and documentation, and systematically reduce future support volume.
Salesboom Case Management delivers comprehensive functionality that supports service operations from small teams to global enterprises. Every feature is designed to enhance accountability, improve customer experience, and drive operational excellence.
Cases can be created from multiple channels to ensure no customer issue is missed. Internal users can log cases directly in the CRM. Customer-facing teams can create cases during phone calls or meetings. Web forms and self-service portals enable customers to submit issues 24/7. Integrated systems can automatically generate cases based on triggers or alerts. Each case is assigned a unique case number, ensuring consistent tracking and reference across teams, departments, and customer communications.
Every case captures standardized data fields that ensure complete information and enable powerful reporting. Essential fields include assigned case owner for clear accountability, associated contact and account for customer context, case type and group for classification, current status and priority level, detailed reason codes for root cause analysis, related product or service information, SLA tracking and liability indicators, detailed description and resolution notes, and complete activity and communication history.
Every case has a designated owner responsible for resolution. This clear ownership model eliminates the "everyone and no one" problem that plagues shared inboxes and email-based support. Cases can be assigned manually or automatically based on rules—territory, product expertise, workload balancing, or skill matching. When reassignment is necessary, full case history transfers seamlessly, ensuring continuity.
Service Level Agreements can be defined and tracked automatically. Configure response time requirements, resolution time targets, and escalation rules based on priority, customer tier, or contract terms. The system monitors SLA compliance in real-time, sends alerts when thresholds are at risk, and provides comprehensive reporting on SLA performance by team, individual, case type, or customer segment.
For organizations that bill customers for support time, Salesboom tracks all time invested in case resolution. Time entries can be logged directly against cases, categorized by activity type (research, phone support, on-site visit, testing), marked as billable or non-billable, and automatically rolled into invoices with complete detail for client transparency and audit trails.
Cases move through defined lifecycle stages: New cases enter for initial review, Working status during active resolution, Pending when waiting for customer or third-party response, Escalated when requiring management intervention, Resolved when solution is implemented, and Closed after confirmation and documentation. This structured progression provides clarity for teams and customers while enabling accurate status reporting.
Cases exist within the complete CRM context, automatically linked to accounts for full customer history, contacts for stakeholder visibility, opportunities for sales context, orders and invoices for transaction reference, projects for work coordination, and activities for complete timeline. This integration eliminates the data silos that plague standalone ticketing systems.
Reduce manual work and ensure consistency through intelligent automation. Auto-assign cases based on rules, send notifications on case updates, escalate overdue or high-priority cases, trigger follow-up tasks automatically, update related records when cases close, and generate reports on scheduled intervals. Workflows can be customized to match your specific business processes.
Transform case data into actionable intelligence with comprehensive reporting and analytics. Track case volume trends over time, measure resolution times and SLA compliance, analyze repeat issues and root causes, evaluate team and individual performance, identify customer satisfaction trends, calculate billable time and revenue capture, and benchmark against industry standards.
Salesboom Case Management delivers quantifiable value that improves as your processes mature and your team adopts best practices.
Capture all billable time for accurate invoicing, prevent revenue leakage through systematic tracking, meet contract SLAs to avoid penalties, and document service delivery for renewals and upsells.
Faster response times through efficient routing, proactive updates reduce customer anxiety, consistent resolution processes build trust, and complete history prevents repeating conversations.
Eliminate time wasted searching for information, reduce duplicate work through clear ownership, automate routine tasks and updates, and enable team members to focus on complex issues.
Identify recurring problems requiring systemic fixes, measure team performance objectively, track improvement initiatives impact, and build institutional knowledge from case resolutions.
Add team members without losing visibility, handle increased case volume systematically, maintain quality standards across locations, and grow customer base without proportional support growth.
Every case has a clear owner, management has real-time visibility, performance metrics drive improvement, and customers know exactly who is helping them.
Organizations evaluating case management solutions compare Salesboom against standalone ticketing tools, basic CRM modules, and enterprise service management platforms. Here's why Salesboom consistently wins:
Unlike standalone systems that bolt onto your CRM through APIs, Salesboom Case Management is natively built into the platform. This means instant access to complete customer context, no data sync delays or errors, unified user experience across all modules, and comprehensive reporting spanning sales, service, and operations.
Access sophisticated features like SLA management, billable time tracking, workflow automation, and advanced analytics without enterprise-level pricing or complexity. Organizations get Fortune 500 functionality with startup-friendly implementation and costs.
Salesboom's in-house development team continuously enhances the platform based on customer feedback and market evolution. Quarterly updates deliver new capabilities, integrations, and improvements at no additional cost.
Extensive configuration options enable organizations to match their specific workflows without expensive consulting or custom code. Changes can be made by business users, not just IT teams.
3,500+ businesses across 159 countries trust Salesboom to manage their service operations. The platform handles everything from small teams managing hundreds of cases to enterprises processing millions annually.
When you need help, you reach actual Salesboom specialists who understand both the platform and service management best practices. No offshore call centers or endless ticket queues.
Organizations can move from service chaos to structured case management remarkably fast with Salesboom's proven implementation methodology.
Within 30 days, your organization transitions from reactive firefighting to proactive service management with full visibility, clear accountability, and measurable performance improvements.
See how Salesboom Case Management delivers enterprise-grade issue tracking integrated with your complete CRM platform. Schedule a personalized demo and discover how to scale service operations without losing accountability or customer trust.
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