Customer Service Management  |  Case Management
By: Cara Grady

What is a Case?

A “Case” is a central concept used to capture and manage the details of customer service interactions. These cases are created by support agents when customers reach out with questions, issues, or requests for assistance. They serve as comprehensive records that track all activities, communications, and channels involved in addressing the customer’s needs, with cases remaining open until a resolution is accepted by the customer or closed if the customer fails to take necessary actions, thus directly impacting customer satisfaction based on case closure speed.

What is Case Management?

Case management is a robust and efficient process for handling customer inquiries and issues. It encompasses the entire lifecycle of a customer case, from its creation to resolution. ServiceNow’s platform provides tool ands workflows that enable businesses to track, prioritize, and address cases ensuring timely and satisfactory outcomes for customers. The system streamlines communication, automates tasks, and offers analytics to continually improve service quality. Ultimately, Case Management enhances customer satisfaction by delivering a more organized and responsive approach to handling customer concerns.

Benefits of Case Management

Case Management provides several advantages, including the following:

Improved products and processes: By understanding the root causes of customer complaints, businesses can make informed decisions and continuously refine their offerings. Reduced human error: Streamlined processes and automation ensure that agents can handle customer cases more accurately and consistently. Simplified task management: Case management helps to simplify difficult cases by breaking down complex tasks into smaller objectives.

• Real-time visibility: Case Management provides instant access to the status, progress, and details of customer cases, ensuring that support teams and customers are always up to date.
• Essential workflow: Case management software uses automated workflows to streamline the process of managing and resolving customer inquiries and issues efficiently.

Features used with Case Management

• Case workflows: a systematic process that guides the end-to-end management of customer inquiries, ensuring efficient tracking, resolution, and communication throughout the entire lifecycle of a case.
• Case types: a predefined category or classification used to manage specific types of requests or issues.
• Service definitions: detailed description of the services offered, helping support agents and customers understand the scope and expectations of the assistance provided.
• Service Level Agreements (SLAs): a formal commitment that outlines the agreed-upon standards for response and resolution times for customer service requests.
• Playbooks: set of instructions and best practices designed to guide support agents through the resolution process for specific types of cases.
• Major issue management: can efficiently manage your customer communication and resolution process for a major issue that impacts multiple customers.
• Customer project management: the planning, coordination, and execution of projects tailored to address specific customer needs and issues, ensuring efficient resolution.