CRM case management overview

The creation of a CRM case is the process by which a communication requiring a series of actions to be undertaken outside of the original call is progressed through to completion. For instance, a tenant may raise a call into the housing organisation to report a repair request. The initial call will result in a new communication being raised for the customer interaction but an associated case must also be generated to control the fulfilment of the repair. As each case is subject-specific, a customer interaction may result in multiple cases being generated, perhaps to organise a repayment arrangement (the first subject) and also to follow up a reported instance of anti-social behaviour (the second subject). The structured framework of a case - the associated tasks, the service level agreement under which it must be progressed, the users and roles that define the cohort of potential owners - are all transferred from the associated subject. Indeed, the ownership for an individual CRM case can be assigned to a specific end user, or simply linked to a role or functional unit from which a subset of users would be automatically determined, any of whom then being permitted to pick up the case for onward progression.

Increasingly, digital media files are supplied by contacts in support of their call and Civica Cx Housing ensures that these can all be attached to the relevant case, either directly or copied over from the original communication. Any number of file attachments can be linked to a CRM case in order to provide contextual background to a customer interaction, and serve as a single point of reference for all related progression activities. Images and video clips that have been submitted in support of a customer interaction can all be stored, together with audio recordings of conversations and email correspondence.

Separate help articles have been created for each key aspect of CRM case management, including:

• To create a new case for a CRM communication
• To link an existing case to a CRM communication
• To link a communication attachment to a CRM case
• To view a CRM case summary
• To allocate an owner to a CRM case
• To link an entity to a CRM case
• To add an additional contact to a CRM case
• To add an attachment to a CRM case
• To update user defined values for a CRM case