CRM case progression management overview
A CRM case is the framework by which customer interactions requiring follow-on activities outside of the call are managed within Civica Cx Housing. Typically, a member of the housing organisation would generate a new case as a consequence of the initial interaction, defining how the call should be progressed from that point forward. A case is defined by a subject - a repair request, a rent query, an incident of anti-social behaviour, etc. - and any number of subjects can be created to match the many varied queries that are likely to be encountered through the housing organisation's touch points. Therefore one customer interaction can often result in several cases being launched simultaneously. The benefit of this approach is that different individual owners and teams can be assigned discrete elements of the call for onward progression, based on their role within the housing organisation. The overall case owner can be assigned manually on an ad hoc basis, or can be pre-set within the subject definition. For more generic subjects, it is also possible to assign the case creator as the owner, by default.
A CRM case is inextricably linked to the associated tasks that constitute the workflow path. Therefore, a case cannot exist in isolation but instead comprises a series of tasks that define how it should be progressed by the owner from start to finish. Hence, in monitoring the progression status of a case, it is important to take a holistic view in the context of the individual task elements. From an end user perspective, all assigned cases - at individual and role level - can readily be viewed and progressed via the 'cases and tasks' Home pane. This is in essence a 'to do' list, with real time information presented on the status of each case. Simply by double-clicking on an entry included within the list, an end user can launch and progress the case. To keep track of progress, any number of notes can be appended to the case which appear as discrete events within the event history log.
Defined at subject level, the timeline for a CRM case can be controlled by a Service Level Agreement (SLA), in line with the housing organisation's customer charter, defining the required target completion date for all associated cases. All task components of the case must then fall within that timeframe i.e. the individual SLA target for an inherent task cannot fall outside of the overarching SLA for the parent case. A CRM case can be placed on hold in circumstances where no action can be taken for a set period of time, and where the SLA might otherwise be unavoidably exceeded. For instance, it would be legitimate to place on hold a case where feedback has been requested from a tenant who is known to be on holiday. As part of the process, a future release date would also need to be specified for the case, ensuring that no open customer interactions remain static without a set progression point. Ownership of a case can also be reassigned at any point to take account of workload, staff absence, etc.
Separate help articles have been created for each key aspect of CRM case progression management, including: