Sadly, it is not always possible to completely resolve a customer’s enquiry in one go – occasionally (or usually for many organisations) new enquiries initiate a case which might take many interactions and many days or weeks to resolve. numero automatically takes a case-centric view of each new customer enquiry, allowing the case and each individual item of correspondence to be managed.

At the simplest level, this helps provides a case-centric view of customer service SLAs, first time resolutions rates and a customer and case oriented view of contact centre load. In more sophisticated examples, this helps implement long-running business processes such as a loan application or customer complaint.

This video simply illustrates that each customer and case holds configurable sets of information in addition to the basic contact history. Case data is populated or updated in response to some event that affects the case, generating a work item which performs some operation in response to the event and – crucially – updates the case status as a result.

See what else you can do with Case Management here>