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  • CRM Solutions Overview
  • Marketing Automation
  • Sales Automation
  • Customer Support
  • Project Management
  • Time, Invoice & Billing
  • Mobile CRM

    • Automatic Case Escalation and Alerts

    Benefits

    Rest assured that every case is handled in a professional timely manner. Automatically escalate a case to a higher status level or to another support agent. Automatically alert managers to overdue or critical cases to provide additional support resources. You can customize Escalation and Alerts workflow to match your business's unique processes.

    • Customized Escalation - Alert Processes
    • Offer Unique Service Level Support
    • Support SLA Requirements
    • Optimize Support Agents Time
    • Ensure Cases are Not Lost

    Highlights

    Escalation Triggers and Processes

    Easily create your own customized case escalation "Rules" hierarchy. Rules based time, case duration, product, service status, and any custom fields can be implemented.

    Management Alert Notification

    Management alerts to allocate resources. Easily create your own customized case alert "Rules" hierarchy.

    Offer Unique Service Levels

    Deliver unique service levels to customers based on any set of custom fields. Service levels are based on product, service level agreements, service agents or case category.

    Multiple Level Support

    Put the right person ont each case. Define multiple-levels of customer support based on product, service level agreement, or case category.

    Support SLA Requirements

    Case escalation and notification can be configured to support your SLA requirements. Alerts and notifications delivered to your email, on-screen and mobile devices, empowers you to relax and deliver on SLA requirements.