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Case Response Tracker

Track and manage customer responses on cases with visual indicators

Overview

Customers respond to cases. Sometimes this is a simple thank you, other times this is a request/question that requires action. Case Response Tracker allows you to track, manage and report on these responses, ensuring that communications never get missed.

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  • Automatic indication on a case when a customer responds to a case. Traffic light system to see how long the customer has been waiting since they sent their update.

  • Automatic and manual management of these indicators. Either respond to a customer to remove the indicator, or clear it manually if a response is not required. Manage indicators from list views to update multiple cases at once.

  • Gain valuable insights from the case tracking data. Use Salesforce reports to see which service reps have the most open indicators and see how long customers have been waiting for a response.

At Alscient, we provide a high quality, ITIL based service model to our customers. Our ability to meet customer demands, and to respond to cases and resolve issues as quickly as possible is key to delivering against our core values of putting the customer at the heart of everything we do. We use Service Cloud to provide this high quality service, including Entitlement Management to make sure we meet every first response and resolution SLA. However, we also find that working a case through with a customer from start to finish is not always straightforward and multiple points of communication may be required. When we first started using Salesforce, we found that we were hitting our SLAs, but were sometimes missing those "in between" communications with our customers. We built the Case Response Tracker to solve our own challenge - making sure that every single customer response on a case was dealt with quickly and effectively, not just the first and the last. We're really happy with our solution to this problem, and want others in the Salesforce ecosystem to benefit from this too. If you want to know more about Alscient and the services we offer, please get in touch.

Categories

Business Needs
Productivity
Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Multiple Currencies
Supports Salesforce orgs that use Multiple Currencies.
Person Accounts
Supports Salesforce orgs that use Person Accounts.
Salesforce Shield
Supports Salesforce orgs that use Shield.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
No Limits
Lightning Ready
Multiple Currencies
Person Accounts
Salesforce Shield
Managed Package

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