For any organization that sells goods or services, after-sales support drives repeat business and satisfaction. Case management keeps every incident organized, audited, and on schedule. Here are seven reasons to include it in your process:
1. Accurately manage ad-hoc incidents per customer#
- Create a unique case for every visit or request
- Track time, costs, and invoices in one place
2. Reduce customer complaints#
- Add SLAs and milestones per case type
- Set alerts so teams meet commitments consistently
3. Get a 360-degree view of each customer#
- Link every case, email, meeting, and call to the customer record
- Use history to inform future engagements
4. Automate communications#
- Send SMS when repairs are ready
- Email warranty reminders or service due notices with clear calls to action
5. Understand revenue by service stream#
- Use flexible reporting to see revenue per case type and per customer
- Focus on profitable services and address thin margins
6. Spot cross-sell opportunities#
- Use the full customer view to recommend relevant add-ons or services
7. Centralize and digitize after-sales processes#
- Replace diaries and sticky notes with a secure, searchable system
- Onboard new staff quickly with clear milestones and reporting
Case management delivers tangible benefits for customers and your team. Have after-sales experiences to share? Let us know in the comments.