Email remains the dominant tool for work communication, but relying on your inbox to manage customers leads to issues: hard-to-find history, no single view of interactions, and repetitive manual responses. If those pain points sound familiar, it’s time to level up.
1. Understand how you work#
- Map your customer processes with simple flow diagrams
- Capture how customers contact you, who responds, and what tools you use
2. Find all of your customer contacts#
- Gather contacts from every source and consolidate them into a CSV
- Include prospects and customers so nothing is missed
3. Find a cost-efficient case management system that fits your processes#
- Choose software that adapts to your workflows and integrates email
- Start with our guide on choosing the best case management system
4. Learn and adapt the new system to your needs#
- Invest time to understand features and automation
- Ask about onboarding services to configure the system correctly
5. Champion the new system and train your staff#
- Provide training and lead by example to drive adoption
- Be ready to answer questions and promote the benefits
Moving away from email-only workflows to an adaptive case management system gives you centralized communications, audit trails, and consistent processes. Have a story about making the switch? Share it with us.