Case Management Benefits:

  Track customer issues and monitor end-to-end resolution.
  Assign issues to one or more categories for customized reporting.
  Specify staff members to be notified via e-mail when an issue is updated or resolved.
  Make any ticket Private (staff access only) or Public (member to view online).
  Easily view and modify assigned cases.
  Log a history of cases by customer.

Case Management In Action:

When a customer reports an issue, follow the below steps to create a case.

  Go to the Add/Edit Case screen and click Add.
  Scan membership card and access the customer’s account.
  Enter a Subject for the case.
  Select the Case Category or categories.
  Specify a Case Owner (defaults to the employee logged in and entering the case).
  Enter the Details of the case. Log relevant information and specify contacts kept in the loop as updates are made.
  Select a case Status and Priority Level, and mark it as Public (defaults as Private).
  Click Save and complete ticket.

To edit or resolve a case, follow the below steps to make necessary updates:

  Go to the Add/Edit Case screen and search for assigned cases.
  Double click the case you want to view. Review case history notes on the History tab.
  Add notes in the Details box and click Save. Or, set the status to Resolved and enter notes in the Resolution box.