# CRM Case Management

> Customer queries and complaints as cases on the customer record - with owners, priorities, response targets and the account owner kept informed.

**URL:** https://cubecrm.co.uk/features/case-management

Customer service usually happens in a shared mailbox the rest of the business never sees, which is how a salesperson ends up in a renewal meeting with a customer who has been unhappy for a month. CubeCRM turns emails to your support address into cases on the customer record, with an owner, priority and response target. Replies are threaded, internal notes stay internal, and the account owner can see what is open. Complaints are categorised by cause, so the same problem is fixed once rather than apologised for every month.

## Details

- **Feature:** CRM Case Management
- **Included in:** CubeCRM (https://cubecrm.co.uk/platform)
- **Coverage:** Nationwide, set up in person
- **Also known as:** Helpdesk, Ticketing, Support cases, Complaints log, Service desk

## What it does

- **Cases from email:** Your support address creates cases automatically, and phone queries take a few clicks.
- **Response targets:** First response and resolution targets by priority, flagged before they are missed.
- **Threaded replies:** Customer emails and your replies in one thread, with internal notes kept separate.
- **Account owner informed:** Open cases on the account, and notifications for key accounts.
- **Complaints by cause:** Categories and root causes recorded, so recurring problems are visible and fixable.
- **Service reporting:** Volumes, response and resolution times and repeat issues, by category and person.

## How it works

1. **Point the mailbox at it:** Your support address forwards to CubeCRM and every message becomes a case.
2. **Set priorities and targets:** Agree what counts as urgent and how quickly each priority should be answered.
3. **Fix causes, not cases:** A monthly look at the top categories shows what to fix at source.

## Figures

- **Every** Case on the customer record
- **Timed** Against your response targets
- **Visible** To sales as well as support

## Frequently asked questions

**Is this a full helpdesk?**

It covers what most growing businesses need. A large dedicated support centre with complex routing may be better served by a specialist helpdesk connected through the API.

**Can customers log cases themselves?**

By email or a web form on your site, both of which create cases automatically.

**Can we record complaints for a regulator?**

Complaints can be categorised, timed and reported with a full audit trail. Specific regulatory rules are mapped during discovery.

**Do salespeople see cases?**

Yes, on the customer record, and key-account cases can notify the account owner.

## Problems it helps solve

- **Customer Service Software** - Customer queries, complaints and after-sales issues logged as cases on the customer record - with owners, response targets and the sales team kept in the loop. https://cubecrm.co.uk/software/customer-service-software
- **Account Management Software** - Plan, grow and protect your most valuable customers - with account plans, contact coverage, renewals and every conversation on the same record. https://cubecrm.co.uk/software/account-management-software
- **Client Management Software** - For service businesses that manage clients rather than sell products - engagements, contacts, documents, renewals and every conversation on one client record. https://cubecrm.co.uk/software/client-management-software

## Related features

- **CRM Contact & Company Records** - One shared record per customer: every company, site, contact and role, with every email, call, quote and case on the same timeline. https://cubecrm.co.uk/features/contacts-and-companies
- **CRM Reporting & Dashboards** - Live dashboards for pipeline, win rates, activity, response times and service, with scheduled reports that arrive by email. https://cubecrm.co.uk/features/crm-reporting
- **CRM Email & Calendar Sync** - Two-way sync with Microsoft 365 and Google Workspace - emails and meetings file themselves against the right customer, with nothing to install. https://cubecrm.co.uk/features/email-and-calendar-sync

## Contact

- **Product:** CubeCRM
- **Trading name of:** Cube Systems Limited (company number 17220899, ICO registration number ZC216972)
- **Email:** hello@cubecrm.co.uk
- **Sales:** sales@cubecrm.co.uk
- **Support:** support@cubecrm.co.uk
- **Telephone:** 01234 672 617 (+441234672617)
- **Address:** Unit 11, Olney Business Park, Osier Way, Olney, Buckinghamshire, MK46 5FP
- **Opening hours:** Monday to Friday, 9am to 5.30pm
- **Part of:** Crushed Ice Group (https://crushedicegroup.co.uk)