# 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. **URL:** https://cubecrm.co.uk/software/customer-service-software Customer service in a growing business usually means a shared mailbox, a phone and a few people who know how to fix things. It works until the volume rises, and then queries sit unanswered, complaints are resolved without anybody recording why they happened, and the salesperson walks into a renewal meeting unaware the customer has been unhappy for a month. CubeCRM logs every query and complaint as a case on the customer record, with an owner, a priority and a response target. Emails to your support address become cases automatically, updates are threaded, and the account owner can see what is open. Over time, the case history shows which products, processes or customers generate the most issues - which is where the real improvements come from. ## Details - **Solution:** Customer Service Software - **Group:** Keeping customers - **Platform:** CubeCRM (https://cubecrm.co.uk/platform) - **Coverage:** Nationwide, set up in person - **Also known as:** Helpdesk software, Case management software, Complaints management software, Customer support software, Ticketing system ## What is included - **Cases from email and phone:** Emails to your service address become cases automatically, and phone queries are logged in a few clicks. Each case sits on the customer record. - **Owners and response targets:** Every case has an owner, a priority and a target for first response and resolution. Anything approaching its target is flagged before it is missed. - **Replies in one thread:** Customer emails and your replies threaded on the case, with internal notes kept separate, so anybody can pick it up without asking for background. - **Sales kept in the loop:** Account owners see open cases on their customers and can be notified about key accounts, so nobody is surprised at the next meeting. - **Complaints recorded properly:** Complaints categorised by cause, with resolution and any credit recorded, so patterns become visible and can be fixed at source. - **Service you can measure:** Volumes, response times, resolution times and repeat issues by category, customer and person, reported as they happen. ## Real-world use cases ### A shared mailbox under pressure **Scenario:** An equipment supplier’s service mailbox received around fifty emails a day. Three people worked through it, and occasionally two replied to the same customer while another customer waited a week. **Outcome:** Emails now create cases assigned by product line, with response targets. Duplicate replies stopped, and nothing waits longer than the target without somebody being told. ### The renewal that went wrong **Scenario:** A software reseller’s account manager went into a renewal meeting expecting a routine conversation. The customer had logged six unresolved issues with support over two months. **Outcome:** Open cases now appear on the account record and key-account cases notify the account manager. The next renewal meeting began with the issues already resolved. ### The same complaint every month **Scenario:** A manufacturer handled delivery complaints individually and well, but never recorded the cause. The same packaging problem produced complaints for over a year. **Outcome:** Complaints are categorised by cause, and a monthly report shows the top five. The packaging issue was identified and fixed within weeks of the first report. ## Figures - **Every** Case on the customer record - **Timed** Response and resolution targets - **Visible** To the account owner as well as support ## Frequently asked questions **Is this a full helpdesk system?** It covers what most growing businesses need: cases from email and phone, owners, priorities, response targets, threaded replies and reporting - all on the customer record. If you run a large, dedicated support centre with complex routing and telephony, a specialist helpdesk may suit you better, and it can integrate with CubeCRM through the API. **Can customers log cases themselves?** Yes, by email or through a web form on your site, both of which create cases automatically. A self-service portal is not part of the standard product but can be built against the API. **Can we record complaints for compliance?** Yes. Complaints can be categorised, timed, resolved and reported with a full audit trail. If you operate under a regulator with specific complaint-handling rules, we will map those during discovery. **Does it work with our phone system?** Calls can be logged against the customer and case, and many VoIP systems can pass caller details to CubeCRM so the customer record opens as the call arrives. See the telephony integration page for detail. ## Related solutions - **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 - **Enquiry Management Software** - Every enquiry from the website, email and phone in one queue - assigned, answered and tracked through to a quote, so none of them go cold in a shared mailbox. https://cubecrm.co.uk/software/enquiry-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 - **CRM Software** - Contacts, enquiries, pipeline, quotes, follow-ups and service in one shared customer record - built in the UK for growing businesses. https://cubecrm.co.uk/software/crm-software ## 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)