Case management

Efficiently close the loop to build stronger customer relationships

Customer issues aren’t restricted to any one channel—and your ability to respond efficiently and effectively is critical no matter the source. Whether it’s a comment left on your website, complaints captured through your contact center, or issues with online ordering, you have to respond—fast. SMG’s  best-in-class case management capabilities help brands:

• Streamline + resolve customer issues from multiple sources
• Use in-platform response + case history tracking for a cohesive close-the-loop process
• Drive goal-oriented problem resolution with time-to-resolve metrics