Customer Case Management
Challenge:
A client required the ability to keep detailed notes with the Dynamics GP Receivables Management customer record. Although Dynamics GP provides an unlimited notes feature, it does not allow for searching, updating information, and planning follow up. Also, Notes can be deleted by any user with write access, making them unsatisfactory for storing sensitive customer information.
Solution:
We created an action driven add-on module for Microsoft Dynamics GP to track and manage customer inquiries and support activities to resolve delivery issues.
Features & Benefits:
- Log all activities related to customer inquiry from inception to resolution
- Associate sales documents (quotes, orders, invoices, backorders, returns) with support cases
- Record actions taken by customer service
- Assign cases to another user or manager where necessary
- Manage support case life cycle via status updates
- Perform Search & Reporting on customer support cases
- Use a Dashboard to show case activity by Customer, Service Agent, Action Type, Item Category or Resolution Time
- Prioritize open cases with an Activity Console, showing the details and status of open cases during order entry and identifying defect patterns