Cases
Approve a €320 refund.
Assigned to the Finance Manager, due today, visible on the case. Without this, the request is an email and the customer's wait is invisible to everyone except the agent apologising for it.
A real task, with an owner and a date
Not a note asking somebody to look. A tracked item with a named owner and a due date that shows on the case and in that person's own list.
The case knows it is blocked
A case waiting on an internal action is in a distinct state, so "how many customers are waiting on Finance?" is a question with an answer.
Completion updates the customer
When the action completes the case moves on and the customer can be told. The loop closing automatically is what stops the two-week silence.
Cases
The rest of this area.
The central object: the whole problem, not just the thread.
What a case holds
Customer, contact, category, owner, related records, commitment, target.
The five types
Question, problem, request, complaint, incident-related.
The timeline
One readable account of everything that happened, internal work included.
Priority
Urgency from the customer's situation, not from the tone of the message.
Approvals
Who may authorise what, before the customer is told.
Resolution
What was actually done — the record the next case reads.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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