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Managing Customers, Cases, and Tasks

8x8 Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location.  provides customer and case management capabilities with its Local CRM. The Local CRM provides a model for managing your contact center's interactions with customers. The Local CRM stores your contact center's customer, case, and follow-up data.

Virtual Contact Center's phone, chat, and email scripting can use information about an incoming interaction, such as a phone number, a case number, or an email ID, to locate and display a customer or case record contained in the Local CRM.  

As an agent, you can use the Local CRM to record and manage your customers, cases, and follow-up activities.

To manage customer relationships, the Local CRM provides the following hierarchy of standard objects:

Customer

A customer object allows you to create customer instances with unique Account numbers. A customer record stores information such as name, account number, email, address, phone numbers, and offers the capability to customize the customer object with custom fields.

Case

A case object describes customer’s feedback, queries, or issues. You can create cases to systematically track and solve customer’s issues. You can quickly create, update, and view cases in an expandable window. You may indicate the status of a case as open or closed. The standard definition of a case allows you add additional attributes to a case by stating the status, visibility, severity, priority.

For example, a support agent at AcmeJets creates a case when a customer calls in reporting scheduling issues with private jets. The support agent captures and records the customer reported issue by creating a case.

Follow-up

A case may have multiple follow-ups before it is resolved. Each communication regarding the case from its creation until it is closed may be recorded as individual follow-up instances. This may include notes as well as email communications regarding the case. The Follow-up object allows you to track how a case is resolved by creating multiple follow-up records .

Task

A Task refers to a call, an email, a meeting, a chat or any other type of contact made with a customer. A task organizes and helps you track all interactions associated with a customer. The task object serves to create, and manage all tasks you plan to perform or have performed, such as making calls or sending mails. For example, you can create a task to schedule a phone call to a customer, and set a reminder. A reminder pops up a few minutes before the scheduled call.

Integrating with External CRM

The Virtual Contact Center also supports integration with external CRMs, such as NetSuite and Salesforce. If your Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. integrates with an external CRM, your contact center supervisor will provide you with the information you need to use the CRM to manage your customers, cases, and follow-up activities.

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