A ticket or a case represents a piece of work in your organization, which needs to be assigned to a specific agent or a group of agents. Creating a ticket / case is a basic functionality of any CRM. However, most of the CRM does not offer the facility to create multiple case types / ticket types. But in reality, any decent sized business needs this feature. Think about it logically, you will have different sales processes, and maybe different support processes in your organization like below. And you will obviously want that you are able to identify and manage cases for specific processes separately from other processes.
- Sale of Laptops
- Sale of servers
- Sale of workstations
- Sale of software
- Sale of networking solutions
- Sale of mobile devices
- Support for Windows
- Support for mobile
- Support for routers
- Support for Android
Organizations often start with some basic CRM first. As their experience and comfort with the CRM grows, they start exploring other areas of their business where they can deploy the CRM. It can be other sales functions, support functions or any other business processes.
But soon they start experiencing limitations of a single case type as an object. Once they realize that the CRM software does not offer the feature of multiple case types (or multiple ticket types), they start exploring the workarounds. These workarounds can be like using tags, labels or user groups for a case to classify it. However rarely such approach work as the real business needs a robust solution for long-term operations. They want to generate reports by case types, assign cases separately and also control the access to cases, which is not possible using above workaround options.
It is possible to create multiple case types in Solastis CRM+. Each case type can represent a specific business process in the company. For example, in an insurance company, the specific case types can be the sale of Automobile Insurance, Customer service, Billing, and so on. So case types can be created at diverse levels in the Solastis Platform.
Case types can also be created depending on the importance that the case holds. For example, if a printer company gets an inquiry for 100 printers, and another inquiry for 1 printer, definitely the bigger inquiry will carry high importance as it is a large ticket item. Also, it involves higher level decision making and critical aspects like pricing. So the company may want to manage such tickets separately and hence needs the easy segregation.
Case types can also be created on the basis of specialization. For example, a service request pertaining to a printer, as compared to a computer will need different levels of expertise. So different case types can be created depending on the specialization of service required.
The functionality to create multiple Case Types, helps the company in mapping their existing business processes to the platform with ease. It depends on your specific business scenario as to how you will need the case types to be created, but the Solastis platform offers full flexibility in this regards.