Manage different business processes efficiently and get optimal reporting for each of them by creating multiple case types (or multiple ticket types) with Solastis CRM.
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Let’s consider an example of a sales process for an organization that sells both hardware and software. The steps in the sale of these products are going to be different because fundamentally the products differ, and maybe the agent assigned to these cases will also differ.
Unfortunately most CRM solutions in the market today don’t offer a feature to create multiple case type. So, when it comes to managing diverse business processes, all the cases or tickets are dumped in one single basket.
When you ask these CRM solution provider companies, they suggest ways of working around with one case type by using multiple sales pipelines, tags or user groups.
While this workaround may work in a limited way, it’s not a robust way of segregating your cases by types, for example, you may want reports by separate case types, authorization control by case types, etc. But for this, the CRM system should offer a feature to create separate case types in the first place.
Every organization has to manage business processes. As an organization grows, the number of different processes it has to manage also increases — and so, the need to differentiate one process from another or group them distinctly becomes imperative.
The feature used to separate the processes according to their functions in a CRM system is termed as a case type or a ticket type. It is a configuration that helps you to segregate your cases efficiently.
Once a case / ticket types have been created, multiple cases or tickets can be created under each one of the types.
When you cannot create multiple case types or ticket types, you in a way are storing all the tickets on all the topics in one pile. You cannot then generate accurate reports for different business processes because you have not separated them properly. It is the most significant limitation of not having the feature of multiple case types. It can also be quite time-consuming and limiting to handle a large number of cases if you use methods of tagging or labeling them.
It would be useful to identify and distinguish cases for different business processes with different case types or ticket types to generate accurate data and improve your efficiency. You can achieve this easily with Solastis CRM. How you decide to define a case type depends on your specific business needs, but our CRM software can handle it easily.