Many CRMs do not have concept of case type. They only have a ticket, and all tickets are same. This rarely works in practice. If all your business processes are not same then how can you have single ticket type for all of them.
Solastis CRM, lets you create multiple case types. These types help you to differentiate between different business process. For example you can have a case type for “Sale of Computers” and other one for “sale of software project”. Ability to create multiple case types is a basic foundation of any good CRM system.
Almost all the CRMs in market today, consider a case (or ticket) as a complete piece of work. They fail to recognize that a case can further have a sequence of steps which needs to be analyzed, measured and assigned.
Solastis CRM, lets you create a task template which specifies the sequential steps. This task template is attached to a case type, and then every case created for the case type follows the steps. Steps can be assigned, analyzed and performance can be measured.
An average CRM generally does not provide any additional dimensions to the case. All the reporting happens at case as an object. But what if you want to analyze& compare cases across geographies or business lines. Generally then there is a tendency to create separate case type (if CRM allows) like “sales : London” and “Sales : New York”, but its not an elegant solution. Average CRMs often find it difficult to answer these questions.
In Solastis CRM, Organizational unit and territories can be created and attach to each case. With this it is possible to analyze case inventory and statistics by any of these dimensions. For example performance of a case type can be compared across territories or org units.
Important aspect of authorizations is often missed by many CRMs. While some of them do not provide any authorization features, in some CRMs these authorizations are managed via user groups. But its often not scalable. Business normally need to compromise while using these CRMs.
In SolastisCRM, since authorization roles can be defined at organizational unit, territory and case type level, it provides a significant flexibility to accommodate any business requirements. Users can be assigned the exact authorization. Also it offers versatility to map any complex authorization requirements
Different CRMs follow different ways of handling email. Some of these continue using external email client, and you need to forward mail or put a specific email id in BCC field. Some of the CRMs provide a plugin to link email to cases. However these methods are prone to lot of errors. Full email integration in the CRM system is the recommended way.
SolastisCRM, follows the full email integration. An email client is provided in the CRM system itself for sending the emails. This enables you to use shared email ids like email@example.com or firstname.lastname@example.org Incoming emails are also automatically retrieved in the CRM system and attached to cases where possible. The complexity of using BCC fields or plugins to transfer email to cases is also avoided.