Cases

See Also

In GoServicePro, a case serves as the core object for managing customer interactions. A case can include phone calls, emails, or integrated data and helps you track and review customer communications and actions taken to resolve issues.

Benefits of Recording Interactions

• Comprehensive Customer History: Build a detailed history of customer issues and past communications. This allows for faster and more efficient support in future interactions.
• Improved Accountability: Logging calls, emails, and other interactions ensures that each team member’s actions are documented, making it easier to track ownership and responsibility.
• Enhanced Communication: Recording interactions helps teams provide consistent updates to customers, leading to better customer satisfaction.
• Streamlined Workflow: A well-documented case supports efficient workflow management, helping technicians quickly understand the case status and take appropriate action.
• Data-Driven Decisions: By analyzing logged interactions, you gain insights into recurring issues, customer behavior, and areas for improvement.

Case Details Section

The Case Details section is where you’ll find all pertinent information about each case, including:

• Contact Information: Details about the customer and the site associated with the issue.
• Asset Information: Information on the assets involved in the case, including any entitled assets.
• Contract and Entitlement Details: Information regarding the customer’s service agreements, such as entitlements and SLAs.
• Customizable Statuses and Drop-down Lists: Use customizable statuses and drop-down lists to categorize cases and manage workflow.
• Teams and Ownership: Assign cases to specific teams for specialized attention and track ownership to ensure accountability.

Logging Items in a Case

As the case progresses, various items can be logged to ensure a complete record is maintained:

• Activities: Track work done, research time, and other relevant actions.
• Attachments: Upload documents, images, or other files pertinent to the case.
• Notes: Record any additional information that may help resolve the case.
• Expenses: Log costs incurred, such as parts, travel, or services.
• Phone Calls and Emails: Capture communication history for transparency.
• Time Logs: Record billable hours worked on the case, including research time.

Asset Management

Asset management within GoServicePro allows you to track and manage customer assets in real-time. You can install, exchange, or remove assets as necessary. If required assets are not in stock, GoServicePro provides the ability to order them directly from the case, ensuring swift resolution of customer issues.

Work Orders

Work orders are used to assign tasks for onsite service. These orders ensure that technicians are provided with clear instructions and objectives, helping streamline the service process and improve efficiency. Assign tasks to specific technicians and track the progress of work orders in real-time.

Billing and Invoicing

Billing and invoicing are handled based on customer contracts and entitlements. GoServicePro tracks time, parts, and expenses throughout the case lifecycle, making it easy to generate invoices.

Auditing

GoServicePro includes auditing capabilities, allowing you to track changes made to cases, such as status updates or reassignments. This provides full transparency and ensures compliance with service agreements.

Automation

Automation features allow for automatic notifications to customers regarding case status, milestones, or case completion, keeping all stakeholders informed throughout the case lifecycle.