User Review
( votes)Managing customer service cases in the metals industry involves multiple steps—from logging the initial issue to tracking claims and assigning tasks. But one of the most critical stages is ensuring proper approval before a case is closed. Without a structured process, approvals can become a bottleneck, delaying resolutions and impacting customer satisfaction.
With a custom-built CRM solution, approvals become seamless. Our client follows a three-tiered approval process, requiring sign-off from a direct report, a department manager, and the CEO. Instead of chasing down approvals manually, the system automates each step.
Once all required tasks and claim requests are completed, the case handler advances the process with a single click. The system then generates an email notification to the first approver, including a direct link to review the case. With another click, they can approve and pass it up the chain—or reject it with a reason, triggering an automated notification back to the previous step. Every action is logged within the CRM, providing full transparency and traceability.
When the final approval is secured, the original case handler receives a notification to close out the case. By leveraging CRM for workflow automation, companies can eliminate approval delays, improve accountability, and ensure a smooth resolution process.
Want to learn how CRM can streamline customer service operations? Contact P2 Automation to see how we can help.
The post [Video] Customer Service in the Metals Industry – Part VII appeared first on CRM Software Blog | Dynamics 365.
