Customer Support CRM
A support CRM for customer records, conversations, tickets, service levels, escalations and knowledge-linked resolution.
Project overview
A support CRM for customer records, conversations, tickets, service levels, escalations and knowledge-linked resolution. The engagement covered users, decisions, information flows, integrations and the operational constraints of the business before implementation.
The problem
Support conversations may be spread across email and messaging tools, making ownership, response history and escalation difficult to track.
Proposed solution
Create a unified support workspace with ticket routing, priority rules, customer context, internal collaboration and service reporting.
Challenges
Important delivery considerations
Avoid duplicate conversations Keep customer data accessible but protected Represent service-level breaches clearly
Outcomes
What the work delivered
unified support history clearer ticket ownership measurable service operations
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