Case/Service Tracking
Aptify’s Case Management and service tracking solution provides an organization with the ability to deliver exemplary service and support. Aptify provides an integrated workflow engine coupled with a comprehensive set of case tracking functions to ensure that all case types are properly executed based on business rules and steps that you define.
Aptify Case Management provides the tools necessary to ensure that high quality service is in place for any type of inquiry that comes into your organization including requests for support, service, complaints, and other inquiries. For organizations involved in mediating disputes, case management provides the functionality to manage the entire cycle of case receipt through resolution in an integrated, workflow oriented environment.
Case Management Features
- Unlimited case types, each of which may have unique workflow and routing
- Case reporting is available through several methods including a self-service web capability
- Automatic Notifications for new cases, status updates, case closure and more
- Flexible case assignment logic for determining case assignments
- Complete cost tracking for internal and external costs
- Ability to integrate with 3rd party service providers for case resolution including automatic assignment of cases based on territory or other user-defined logic
- Survey capabilities allow for detailed customer feedback tracking
- Centralized cross-case issue tracking and Knowledge Base
- Workflow is easy to define to extend the standard functionality