Cases
Who can say yes to this?
Refunds, credits, goodwill, contract changes, early cancellations. Support agents are routinely asked for things they are not authorised to grant, and the resulting delay is entirely procedural.
Limits are recorded, not remembered
A refund under a set amount may be the agent's decision; above it goes to a named person. Written down, it stops being a conversation each time.
Requested and answered on the case
The approval request, the decision and the reason all sit on the case, so the audit question a year later has an answer.
Absence does not stall it
Where the approver is away, their recorded delegate handles it. An approval queue behind somebody's holiday is a customer waiting for no reason.
Cases
The rest of this area.
The central object: the whole problem, not just the thread.
What a case holds
Customer, contact, category, owner, related records, commitment, target.
The five types
Question, problem, request, complaint, incident-related.
The timeline
One readable account of everything that happened, internal work included.
Priority
Urgency from the customer's situation, not from the tone of the message.
Internal actions
The work support cannot do alone, tracked on the case.
Resolution
What was actually done — the record the next case reads.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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