Cases
Everything about one problem.
Incorrect invoice details. Hotel Miramar. María López. Billing. Waiting for internal action. Owned by Daniel. Related to invoice INV-1844. Corrected invoice promised tomorrow. Eighteen hours left on the target.
References, not copies
The invoice lives in the finance ledger; the contact in the customer record; the conversation in your mail infrastructure. The case points at all three and duplicates none of them.
Waiting on whom, explicitly
Waiting on the customer, on us, or on a colleague. Three states a single "open" flag hides, and the difference decides whose problem the delay is.
One owner throughout
Work moves; ownership does not. The person responsible for the customer getting an answer stays the same even while Finance holds the action.
Cases
The rest of this area.
The central object: the whole problem, not just the thread.
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.
Approvals
Who may authorise what, before the customer is told.
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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