A case management system ensures a seamless process for both the customer and the service agent from start to finish, no matter the communication channel. It connects the entire service organization and gives agents everything they need to resolve a case, including activity history, next best actions, and critical customer information.

CubeDrive Case Management tools allow agents to categorize and manage requests. Other team members can also review cases and resolutions and aggregate information to help the company improve products and business processes.

  • Understand your customers better. Agents have everything they need to resolve a case, including order status, service history, and communication preferences.
  • A case includes a list of status, each status is linked to one of the work orders.
  • Once work order review status is changed, flow will auto update the case status.
  • Automate tasks to empower agents. Agents follow sequences to resolve cases with prompts on what to ask and what to do.
form

Create Case and Work Order


User can click Case Management Template to auto generated the Case Management System. User can also login into your CubeDrive account. Click "+ Create Form" button to start build a form with drag and drop method. Enter a list of fields in the form and click "Save & Publish", your case management system is generated online.

form

For each case, it includes a list of dynamic status. Agent can easily track the case review process and status. It has the following dynamic status

  • New Project Input
  • Initial Screening Review
  • Essential Assessment Review
  • Financial Assessment Review
  • Consideration Review
  • Due Diligence Review
  • Final Approval Review
  • Agreement Execution Review
  • Reject Open Review
  • Issue Resolved
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Tip: Agent can easily track the process of each case status.

Apply business logic


After user open the form, click icon and start build application business logic. Configure the flow and add status change to the case and work order reviews.

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Case flow is used to auto change the case status based on the entered work order information.

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Review flow is used to setup the case review status based on the entered work order information.



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