Automated case management for your frontline and support teams

Instantly rescue unhappy customers, follow up with brand evangelists, and recognize frontline superstars for a job well done with case management.

Close the loop with customers

Intouch case management includes built-in task automation so you can assign, track and verify the completion of tasks at every location. By arming frontline and support teams with the information and technology needed to put out fires, you’ll ensure issues are resolved before they escalate.

Let customers know you value their feedback

Learn about positive or negative feedback as soon as your customers hit submit. Give teams the tools they need to manage feedback effectively.

Set up a trigger to alert teams of CX issues

Trigger automatic alerts

Instantly alert team members via email about overall scores, answers to specific questions, sentiment and more.

Provide relevant information

All alerts include the necessary information teams need for actioning the case and can include a PDF.

Assign cases to the right person

Ensure cases are escalated to the right people, and set the right priority.

Set due dates for resolution

Make it easy for teams to prioritize cases by setting due dates.

Add photos and comments

Teams can easily collaborate on cases by adding comments and photos. All tasks are tracked in a conversation style history.

Monitor progress and close the loop

Setup emails notifications so the relevant stakeholders can keep track of case progress and review outcomes.

All of your action management needs in one platform

Cases can be triggered based on results from any program or data source in the Intouch platform and routed to the relevant teams and locations.

Manage your teams

Leverage customer feedback and operational data to identify areas of improvement for teams on the front-lines.

Manage issues and your brand’s reputation

Identify if and when your customers are unhappy and immediately resolve these issues, before they escalate and impact your brand’s reputation.

Manage operational performance

Resolve operational issues and drive performance by triggering cases from your operational data such as mystery shopping, internal audits, and more.

Screenshot of case management on an iPad

Top rated customer experience software

We'd love to hear from you!

Schedule a quick call with one of our product specialists to learn more about how to close the loop with your customers using Intouch case management.