Accelerate Issue Resolution With Case Management
Strengthen customer relationships by proactively handling order issues to resolve them fast and minimize customer impact with Manhattan Customer Engagement’s Case Management.
Build Better Customer Relationships
Customer Engagement
Providing exceptional customer service not only involves completing customer requests, like an order change, to a customer's satisfaction, but it also means proactively managing customer issues as they arise.
Manhattan’s Customer Engagement capabilities offer robust Case Management tools to help agents proactively manage customer issues. Since Case Management is natively linked to Manhattan Active Order Management, customer service associates can work with cases and orders in a single system. Gone are the days of needing to copy and paste order information from one system into a separate system to manage the lifecycle of order issue resolution. This capability significantly improves efficiency and quality as all records are maintained and updated in one system.
More importantly, Manhattan Active Order Management automatically creates cases for order exceptions like payment failures or delivery delays, triggering a customer service associate to follow up with the customer proactively. With Manhattan's Case Management capabilities, retailers can offer enhanced customer service, creating enduring customer relationships.
Key Takeaways
- Proactively manages ordering issues, helping retailers strengthen customer relationships.
- Manhattan's Order Management and Case Management capabilities are natively linked, enabling customer service associates to work in one system to manage ordering issues, which improves efficiency and quality.
- Ordering issues, like delivery delays, automatically create cases so customer service associates can proactively contact customers.
Related Insights
Manhattan’s Unified Commerce Approach
Today’s retailers must provide a consistent shopping experience to keep pace with new and emerging consumer expectations. A seamless customer journey is only possible by adopting a unified commerce platform.
Manhattan Active Order Managment
Learn how Manhattan Active Order Management makes proactive customer service a reality with timely order information that triggers order issue notifications to customers.
Proactive Service in the Contact Center
Discover how Manhattan’s Contact Center capability turns insight into action by enabling customer service associates to make order changes using proactive order issue notifications.
Let’s build better customer relationships together
Learn how Manhattan Customer Service and Engagement can help you deliver exceptional service and memorable experiences that build enduring customer relationships.