Case
Management

Smarter email and SMS for busy contact centres and happy customers

Smarter email and SMS management for busy contact centres.

Puzzel Case Management is the omni-channel solution for complex customer communications. Part of our cloud hosted, award-winning customer service platform, Case Management allows you to consolidate all your customer communication channels into one robust, easy-to-use system. Case Management is your shortcut to more engaged customers, staff and stakeholders.

How does Case Management transform email and SMS management for contact centres?

  • Optimise the quality of your communications and delight customers
    Easily assign conversations based on experience, knowledge and capacity to ensure customers receive the best experience they can.
  • Manage email volumes more efficiently
    Take advantage of automated processes that route your email and SMS more efficiently. Manage team tasks effortlessly and use templates for communications consistency.
  • First-class reporting and analytics
    Quickly measure customer satisfaction, agent and team efficiency and maximise your ROI.

Case Management – at a glance

Case Management is an easy-to-use, cloud-based platform which provides a simple, consolidated solution for all your customer comms. With robust integrations for your Contact Centre Platform and a wide array of features designed to augment your workflows, Case Management is the ultimate tool to enhance your customer experience, identify opportunities and maximise engagement.

Success beyond voice

Predict, improve and augment all interactions. Instantly improve your productivity with carefully planned workflow rules to ensure conversations are always assigned to the most appropriate teams.

Connected experiences

All the tools you need to confidently handle high volumes of email and SMS. Manage, prioritise and filter threads with intuitive keyword tagging and ensure response consistency with template-driven communications.

Empowered employees

View real-time performance analytics and insights to gauge your team’s efficiency and your customers satisfaction.

Start my free trial

Case Management – features in detail

Bring instant order to your inbox

Email and SMS are excellent communication channels for customers and contact centres alike, but without proper management, your comms can quickly get out of hand.

Case Management has been designed from the ground up to enable busy contact centres to bring instant order to email communications and improvements to customer experience.

Automated Workflows

Manage your workforce capabilities and capacity better by setting up permissions and assigning conversations to the right person and role.

Using relevant keywords, administrators and supervisors can set-up filters that tag conversations and instantly route them to the most appropriate member of staff or even a whole team.

Complex conversations, kept simple

Our powerful tools enable managers to automatically convert ongoing conversations into a single thread, so resolved conversations are easily archived.

By assigning predefined categories and using keyword tagging, greater visibility and workflow management is achieved throughout your contact centre.

The Puzzel Principle

Our solutions all share some core features which we believe are essential to maximising agent engagement and customer experience.

Single, customisable intuitive user-interface and intelligent monitoring help deliver a first-class service.

Start my free trial

Trusted by award-winning businesses

“Puzzel allowed us to have multiple users dealing with all incoming enquiries.”

“These ranged from course enquiries, directions to the three campuses, to funding enquiries.”

Declan Fallon, Glasgow Clyde College

luke sambridgeaffinity water

“It wouldn’t have been possible without Puzzel”

“Our resolution time decreased from five days to three. It wouldn’t have been possible if we didn’t have Puzzel’s omni-channel solution in place!”

Luke Sambridge, Head of Customer Strategy & Experience

Josh Kirkbride photoSimply Business logo

“Makes life so much easier”

“Multi-selecting out of adherence events is brilliant and a feature I hadn’t thought of but makes life so much easier.”

Josh Kirkbride, Resource Planner at Simply Business

“Delivering world-class customer service”

“We were looking for a solution that combined the flexibility and scalability necessary to make changes and respond quickly to changing client requirements. Skills-based routing of calls was essential to delivering world-class customer service.”

Sasha Memedovic, Head of Service Delivery at fm24

Frequently asked questions

Email Case Management streamlines communications between customers and contact centre agents. An effective case management system enables customer emails and SMS messages to be prioritised, tracked, tagged and assigned. The best systems make use of automation technologies to assist at every stage, and have powerful administration tools that enable centre managers to adjust workflows in response to capacity and workforce demands.

Contact centres with omnichannel capabilities require a case management system that can seamlessly integrate email into their wider communications ecosystem. They need to be confident that the system they use can provide the same standards of response times and customer satisfaction as voice, webchat and social media.

Contact centres require a system that enables them to resolve sales, support and general enquires quickly and confidently. Expect automated workflows that tag and direct messages to the most appropriate agent; keyword intelligence that automatically identifies topics and customers, and administration tools that enable managers to react quickly to workforce fluctuations of capacity and expertise.

Email case management systems should help ensure customers who use email and SMS messaging feel valued and listened to. The system should recognise customers as individuals and ensure their communications are resolved quickly and satisfactory by always assigning them to the most appropriate agents. Our data is stored in two data centres located in Norway. We rent colocation space, cooling and power, but manage the rest ourselves. Puzzel has implemented geo-redundancy and the data centres also have full local redundancy on all levels. All components and services are N+1. All data is stored within EU/EEA. 

Email and SMS case management systems use technologies like keyword recognition and automated tagging to recognise when multiple communications relate to one another. Separate communications from individual customers can be reconciled into manageable threads which can be easily archived when the conversation is resolved.Yes. IP restriction and customer-specific whitelists are supported.