Customer Management

A customer support ticket system built around your support process — with custom ticket types, priority levels, assignment rules and status workflows. Ensures every request is captured, assigned and resolved within SLA, with full visibility for both client and support team.

• Ticket creation from email, web form, portal and internal staff
• Automatic assignment by issue type, product or availability
• Priority levels with SLA time targets per priority
• Status workflow: open, in progress, awaiting client, resolved, closed
• Internal notes and public replies in threaded view
• File attachment support per ticket
• Escalation on SLA breach with manager notification
• Client satisfaction rating on ticket closure

A complete, chronological record of every interaction with each client — support tickets, emails, calls, meetings, invoices and notes — visible to every team member who touches the account. Eliminates the "let me check with my colleague" problem and makes every customer conversation informed.

• Unified timeline: all channels in one chronological view per client
• Email thread logging from Gmail and Outlook
• Call and meeting log with notes and outcomes
• Support ticket history linked to account record
• Invoice and payment history in context
• Document share and download history
• Internal team notes visible only to staff
• Search across all communication history by keyword or date

Service level agreement tracking that measures first response time, resolution time and ticket volume per client and support tier — with live dashboards for support managers, automated alerts when SLA is at risk and period reports for client-facing SLA reviews.

• SLA policy configuration per client tier or contract
• First response time tracking per ticket
• Resolution time measurement from open to close
• SLA breach alert before deadline (e.g. 30 minutes to breach)
• Pause clock for tickets awaiting client response
• SLA compliance rate reporting per agent and team
• Client-level SLA report for contract review
• Historical trend: SLA performance over time

A branded self-service portal where clients raise support requests, track ticket status, access their account data and find answers in a knowledge base — reducing inbound support volume and giving clients 24/7 access to the information they need.

• Client login with secure authentication
• Ticket submission form with category and priority selection
• Real-time ticket status and message thread access
• Knowledge base and FAQ search before ticket submission
• Account data access: invoices, contracts, usage data
• Document download area
• Notification preferences management
• Mobile-responsive for access on any device

Contract and renewal management that ensures no renewal date is missed — tracking contract terms, expiry dates, renewal conditions and auto-renewal opt-outs across your client base, with automated reminders to the account manager and client at configurable intervals before renewal.

• Contract record per client with term, value and renewal date
• Automatic renewal reminder at 90, 60 and 30 days
• Renewal opportunity creation in sales pipeline on trigger
• Contract amendment and version management
• Auto-renewal flag with opt-out tracking
• Contract value reporting: ARR, contract portfolio summary
• Renewal pipeline forecast: contracts due in each period
• Client communication log tied to each contract renewal

Early warning system for at-risk clients — scoring account health based on support ticket volume, unresolved issues, usage patterns, payment delays and engagement signals. Alerts account managers before a client churns rather than after they have already decided to leave.

• Account health score calculated from multiple signals
• High ticket volume and unresolved issue flags
• Usage drop detection for SaaS and subscription products
• Payment delay pattern alert
• Engagement frequency monitoring (last contact date)
• NPS and satisfaction trend tracking
• At-risk client list with recommended actions
• Churn rate reporting and cohort retention analysis