What is Case management?
Case management is the practice and supporting software for logging, assigning, tracking and resolving customer issues or requests as individual records called cases. Each case holds its history, status, owner and related communication, from the first report until it is closed.
Why it matters for your business
Structured case handling means nothing is lost between emails and calls, response commitments can be measured, and recurring issues become visible for product or process fixes.
A customer reports a faulty device by phone, the agent opens a case, attaches photos, links the knowledge article used and closes it once a replacement ships.