B
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N
G
O
Customers ask for case updates
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Customers raise multiple issues in one case
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A shared inbox is used for service
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We work duplicate cases without knowing
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We read long email threads to catch up on cases
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Some customer replies are missed
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Splitting multiple issues into new cases is manual
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The right files are hard to find
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It takes time to decide which case to work on next
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We lack time to review each case before replying
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OoO staff aren't easily covered
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Duplicate cases result in duplicate work
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We need a better
service experience
We miss replies when case owners are on PTO
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There is no automatic follow-up process for unresponsive customers
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We manually add contacts from emails
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Bad customer experience is identified too late
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Case replies are hard to see
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We don't always respond fast enough
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Searching for duplicate cases wastes time
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Social icons and logos clutter cases
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We view multiple pages to get familiarized with a case
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We want to reduce SLA violations
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Case updates take multiple steps
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We have to work late sometimes
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