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An understaffed support team handling roughly 120 cases a day met partner SLA commitments and gained the reporting accuracy leadership had asked for.
An understaffed support team was handling roughly 120 Salesforce cases a day and needed to meet service level commitments made to partners.
Sales operations leadership was pressing for an improved support process, and the team needed metrics accurate enough to prove where the gaps were before it could fix them.
Case Flags gives agents visibility into which customers need a response first, so the team works proactively instead of reactively.
Leadership gained visibility into where cases were stalling, which made it possible to adjust during the day rather than after the fact.
The team prioritized its cases more effectively and supported customers better on more accurate metrics. Agents described the app as intuitive and well documented.
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