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Customer context at the heart of the service desk
Customer records and casework belong together. See how a connected workflow helps a service team understand the customer as well as the request.
Start with the customer
A request arrives with a problem to solve. Your team also needs to know who is asking, which organisation and location they belong to, and what work is already under way.
ProactivePSA connects customer records and service cases so that context can stay with the work. Organisations, contacts, locations and agreements provide the customer picture; queues, priorities and case activity help the team organise the request.
Give the work a clear home
A case brings the request into a queue where the team can record its status and activity. Related cases and a history of the work give colleagues useful context when they pick it up.
A connected customer record is also useful when the conversation changes. A service question may concern another location or a different contact in the same organisation. Keeping those relationships together helps the team find the relevant record rather than relying on a separate note or someone else's memory.
Companies House and UK address lookups can help build that customer context when the relevant services are enabled. Review the matching record as part of the workflow, then carry the useful details into the service desk.
Connect incoming mail thoughtfully
Microsoft 365 mailbox workflows can bring email into the service desk. An administrator needs to connect the service and grant the relevant permissions; automatic email-to-case handling is selected per mailbox.
That choice matters. A service mailbox and an individual's inbox may need different handling. Configure the workflow to fit the way the team actually works instead of treating every message as a service request.
Carry the context into time and reporting
Time entries can be recorded against casework, then used alongside the customer and case records in reporting. That creates a useful chain for reviewing what has happened: the customer, the request, the activity and the time recorded.
Use the visual report builder and dashboards to review the recorded work. Choose the records and filters that answer your question, and check the figures against the underlying entries when making a decision.
See the workflow in ProactivePSA
Explore the platform's customer records, service desk, time tracking and reporting to see how the workflow could fit your team.
More from the blog
Other notes on customer records, service desk work, time tracking and reporting.