Closing Cases and Tracking Customer Satisfaction

This topic contains links to the sub-topics that describe how to mark Cases record as closed when work on a particular case is finished. It also links to information on how to review case statistics and record the results of customer satisfaction surveys related to an organization's handling of cases.

• Closing a Case
• Recording Customer Satisfaction Survey Results
• Reviewing Case Statistics

Closing a Case

As a case progresses towards resolution, the primary assignee should update a Cases record's Status and add other relevant information as needed. When a case is closed, an employee follows these steps to complete the necessary fields to close the case:

1. Open the Cases record, if not already opened.
2. In the top area of the form, change the case's Status to the appropriate "closed" option (such as Complete or Cancelled).
3. If you are reviewing the case before closing it, enter your name in the Reviewed By field on the General tab.
4. Enter the current date in the Date Closed field on the General tab's Timeline section.
5. Complete the fields in the Closure section of the General tab.
   
   • Closed By: Enter your name in this field. It links to the Employees service.
   • Result: Select the case's result (such as Success or Failure) from the drop-down list. This drop-down list displays the options from the Case Results service. See About the Case Results Form for more information.
   • Reason: Specify the reason why the case was closed. This field links to the Case Reasons service. See About the Case Reasons Form for more information.
     
     
     
     

6. Save the Cases record.

Recording Customer Satisfaction Survey Results

If the organization surveys customers concerning how cases are handled, you can track survey results directly on Cases records. Follow these steps:

1. Open the Cases record, if not already opened.
2. Click the Satisfaction tab.
3. Enter the date the customer was surveyed about this case in the Date Surveyed field.
4. Select the Case Survey Method from the drop-down list.
   
   • This list displays records from the Case Survey Methods service. See About the Case Survey Methods Form for more details. 
5. Enter a numerical value that indicates how satisfied the customer is with the organization's handling of the case in the Satisfaction Rating field.
   
   • An organization can define its own scale for this rating (such as 1 to 5 or 1 to 10). 
6. Select the Case Satisfaction Level from the drop-down list.
   
   • This list displays records from the Case Satisfaction Levels service. See About the Case Satisfaction Levels Form for more details.
7. Enter any relevant notes about the customer's feedback in the Satisfaction Notes field.
   
    
   
   
8. Save the Cases record.

Reviewing Case Statistics

Aptify provides easy access to case information that can be reviewed individually or in aggregate to evaluate an organization's or employee's performance.

Managers can use Aptify's standard business intelligence functionality to generate views and reports that summarize case performance data across time periods and for particular people or organizations. See Using the Viewing System and Using Reporting Tools for information on these features.

In addition, the Cases form includes a Summary tab that displays important performance metrics that can also be included in views or reports.

A sample Summary tab is shown below (Cases Record's Summary Tab). It includes the following fields:

• Estimated Hours: This field is the sum of the Estimate Hours field for all of the Tasks records linked to this case. See Managing Tasks for information on using Tasks in Aptify.
• Actual Hours: This field is the sum of the Actual Hours field for all of the Tasks records linked to this case. See Managing Tasks for information on using Tasks in Aptify.
• Hours Variance: This field is the difference between the Actual Task Hours and the Estimated Task Hours. If the Actual Hours is greater than the Estimated Hours, the Hours Variance is negative. If the Actual Hours is less than the Estimated Hours, the Hours Variance is positive.
• Budgeted Cost: This field is the sum of the Budgeted field for all of the Case Costs subtype records linked to this case. See Managing Case Costs for more information.
• Actual Cost: This field is the sum of the Actual Cost field for all of the Case Costs subtype records linked to this case. See Managing Case Costs for more information.
• Cost Variance: This field is the difference between the Actual Cost and the Budgeted Cost. If the Actual Cost is greater than the Budgeted Cost, the Cost Variance is negative. If the Actual Cost is less than the Budgeted Cost, the Cost Variance is positive. 
  
  

In addition to the fields that appear on the Summary tab (which are also available in views of Cases), users can add the Response Time field to views of Cases. This field automatically calculates an organization's response time to a case in minutes (by comparing the Date Recorded with the Date First Responded).