Capture every issue in context
Bring requests from calls, email, WhatsApp, customer portals, field teams and internal service events into one structured service process.
Customer Support CRM
Customer support that keeps every issue moving toward resolution.
Capture issues across channels, manage tickets and SLAs, coordinate field service, track contracts and assets, automate follow-ups and use practical AI to help teams resolve faster, all around one shared customer context.
Built for businesses where service spans customer conversations, support desks, field teams, assets and recurring service commitments, with every case, visit, escalation and next action clearly owned.
Connected Service Execution
Run the entire service process as one connected motion.
Support rarely happens inside a ticket alone. automateCRM connects conversations, cases, SLAs, contracts, assets, field visits, service history, feedback and follow-up actions so your team always knows what happened, what is due and who owns the next step.
Protect service commitments
Use priorities, SLA policies, ownership and escalation rules to make response and resolution commitments visible before they are missed.
Coordinate desk and field execution
Keep support agents, technicians, customer visits, service outcomes and required follow-ups connected around the same case.
Close the loop and learn
Capture resolution, customer feedback and recurring issue patterns so every completed case can improve the next service interaction.
Customer Support & Service Capabilities
Everything your service team needs to resolve, coordinate and improve customer issues.
From the first customer request to field resolution, recurring service and feedback, automateCRM brings the people, commitments, customer history and operational work behind service into one configurable system.
Helpdesk & Cases
Turn every customer issue into a clearly owned path to resolution.
Queues & Assignment
Case Timeline
Priority & Status
Give every issue one place to be understood, owned and resolved.
Bring customer requests into a structured case process where agents can see the issue, customer history, ownership, activity and resolution path without piecing context together across separate tools.
- Create and classify cases from customer requests, service events or internal teams
- Configure queues, categories, priorities and statuses around your service model
- Assign clear ownership to users or support teams
- Keep internal notes, activities and communication history around the case
- Connect related customers, contacts, orders, products, assets and contracts
- Track resolution, root cause and next actions as the case progresses
Omnichannel Support
Let the channel change without losing the customer conversation.
WhatsApp
Email & Calls
Customer Portal
Keep service conversations connected to the customer, not trapped inside channels.
Customers may call, email, send a WhatsApp message or raise a request through a portal. Keep those interactions connected to customer and service context instead of creating disconnected histories for every channel.
- Capture customer requests across calls, email, WhatsApp and portal flows
- Connect interactions to the relevant customer and support case
- Preserve communication history around the service issue
- Give agents customer context before the next interaction
- Create follow-ups or service actions from communication activity
- Keep channel activity visible alongside the wider customer history
SLA & Escalations
Make service commitments visible before they become breaches.
First Response
Resolution SLA
Escalations
Protect response and resolution commitments before service starts slipping.
Define service expectations around response and resolution, make approaching deadlines visible and escalate cases when service commitments are at risk.
- Track first-response and resolution SLA targets
- Apply service policies based on priority, customer or case context
- Surface cases approaching or exceeding service thresholds
- Trigger notifications and escalation workflows automatically
- Maintain clear ownership when cases require intervention
- Analyse SLA performance across teams, categories and service types
Contracts & Entitlements
Know what service the customer is entitled to before work begins.
AMC Contracts
Warranty
Coverage
Keep service commitments connected to the commercial agreement behind them.
Give support teams visibility into AMC coverage, warranty status and service commitments so they can understand what applies to the customer before committing work.
- Track AMC and recurring service contracts
- Keep warranty status and validity visible
- Associate service coverage with customers, products or assets
- Connect contract context to support and field-service activity
- Track renewal and continuity checkpoints
- Use contract information in service workflows and escalation decisions
Asset Service
Support the equipment and installed base, not just the ticket around it.
Asset History
Installed Base
Service Context
Give every serviced asset its own operational history.
When service revolves around equipment, machines or installed products, keep the asset, customer, service history, warranty and related cases connected in one context.
- Link service cases directly to customer assets or installed equipment
- Maintain asset identity and customer ownership
- See previous service activity before diagnosing a new issue
- Connect warranty and contract context to the serviced asset
- Track recurring issues against the same equipment
- Maintain continuity across support desk and field-service activity
Field Service
Move cases from the service desk to on-ground resolution without losing context.
Technician Visits
Geo Updates
Service Disposition
Keep the service desk and field team working on the same case.
Coordinate technician visits and on-ground service execution while keeping the case, customer history and service commitment visible to everyone involved.
- Schedule technicians and service visits against the case
- Plan visit windows and field execution
- Give technicians relevant customer and service context on mobile
- Capture location-aware visit updates where required
- Record service outcomes, disposition and next actions from the field
- Keep desk teams informed as on-ground work progresses
Preventive Maintenance
Turn recurring service commitments into planned, measurable execution.
PM Schedules
Recurring Visits
Completion Tracking
Plan service before an asset becomes the next urgent ticket.
Structure preventive and recurring service work around customer assets, contracts and planned schedules so important maintenance does not depend on spreadsheets or individual memory.
- Plan preventive maintenance and recurring service schedules
- Connect scheduled work to customers, contracts and serviced assets
- Generate planned visits and service activities
- Track scheduled, completed, missed and overdue work
- Capture service completion and follow-up requirements
- Maintain recurring service history for future planning
Customer Self-Service
Give customers a clear place to raise, track and understand service requests.
Ticket Portal
Status Tracking
Knowledge Access
Give customers visibility without making them chase your support team.
Extend selected service workflows to customers so they can raise requests, see progress and access useful information without relying on repeated calls or emails.
- Allow customers to raise structured service requests
- Provide visibility into request status and progress
- Keep portal activity connected to the underlying customer record
- Expose relevant knowledge and self-service guidance
- Reduce repetitive status enquiries
- Keep human support available when self-service is not enough
Knowledge & AI
Put useful context and the right answer next to the case when agents need it.
AI Summaries
Knowledge Suggestions
Support Bot
Help agents resolve faster with practical AI and reusable service knowledge.
Use customer history, service context and your knowledge base to reduce repetitive investigation, make information easier to find and help agents move confidently toward resolution.
- Summarize case history and recent customer interactions
- Surface relevant knowledge and resolution guidance
- Assist agents with context-aware response preparation
- Use bot-assisted flows for repetitive support questions where appropriate
- Help identify repeat patterns across similar service issues
- Turn resolved service experience into knowledge that can be reused
CSAT & Feedback
Measure how the customer experienced the resolution, not just whether the case closed.
CSAT
Customer Feedback
Quality Trends
Turn every resolution into a signal about service quality.
Connect customer feedback to the case, service team and resolution experience so managers can see where service is working and where follow-up is needed.
- Capture CSAT and service feedback after relevant interactions
- Connect feedback directly to the case and customer history
- Identify poor experiences that require recovery or follow-up
- Compare feedback across teams, categories or service types
- Track service-quality trends over time
- Use feedback alongside operational metrics rather than in isolation
Support Automation
Automate the repetitive work around resolution while keeping people in control.
Smart Routing
Escalations
Agentic Actions
Automate the process around the agent, not the judgement.
Use configurable workflows and Agentic Process Automation to coordinate assignment, follow-ups, communication, escalations and cross-team actions without turning service into a rigid script.
- Route cases based on category, priority, customer or service context
- Create tasks and follow-up actions automatically
- Trigger service communication from process events
- Escalate cases when ownership or SLA conditions require intervention
- Coordinate actions across support, field teams and other functions
- Use AI-assisted or agentic actions within controlled service workflows
Service Analytics
Turn tickets, SLA performance and service patterns into decisions.
SLA Analytics
Repeat Issues
Ask Your Data
See where service is slowing down, repeating or creating customer risk.
Move beyond ticket counts. Understand backlog, ageing, SLA performance, repeat issues, customer feedback and field execution so managers know where service operations need intervention.
- Track backlog, ageing and case-volume trends
- Analyse first-response and resolution performance
- Monitor SLA attainment and recurring breaches
- Identify repeat issues across customers, products or assets
- Connect CSAT and operational performance
- Explore service performance through conversational analytics
Beyond the Ticket
Support should never have to rediscover the customer from scratch.
A service issue is easier to resolve when the team already knows what was sold, what was promised, what asset is installed, what service coverage applies, what happened before and what other work is already in progress.
Because automateCRM is a Unified CRM and Customer Operations Platform, that context can remain connected around the same customer instead of being reconstructed every time a new case is raised.
PURPOSE-BUILT WORK EXPERIENCES
The right screen for the work in front of you.
automateCRM does not force every job through the same generic CRM interface. Processes can open the record, guided form or purpose-built business screen needed for that step, with the relevant customer and process context already in place.
What Changes
When customer service runs on one connected system.
The impact goes beyond faster ticket closure. Teams respond with more context, protect service commitments, coordinate field work more cleanly and turn every resolution into useful service intelligence.
Agents respond with context already in hand
Customer history, prior service activity, contracts and related operational context reduce the time spent rediscovering what happened before.
Fewer SLA commitments slip silently
Visible deadlines, ownership and escalation rules make service risk easier to identify before a response or resolution target is missed.
Desk and field teams stay aligned
Cases, technician visits, service outcomes and next actions remain connected instead of fragmenting across separate operational trackers.
Repeat issues surface sooner
Connected case, asset and service history makes recurring problems easier to recognise before they become a pattern customers repeatedly experience.
Customers get more consistent service
Shared context, knowledge and structured service processes help teams deliver a more predictable experience across agents, channels and locations.
Service becomes easier to improve
SLA performance, recurring issues, field execution and customer feedback provide managers with a clearer basis for operational improvement.
Next Step
Turn customer support into a service system your team can actually run.
See how automateCRM can bring ticketing, SLA management, customer conversations, service contracts, assets, field execution, preventive maintenance, AI assistance and feedback together around the way your business supports customers.
Unlimited users
Bring support agents, service managers, field technicians and leadership into the process without making per-user pricing a barrier.
One customer journey
Continue from sales and onboarding into service, billing, inventory, field operations, loyalty and analytics without rebuilding customer context.
FAQs
Common questions about automateCRM Customer Support & Service.
A few quick answers about helpdesk operations, SLA control, field service, contracts, assets, self-service and practical AI.
Can automateCRM support both helpdesk and field service teams?
Yes. Support agents, service managers and field technicians can work around the same customer and case context, with ticketing, SLA tracking, technician visits, field updates and service history connected to the same process.
Can SLAs and escalations be managed automatically?
Yes. Response and resolution policies can be monitored against service conditions, with notifications, escalation workflows and ownership changes triggered when defined thresholds are at risk.
Can we manage AMC, warranty and service contracts?
Yes. Contract, AMC and warranty context can be connected to customers, assets and service activity so teams can understand applicable service coverage while handling the case.
Can support cases be connected to customer assets or equipment?
Yes. Service issues can be linked to customer assets or installed equipment, allowing teams to retain service history, warranty context and recurring issue information around the asset being serviced.
Can customers raise and track their own service requests?
Yes. Customer portal and self-service flows can allow customers to raise requests, see relevant status information and access knowledge while keeping portal activity connected to the underlying CRM record.
Does automateCRM support preventive maintenance and recurring service?
Yes. Preventive and recurring service activity can be planned around customers, contracts and assets, with scheduled visits, completion tracking and service history retained in the same platform.
How does AI help customer support teams?
AI can help summarize service history, surface relevant knowledge, assist with response preparation, identify useful patterns and support repetitive self-service flows. The focus is practical assistance inside the service process while keeping people responsible for customer outcomes.
Can we configure support processes around our own service model?
Yes. Fields, layouts, statuses, queues, workflows, SLA policies, approvals, notifications and related processes can be configured around different service teams, customers, products and operating models.
See how automateCRM could work for your business.
Bring us your most pressing operational challenge. We'll explore how the right workflows, interfaces, integrations, automation and agentic AI can come together around it.
What we'll explore
Schedule a Discovery Workshop
- Workflow design
- Interface fit
- Integrations
- Automation + agentic AI