Case Management and Resolution Metrics

You need the right metrics for Case Management

Case management is a vital Support process but remains labor-intensive and often sub-optimized. Case management can be the source of customer dissatisfaction or the key to lowering service costs, reducing churn, and improving the overall customer experience. To optimize Support outcomes, you need insights into the timeliness, efficiency and effectiveness of case management and resolution.

This ServiceXRG definitions and benchmarks report defines essential case management and resolution metrics and offers performance level benchmarks.

Actionable data, analysis, and recommendations informed by:

• More than 300 survey responses
• 1:1 interviews with Support leaders
• Analysis of more than 44 million anonymous support case records