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Making Sure Processes are Followed
Making Sure Processes are Followed

Using Problem Pipelines to make sure Customer Service processes are followed.

Isobel Honour avatar
Written by Isobel Honour
Updated over a week ago

Every business has measures in place to ensure processes are followed efficiently. Ultimately, you want to deliver solid gold customer service at all times, and these processes are there to help achieve this.

Problem Pipelines in the CRM help depict your Customer Service processes for any after-sale issue/query. Problem Pipelines will include a series of Statuses representing the different stages of your process, making sure your team knows what to do next when dealing with a customer issue. Please note: you can have multiple Problem Pipelines if you have more than one Customer Service Process (this is quite common!).

A Problem Pipeline will include a series of Statuses sequenced in a particular order that the customer service query should go through. For example, your first Status may be 'Acknowledgement Sent' and the next could be 'In Hand', then finally having either 'Confirmed Successful' or 'Unable to Progress' as your closing Statuses within the Pipeline.

Step 1: Choose a Problem Pipeline

When creating a new Problem, you can choose the appropriate Problem Pipeline from the 'Pipeline' drop-down. This will then automatically set the new Problem to the first status within the pipeline, which in this example is 'New Customer Complaint'. To help you identify the sequence of the Statuses within the Pipeline, they're numbered.

Step 2: Create a Problem

Once you click 'Create', you'll be able to see exactly which stage this Problem is in within the Pipeline. Along the top of the Problem, you can see all the Statuses included within the Problem Pipeline. Please note: some of these Statuses may require a Task to ensure someone takes ownership of it.

Step 3: Change the Problem Status

To move the Problem through the Pipeline as it progresses, you just need to change the Problem Status from the 'Status' drop-down. Please note: you can always go back to a previous Status if required.

If you have CRM Admin rights and would like to configure your Problem Pipelines, check out our helpful article right here!

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