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Sales & CRM

Customer Service Management

Keep every support request on track and on time

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What it does

Give support teams one place to receive, assign and close customer requests. Service levels and KPIs define how quickly each ticket should be handled, and violations are flagged so nothing quietly slips. Workflows move tickets through the stages your team actually uses, with the full history kept against the customer.

Functions in this module

  • SLA Management
  • SLA Violation Tracking
  • KPI Management
  • Support Workflow Management
  • Category Management
  • Scanned Mail Handling
  • Ticket Management
  • Ticket Stage Management
  • Ticket Action Rules
  • Ticket History
  • Customer Information Panel
  • Mail Scan Rules
  • Email Template Management
  • Portal Rating Management

Where it fits on the platform

Tickets are held against the customer record, so agents see past conversations, related services and warranty details on the same page. Handover to service or warranty work stays on one account, and portal ratings give managers a read on how the desk is performing.

Support agents, team leads and service managers handling customer enquiries.

Included in SenangUrus 360

  • Runs on the same database as finance, stock, sales and people records.
  • Role-based permissions, so access is granted module by module.
  • Delivered with implementation, data setup and training by our team.
Related modules

Often used with customer service management

Sales & CRMService ManagementSell, renew and upgrade services from one record Sales & CRMSales Agent ManagementTrack agent orders, commissions and customer ownership Sales & CRMOmni Channel SalesSell from store, portal, POS and online storefronts together Sales & CRMReal Estate ManagementList, sell and lease property from one place
Questions

About the Customer Service Management module

01/Is Customer Service Management included in SenangUrus 360?
Yes — it is part of the SenangUrus 360 module library. Your plan determines how many business accounts and users you have; the module itself is switched on during implementation.
02/Can we run this module on its own?
It runs inside SenangUrus 360 and uses the platform's shared records — customers, products, accounts and users. That is what keeps reporting consistent instead of needing an integration.
03/What does setup involve?
Configuration of the module for your process, migration of the data it depends on, permissions per role, and training for the people who will use it daily.
04/Can it be tailored?
Documents, approval steps, fields and reports can be configured. Where a requirement is genuinely unique, custom development is scoped separately.
Next step

See Customer Service Management on your own data

We will run one of your real transactions through the module in a 45-minute session, so you can judge it against the work you do today.

Book a demo See all modules