CRM is popularly used for any software that manages customer relationships. Case Management Software (Helpdesk CRM) or Ticketing CRM and regular customer relationship management (CRM) software are both used by organizations to improve efficiency and manage their interactions with customers or clients. However, they have different focuses and functionalities.
Here are the key differences between case management software and CRM:
Purpose:
Case Management Software (Helpdesk CRM): It offers robust workflow management capabilities to handle complex case (or incidence) lifecycles. It enables users to define and automate case (tickets) workflows, assign tickets, set TAT, and track progress. It ensures that cases are efficiently managed, and all necessary steps are followed. In case the case (or ticket) breaches the set TAT as per the SLA, the ticket is then escalated to the next level as per the escalation matrix.
Regular CRM Services Software: It centers around customer data and relationship management. It captures and organizes customer information such as contact details, interactions, purchase history, preferences, and demographics. CRM Services software helps in understanding customer needs, improving engagement, and driving sales and marketing efforts.