The Case Management Module is used to initiate new cases (first time contact) and to update information on existing cases. A profile is built for each new case -- Contact Type (phone, fax, letter, or email); Model and Serial Number; Query Type (pre-sales, product support, service); Contact Name, Address, etc.; and Call Reason. Routine product questions or support issues are immediately revolved by the CSR (Customer Service Rep) by using the extensive model-specific knowledge databases and other on-line resources. All activity is logged into the transaction table to provide a case audit trail.

The Case Escalation function is used to handle non-routine cases. In these events, the CSR assigns the case to a product specialist work queue, where a Service Engineer can view the case details and provide a resolution. Again, all activity is logged into the transaction table to add to the case audit trail.

The CCMS is integrated with the Part Inventory, Product Repair, Product Exchange, and other systems - allowing the CSR to easily place part orders, initiate product exchanges, research repair status, track shipments, and correspond with the customer via email.

The Reporting Module includes specialized queries and reports allowing trend analysis by Month(s), Quarter(s), Year(s). Case information is logged to reflect each routing assignment, allowing "in-process" tracking of each case. Call center data can be shared with Marketing, Sales, and Engineering by: customer, model, product line, servicer, call reason, and others.