RAPIDS Case Management System (RAPIDS CM) provides support organizations with a systematic tool to record all client interactions. It monitors the status and progress of customer inquiries and complaints, and records all communication between customer service agents and clients.

Simply put, RAPIDS CM can be thought of as an electronic file cabinet. A folder files all information that is related to a given case. Each folder can contain sub-folders, file attachments, notes, external links, and much more. The folders are classified with different tags according to the priority level assigned to the given case and each case is assigned to a customer service agent, technician, or manager based on its classification.

RAPIDS CM tracks the complete history of all cases, and its keyword searching capabilities and lookup fields allow users to obtain instant access to all related information, at any time. The system’s built-in real time reporting functions will enable your organization to convert general information into valuable knowledge by detailing such things as trends in client complaints, or average times from case conception to case resolution within a given branch.

RAPIDS CM is a flexible and customizable system that can help an organization to gain a better understanding of its clients. It provides users with a tool to facilitate the identification of root causes that may require remedial action. Furthermore, RAPIDS CM organizes information in a way that allows managers to establish the most efficient workflow possible, by maximizing company resources to resolve client support issues in a timely manner.