1. Case Management
Case Management
Register, classify, track and resolve inquiries, requests and complaints.
Back to productCM
Case Management Features
Coordinate people, workflows and dependencies to drive every case toward resolution.
Become a Founding Customer2. Configurable Workflows
Configurable Workflows
Define case statuses, transitions and resolution workflows adapted to your organization.
3. Assignments & Collaboration
Assignments & Collaboration
Assign case ownership, coordinate teams and track responsibilities throughout resolution.
4. SLAs & Priorities
SLAs & Priorities
Configure service-level commitments, priorities, deadlines and resolution-time monitoring.
5. Requirements & Dependencies
Requirements & Dependencies
Coordinate the actions, dependencies and blockers that must be addressed to resolve a case.
6. Automation & Notifications
Automation & Notifications
Automate repetitive case-management actions and keep stakeholders informed about relevant updates.
7. Restricted & Anonymous Cases
Restricted & Anonymous Cases
Handle sensitive or anonymous cases with appropriate access restrictions and confidentiality controls.
8. Knowledge Base
Knowledge Base
Centralize reusable articles, procedures and guidance to support case resolution.
9. Macros & Predefined Responses
Macros & Predefined Responses
Accelerate case handling with reusable response templates and common actions.
10. Case Traceability
Case Traceability
Maintain a history of activities, status changes, assignments and resolution actions.
11. Operational Analytics
Operational Analytics
Monitor case volumes, resolution times, SLA performance and team workloads.
12. Process Intelligence
Process Intelligence
Identify bottlenecks, delays and opportunities to improve operational workflows.
13. CM Administration
CM Administration
Configure case categories, workflows, teams, permissions and operational policies.
Built on the Echlio Platform
Organizations & Business Units
Manage multiple business units within one organization.
Users, Roles & Permissions
Control access according to responsibilities.
Modular Suite
Use CX, EX and CM individually or together.
APIs & Integrations
Connect Echlio with external business systems.
Centralized Administration
Manage shared organizational settings.