On July 5th, 2023, our Global Technical Service Team implemented a new global process centered on Case Closure. This rollout has enabled us to create a true closed-loop Case Management process!
Case closure will be initiated by a survey that is sent to specific contacts related to a case that still needs to be closed. Customer and/or partner contacts listed will receive automated email notifications with a link to the Case Closure Survey to decide when the issue has been resolved and if they are ultimately satisfied with the work performed to rectify the reported issue.
Figure 1 – Sample Survey Email Figure 2 – Case Closure Survey