Case Management

A CRM powered by intelligent workflow, integration, and automation

Case Management

What Is Case Management?

The right tools to track and manage every aspect of your customer journey

Easy to Customize

Easily define custom fields to create the desired account layout using our low code CRM designer.  Tie CRM fields to the internal database, or to an external system of record.  You can also reuse campaign and CRM structures for agile deployment.

Multiple Campaigns

Campaigns are a mechanism to organize CRM data, account records, case records, and reporting data.  Each campaign can have it's own instance of each of those functions, and end users can be assigned multiple campaigns to have access to those corresponding functions.

Account Lookup

Set a default account lookup field for each campaign to simplify searching for accounts, or make individual fields searchable from an advanced search.  Leverage our CTI connector to automatically load account information using information from your telephony/ACD system.

Audit History

Automatically track every step of each interaction in a complete case history for each account.  Providing full transparency; every screen, selection, and data input is captured in the contact history.  You can also exclude sensitive data from the audit log if needed.

The Right Tools

Case management software including a knowledgebase that can integrate with a 3rd party CMS, canned responses for fingertip information, and the ability to drive email and follow up events directly from the interaction.   Easily manage work items through a clear ownership system.

The SpiceCSM Effect

A CRM that benefits from a visual process guide tool, and an API hub that seamlessly extends the platform.  Every data point in the CRM can be used in a process, to perform an action in another sytem, or become actionable and drive automated logic through process automation.

Supercharged Account Management

The all-in-one case management software to power your customer journey

Flexible CRM

A CRM that's flexible and agile enough to scale with your business.  Divide your account and case records by utilizing CRM Campaigns.  With easily customizable account layouts your CRM can display the exact data you need for each campaign.

Full Featured

Enjoy our no-nonsense CRM that offers all the functionality you need from your case management software. Easy account/case lookup, queue management, full case history, and all the tools you need to manage the customer journey.  

Powered by SpiceCSM

It's so much more than just a CRM.  With years of expertise in process workflow, the ability to connect to all manner of system through our Integration Hub, and the power of process automation, our CRM was built to transform businesses.


Frequently Asked Questions

How can I sort my interactions?

The main category is "companies" of which they can have many "campaigns" associated.  Each campaign can have accounts, contacts, and cases associated with it, providing granular sorting capabilities for your organization's record management structure.

Can I change the fields in the CRM/account display?

Yes the CRM fields that you see when searching or loading an account are completely customizable.  

How many CRM fields can I have?

You can have 16 fields in each CRM category and you are able to have multiple CRM categories to sort the data and allow it to be hidden from the end-user view.

Can I lookup interactions/cases assigned to myself or others?

Yes there are many ways to look at active or completed interactions by any end user.  End users can see a list/queue containing all of their interactions, as well as filter by a variety of criteria to find ab exact subset of cases/interactions.

What other case/account management functions are available?

All of the functionality you would expect from your CRM is available with none of the filler.  Including the ability to manage the various system entities, send emails, include attachments, log notes, schedule follow up events, and more!  

I already have a CRM/database/system with all my accounts/contacts?

No problem!  We can tie into your system of records and display the pertinent account/contact/case data within our SpiceCSM Unified User Interface, providing one single system to view all your data.

Building Relationships

Our biggest asset is our relationships and the great people and companies that we work with! 
Here is what some of the people we have had the pleasure to work with have to say about SpiceCSM:

"We can go from a new sales request to launching a product in 3 weeks, versus 60-90 days.  There's nothing that we can't customize with SpiceCSM"

Bill Wilder

CEO at Connect Force

"SpiceCSM's integration with Amazon Connect allows customers to create a Unified Customer Engagement Hub. By leveraging Amazon Connect, customer experience leaders can easily integrate their existing systems and incorporate AWS offerings..."

Pasquale DeMaio

General Manager at Amazon Connect

"Not only was training time reduced drastically, but our clients calls are being handled according to their expectations.  SpiceCSM is so much more than just another CRM and is a “must have” for any call center that hopes to be successful in this competitive industry"

Call Center Manager

Leading BPO Contact Center

“The uniqueness of SpiceCSM resides in its all encompassing ability to integrate seamlessly disparate applications and systems. Our close rate increased up to 69 percent, (and) we achieved our goals in half the time for less than 80 percent of the previous costs.”

Operations Manager

Leading ISP

“Competitive solutions often require a complete ‘rip and replace’when implementing a system change, and this requires considerable time and costs. However, this is not the case with SpiceCSM’s solutions. The platform generates great value, particularly in the IT department, where cost savings on professional services can be as much as 75 percent.”

Michael DeSalles

Principal Analyst at Frost & Sullivan

"Governments comprise over 70% of our client base and each client has very specific processes to follow. Spice makes it very easy to embed the approved scripts and create dynamic process paths based on specific customer attributes."
James Hansen

Assistant Director, Call Center/Manager, Data Analytics at Engaging Solutions, LLC

Let's Talk!

We would love to learn more about your business and how SpiceCSM can help 


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