CRM in service & support

for the best customer service

To guarantee the perfect customer experience, complaints need to be dealt with professionally and promptly. As a smart CRM solution, CAS genesisWorld helps your service & support team process tickets individually and fast, and forms the basis for targeted and competent information.

Track all complaints, ongoing support cases and maintenance agreements. Respond quickly and professionally to customer inquiries, automate routine tasks and strengthen the trust your customers have in you. 

In short: with CRM, you can speed up your support processes, improve the quality of your services and provide your customers with quick responses.

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Your CRM advantages for service & support at a glance

  • Automated workflows, faster customer servicesAutomate your service & support requests and resolve key customer inquiries faster.
  • Intelligent ticket system, quicker responsesRely on seamless ticket recording and processing with early warning and escalation levels.
  • Effective resource planningUse CRM when scheduling your team to ensure optimal utilization.
  • Reduced costs, fast informationReduce service costs and lower support requests through use of the Helpdesk online module.
  • Mobile work, maximum serviceRecord and process your service & support activities via your CRM as a customer data platform – anytime and anywhere.
  • Full transparency for customersKeep your customers up to date at all times via the ticket system and inform them of the next steps to be taken.
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Improve service quality

with the right service & support tools

Intelligent ticket management:
more effective with automated processes

Manage all product deployments, service and maintenance agreements, complaints and inquiries centrally in your CRM solution via an intelligent ticket system, reduce routine tasks and work with automated workflows: through your escalation management, you speed up rule-based ticket routing and assignment to the appropriate agents, and use notification/action services for quick and easy communication with the customer (via the ticket).


Simple knowledge management: 
FAQs and service portal for your customers

Allow your customers to store inquiries and support cases directly in the online portal via the Helpdesk online and to track the processing status by themselves at any time. Frequently asked questions can be answered using the FAQ database, which your support team can manage easily via CAS genesisWorld. 

Transparent monitoring:
inspire with customized services

See which product a customer is using and what individual agreements have been made. Quickly provide expert information based on knowledge of product deployments, service level agreements, service and maintenance agreements or support entitlements. By integrating existing communication channels, you can call your customers directly from the customer file, send them an e-mail or update them on the status of their case via the service portal. 

Real-time product and customer-specific evaluations enable you to improve your processes and products and to optimize resource planning. Customer surveys let you know at any time how satisfied your customers really are and where there is room for improvement.

Service tool:
optimally prepared for customer use

As a central CRM solution, CAS genesisWorld facilitates the recording, allocation/disposition, prioritization and processing of customer inquiries. Your service team always has access to important customer information, both online and offline, even during external deployments, in order to provide the best possible service. 

By simply logging effort and costs, the customer’s digital signature can be obtained on site for quick billing. 

Do you have any questions about CRM in service & support? Contact us

Strengthen your service
with CRM 

We are happy to help you.

Our CRM experts will provide you with help and advice by phone or e-mail. Further, our Info Center contains handy tips and detailed information on current CRM topics.


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