Designing Case Management Solutions Aligned to Key Performance Indicators (KPIs)

Jayaprakash Thatiparthi

Abstract: This article presents a structured approach to designing case management solutions aligned to Key Performance Indicators (KPIs). It outlines strategies for configuring systems to optimize service quality, agent productivity, SLA compliance, and customer satisfaction. As customer expectations grow and service landscapes evolve, KPI-driven case management solutions provide measurable improvements in operational efficiency, service consistency, and customer trust.

Keywords: Case Management, Key Performance Indicators (KPIs), SLA Compliance, Customer Satisfaction, Agent Productivity, Service Metrics, Compliance Metrics, Salesforce Case Management

How to Cite?: Jayaprakash Thatiparthi, "Designing Case Management Solutions Aligned to Key Performance Indicators (KPIs)", Volume 14 Issue 5, May 2025, International Journal of Science and Research (IJSR), Pages: 603-603, https://www.ijsr.net/getabstract.php?paperid=SR25508205311, DOI: https://dx.doi.org/10.21275/SR25508205311