Case management in CRM refers to a structured approach for tracking, managing, and resolving customer service issues or support requests efficiently. It enables businesses to create, assign, escalate, and monitor customer cases across various communication channels, including phone, email, live chat, and social media. Case management systems help support teams categorize and prioritize cases based on urgency and complexity, ensuring that customer concerns are addressed in a timely manner. Key features of case management software include automated ticketing, workflow automation, knowledge base integration, and reporting dashboards. By linking case management tools with CRM systems, businesses gain a comprehensive view of customer interactions and service history, allowing for a more personalized support experience. AI-powered chatbots and self-service portals further enhance case management by enabling customers to resolve simple issues independently. Industries such as telecommunications, healthcare, banking, and e-commerce heavily rely on case management systems to improve customer satisfaction, reduce resolution times, and optimize support team performance. Additionally, well-implemented case management processes can lead to improved service level agreement (SLA) compliance, enhanced agent productivity, and increased customer loyalty. Businesses that prioritize efficient case management benefit from higher customer retention rates and reduced support costs.