Case Resolution Time is the average duration it takes to resolve a customer support issue from the moment it is reported to its resolution. This key performance metric helps businesses measure efficiency and service quality. CRM systems track case resolution times by categorizing issues based on priority, assigning them to appropriate agents, and automating follow-ups. Reducing resolution time leads to higher customer satisfaction and improved brand reputation. Industries such as telecom, e-commerce, and IT services use case resolution tracking to optimize support processes and enhance user experience.