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Top Customers

Modified on Tue, 27 Jun 2023 at 09:24 AM

Purpose

Organize your customer case and virtual account case lists so that you can identify issues preemptively and prioritize high case volume accounts quickly.

Summary

Start with the Standard lists provided by default and modify them as needed or create custom lists based on criteria you determine to be most relevant for organizing the cases lists for accounts, Virtual Accounts and Virtual Groups.


Set up my Top Customers under Customer Management

The first time you access Top Customers, you will need to either start with the Standard Lists or create your own Customized Lists. 


Standard Lists

Create Customized Lists


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  • Customers ranked by case activity 
  • Customers with Escalations 
  • Customer likely to escalate 
  • Customers with production issues
  • Customers with critical issues 
  • Customers ranked by case volume
  • Customers with Escalation requests 


standard list
  1. Select Create New List.
  2. Set the filter for each list.
  3. Determine the sort order criteria for each list.
  4. Select Add.




Organizing my Top Customers

As within Backlog, Console and many of the Analytics pages within SupportLogic, you can maneuver your lists of customers in any order you wish.




Uses for Customer Lists

Leverage your customer lists in Top Customers to quickly identify customers based on customer data, case metadata and/or volume of cases of a particular type.  Some examples you might create customer lists for:


Determine which Customer, Virtual Accounts or Virtual Groups have the highest number of Escalations.

Identify customers from a specific industry with highest case volume.


New customers with cases that are likely to escalate.


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