What is the purpose of the "Raise a Case" button?

What is the purpose of the "Raise a Case" button?

Our customers can now directly raise a Case/complaint through the LiveFleet application (see screenshot below). This new channel of communication with our customers will help us be on top of their concerns and timely and effectively resolve any issues that may interfere with our relationship with them. The details of the case will be recorded in the Dynamics CRM platform.

 

Note: This feature is used only by our clients to highlight an issue they might have with BSM's performance. It should not be used to communicate technical issues or change requests for LiveFleet.

If a Case is raised by a customer Account that you are the primary Relationship Manager in the CRM platform, you will receive a notification email with the details of the case for your review.
 
In such an event, an acknowledgement and/or update must be sent to the customer via email or another mean within three working days. This commitment is communicated in the automated confirmation email the customer receives. Thereafter, the case should be handled the same way as any other complaint case recorded in the CRM platform.