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CRM or case management system - which is best to manage complaints?

Should you buy a dedicated case management system or a CRM to manage complaints? 

It depends on the type of complaints you are looking to manage.

Some CRM systems have service modules that will cope fine with high volume, fast turnaround, low complexity issues, however more complex, in-depth cases (especially in regulated markets) require a more sophisticated case management system.

We present some of the main arguments for a dedicated complaints management system in a handy business case grid.

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