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Why Problem Tracking is an Essential Feature of CRM

Problem Management in CRM provides a centralised platform for identifying and resolving customer issues promptly to ensure customer loyalty and satisfaction. Real-time tracking allows customer-facing teams to collaborate in monitoring and prioritising problems that require quick solutions. Handling queries with a proactive approach not only enhances operational efficiency but also builds strong, reliable partnerships with customers - driving long-term business success.

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Benefits of Problem Tracking

Benefits of Problem Tracking

Improve customer satisfaction by quickly resolving customer issues with a complete view of all previous queries and their status in the pipeline

Increase customer satisfaction and retention rates by addressing customer issues with efficiency

Configure custom problem pipelines & statuses to build a tracking system that enables effective prioritisation

Get notified to take action with automated reminders on problem records

Access historical data on recurring problems to identify patterns and implement long-term solutions

Problem Tracking for B2B Wholesalers, Distributors & Manufacturers

While product businesses don’t need complex or dedicated support ticketing software, they do need to deal with delivery issues, product returns and, sometimes, complaints. Our CRM tracking records client issues as a CRM ticket and passes it in real time to your customer service, warehousing, or accounts team using detailed accounts and sales data to resolve issues at the source. Closing problems before they escalate not only strengthens customer trust but also customer retention by demonstrating a commitment to exceptional service.

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Comparing CRM Software

With so many CRM systems to choose from, it can be difficult to know which system is right for you.

Get a side-by-side comparison of the top-rated CRM vendors so you can weigh up your options and find the best CRM for your type of business.

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Users who love CRM with Problem Tracking

Lighthouse Pools

We frequently use the Problems function of the CRM too for aftersales support. The way we can easily categorise issues is easy and can be reported on quickly, meaning we’re flagged about areas to improve. If a customer has an ongoing issue, the CRM allows us to open a case and all employees can keep track of it until the issue is closed. As a result, customers know their issues will be resolved quickly and competently.Being able to record problems against historic products to manage aftersales is key.

Daniel Phillips | CEO

Lighthouse Pools

Clinipack

We have since expanded the CRM to deal with our complaints procedure. We were originally dealing with incidents on a one off basis. Now everything is stored centrally in ProspectSoft so we can make suppliers aware of problems and provide an effective service. We spend 2/3 less time on processing credit notes due to the success of the complaints procedure

Craig Lewis | Managing Director

Clinipack

Wabanaki Maple

Prospect CRM’s after-sales ticketing system has helped us to trace any product or delivery issues back to their causes, and being able to document interactions and assign future tasks has ensured that we’re well informed and always one step ahead with our customers.

Zak Genefaas | Sales & Operations Director

Wabanaki Maple

Problem Tracking Blogs & Resources

Problem Tracking

Turn Problems into a Success

Learn how to record and utilise Problems in the CRM to ensure customer issues result in a successful outcome.

Using Problem Pipelines

Using Problem Pipelines

This article is a handy starting point for those looking to setup customised Problem Pipelines in the CRM, instead of uprooting existing problem management processes, elevate them with Prospect CRM Problem Tracking.

Getting started with logging Problems

Getting started with logging Problems

Read our help guide outlining the process of logging a Problem within the CRM.

Problem Tracking FAQs

Problem Tracking in CRM provides a centralised platform for identifying and resolving customer issues promptly to ensure customer loyalty and satisfaction. Tracking CRM problems is easy in Prospect CRM, as everything is linked up to the customer/account for full visibility.
Use Problem Tracking within your business to handle delivery issues, product returns & complaints. Record your client's issue as a CRM ticket & pass it in real-time to your customer service, warehousing or accounts team using detailed accounts & sales data to resolve issues.
Problem Tracking is built into Prospect CRM and is available to customers across all plans.
Turn problems into success by recording Problems in the CRM to ensure customer issues result in a successful outcome.

Managing & mitigating customer issues is easy with Prospect CRM

See for yourself.