dwalby Posted December 7, 2017 Share Posted December 7, 2017 Hi all, Currently our analysts spend a lot of time chasing customers/users for a response for additional information or confirmation of resolution. Is it possible to build a BPM that can automatically send a chase e-mail to the customer and/or reminders for the analysts to call the user? We generally work on a 3-strike rule, if the user hasn't responded or we've been unable to get in contact with them after 3 attempts (via phone, IM or e-mail) we then resolve/close the call. I'd also be interested to understand how others approach handling requests which remain open due to a lack of response from customer. Thanks in advance Link to comment Share on other sites More sharing options...
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