Automatic regular updates to the Customer about their calls

[Tina.Lapere]

Hi, 

I've been asked by Management if there is any way of having something that could be run weekly (for example) that would update the customer on their call?

So for instance when it was last updated. 

Our customers are happy to log the calls via the portal but don't seem to use it to check the status and also to chase when things haven't happened for a while.  I know I can build in emails into the BPM at certain points but what I want is a way of the system doing it if it hasn't moved for a while.

I did look at rules but not sure I understand it correctly so unsure if this is the correct area - if someone can guide me that would be amazing.

Thanks

Tina

[Tina.Lapere]

Just to confirm these are generally service requests.