# Customer Service Software in Southend-on-Sea > Customer Service Software for businesses in Southend-on-Sea. Cube Systems covers Southend-on-Sea and Chelmsford, Colchester and Basildon, with on-site implementation and support from our Olney office. **URL:** https://cubesystems.co.uk/software/customer-service-software/essex/southend-on-sea Southend-on-Sea is comfortably within a morning’s drive of our Olney office, which means implementation here is done in person rather than over a screen share. That matters more than it sounds: most of what a system needs to know is learned by standing in the building. ## Details - **Solution:** Customer Service Software - **Platform:** CubeCRM (https://cubesystems.co.uk/cube-crm) - **Product site:** https://cubecrm.co.uk - **Location:** Southend-on-Sea, Essex - **Distance from our Olney office:** 74 miles - comfortably within a morning’s drive of our Olney office - **Postcode districts:** SS0, SS1, SS2, SS3, SS9 - **Also known as:** Help desk software, Case management software, Complaints management software, Customer support software, Ticketing system ## Coverage We cover Southend-on-Sea and the surrounding area, including Town Centre, Westcliff-on-Sea, Leigh-on-Sea, Eastwood and Thorpe Bay, across the SS0, SS1, SS2 and SS3 postcode districts. We also work with businesses in Chelmsford, Colchester, Basildon and Braintree and elsewhere in Essex. ## What is included - **Cases from email, web and phone:** Emails to your support address become cases automatically, a web form on your site does the same, and phone queries are logged in a few clicks. Each case sits on the customer record. - **Owners and response targets:** Every case has an owner, a priority and targets for first response and resolution, and anything close to its target is flagged before it is missed. - **Replies in one thread:** Customer emails and your replies are threaded on the case, with internal notes kept separate, so anyone can pick a case up without asking for the background. - **Account owners informed:** Open cases show on the customer record, and the account owner can be notified about cases on key accounts, so nobody is surprised at the next meeting. - **Complaints recorded by cause:** Complaints are categorised with their root cause, the resolution and any credit given, so recurring problems show up and can be fixed. - **Service you can measure:** Case volumes, response and resolution times and repeat issues by category, customer and person, reported from live data. ## Real-world use cases ### One mailbox, three people **Scenario:** An equipment supplier’s service mailbox took dozens of emails a day. Three people worked through it when they could, so some customers got two replies and others waited a week. **Outcome:** Each email becomes a case assigned by product line, with a response target. Replies are threaded on the case, so two people do not answer the same customer, and anything nearing its target is flagged. ### The renewal meeting that went wrong **Scenario:** A reseller’s account manager went into a renewal meeting expecting a routine conversation, and found the customer had logged several unresolved issues with support over the previous two months. **Outcome:** Open cases show on the account record and cases on key accounts notify the account manager, so a review starts with the service record in front of everyone. ### The same complaint every month **Scenario:** A manufacturer handled delivery complaints one at a time, and handled them well, but never recorded the cause. The same packaging fault kept producing complaints for over a year. **Outcome:** Complaints are categorised by cause and a monthly report lists the most common ones, which is how a recurring fault like that gets found and fixed. ## Figures - **Every** Case on the customer record - **Timed** Against first response and resolution targets - **Visible** To the account owner as well as support ## Frequently asked questions **Is this a full help desk?** It covers what most growing businesses need: cases from email, web and phone, owners, priorities, response targets, threaded replies and reporting, all on the customer record. A large dedicated support centre with complex routing may be better served by a specialist help desk connected to CubeCRM through the API. **Can customers log cases themselves?** Yes, by email or through a web form on your site, both of which create cases automatically. A self-service portal is not part of the standard product, but one can be built against the API. **Can we record complaints for a regulator?** Complaints can be categorised, timed, resolved and reported with a full audit trail. If you work under specific complaint-handling rules, we map them during discovery. **Does it work with our phone system?** Calls can be logged against the customer and the case, and many VoIP systems can pass the caller’s details to CubeCRM so the customer record opens as the call arrives. **Do salespeople see cases?** Yes, on the customer record, and cases on key accounts can notify the account owner. ## Related solutions - **CRM Software** - Contacts, enquiries, pipeline, quotes and follow-ups on one shared customer record. CubeCRM is CRM for UK sales and service teams. https://cubesystems.co.uk/software/crm-software/essex/southend-on-sea - **Contact Management Software** - One shared, searchable set of customer, prospect and supplier contacts, linked to their companies, with roles, history and consent on every record. https://cubesystems.co.uk/software/contact-management-software/essex/southend-on-sea - **Quoting and Proposal Software** - Branded quotes and proposals built from your own price list, with every revision kept, discount approvals, automatic chasing and online acceptance. https://cubesystems.co.uk/software/quoting-software/essex/southend-on-sea - **Field Service Software** - Job scheduling, engineer mobile app, van stock, on-site sign-off and same-day invoicing - field service management joined up with the back office. https://cubesystems.co.uk/software/field-service-software/essex/southend-on-sea ## Elsewhere in Essex See https://cubesystems.co.uk/software/customer-service-software/essex for customer service software across Essex. ## Contact - **Company:** Cube Systems Limited (company number 17220899, ICO registration number ZC216972) - **Email:** hello@cubesystems.co.uk - **Sales:** sales@cubesystems.co.uk - **Support:** support@cubesystems.co.uk - **Telephone:** 01234 672 617 (+441234672617) - **Address:** Unit 11, Olney Business Park, Osier Way, Olney, Buckinghamshire, MK46 5FP - **Opening hours:** Monday to Friday, 09:00 to 17:30 - **Part of:** Crushed Ice Group (https://crushedicegroup.co.uk)