# Customer Service Software in Gloucester > Need customer service in Gloucester? Cube Systems implements and supports customer service software across Gloucester, Cheltenham, Stroud and Tewkesbury and the wider Gloucestershire area. **URL:** https://cubesystems.co.uk/software/customer-service-software/gloucestershire/gloucester Being comfortably within a morning’s drive of our Olney office, Gloucester is somewhere we get to regularly. Discovery, training and go-live are all better done in the room, and at 68 miles that is entirely practical. ## Details - **Solution:** Customer Service Software - **Platform:** CubeCRM (https://cubesystems.co.uk/cube-crm) - **Product site:** https://cubecrm.co.uk - **Location:** Gloucester, Gloucestershire - **Distance from our Olney office:** 68 miles - comfortably within a morning’s drive of our Olney office - **Postcode districts:** GL1, GL2, GL3, GL4 - **Also known as:** Help desk software, Case management software, Complaints management software, Customer support software, Ticketing system ## Coverage We cover Gloucester and the surrounding area, including City Centre, Kingsholm, Barnwood, Quedgeley and Hucclecote, across the GL1, GL2, GL3 and GL4 postcode districts. We also work with businesses in Cheltenham, Stroud, Tewkesbury and Cirencester and elsewhere in Gloucestershire. ## 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/gloucestershire/gloucester - **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/gloucestershire/gloucester - **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/gloucestershire/gloucester - **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/gloucestershire/gloucester ## Elsewhere in Gloucestershire See https://cubesystems.co.uk/software/customer-service-software/gloucestershire for customer service software across Gloucestershire. ## 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)