Help desk and case management on the same record the sales team uses.

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Customer Service Software in Stoke-on-Trent

Need customer service in Stoke-on-Trent? Cube Systems implements and supports customer service software across Stoke-on-Trent, Stafford, Lichfield and Burton upon Trent and the wider Staffordshire area.

Book a walkthroughAbout CubeCRM

Being a regular route for our team from Olney, Stoke-on-Trent is somewhere we get to regularly. Discovery, training and go-live are all better done in the room, and at 85 miles that is entirely practical.

Customer service in a growing business usually means a shared mailbox, a phone and a few people who know how to fix things. It works until volumes rise. Then queries wait, two people answer the same email, complaints are resolved without anyone recording why they happened, and the salesperson walks into a renewal meeting unaware the customer has been unhappy for a month. CubeCRM turns emails to your support address into cases on the customer record, each with an owner, a priority and targets for first response and resolution. Replies are threaded with internal notes kept separate, the account owner can see what is open, and complaints are recorded by cause, so the same problem can be fixed at source instead of being handled again every month.

  • Every

    Case on the customer record

  • Timed

    Against first response and resolution targets

  • Visible

    To the account owner as well as support

What it does

Inside customer service software

The parts of CubeCRM that make up customer service. Everything here shares one data model, so nothing needs re-keying between them.

  • 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.

In practice

Problems this actually solves

Anonymised, but not invented. These are the situations businesses describe to us before they change anything.

  1. One mailbox, three people

    The situation

    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.

    What changed

    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.

  2. The renewal meeting that went wrong

    The situation

    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.

    What changed

    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.

  3. The same complaint every month

    The situation

    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.

    What changed

    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.

Local coverage

Customer service across Staffordshire

We cover Stoke-on-Trent and the surrounding area, including City Centre, Hanley, Stoke, Burslem and Tunstall, across the ST1, ST2, ST3 and ST4 postcode districts. We also work with businesses in Stafford, Lichfield, Burton upon Trent and Tamworth and elsewhere in Staffordshire.

Postcode districts

  • ST1
  • ST2
  • ST3
  • ST4
  • ST5
  • ST6
  • ST7
  • ST8
  • ST9

Areas we cover

City Centre, Hanley, Stoke, Burslem, Tunstall, Longton, Fenton and Festival Park.

Getting to you

Roughly 85 miles from our office in Olney, Buckinghamshire. Discovery, training and go-live are done on site as standard - not because it looks good on a proposal, but because most of what a system needs to know is learned in the building.

Customer service elsewhere in Staffordshire

All of Staffordshire

How it happens

What implementation actually involves

The same process wherever you are, and for Stoke-on-Trent it is done in person.

  1. Discovery

    A structured session mapping how you work now - the systems, the spreadsheets and the bits held together by one person’s memory. We come back with what the platform covers as standard, what needs configuration, and what needs building.

  2. Configuration

    Your structure, sites, roles, approval chains, document templates and permissions set up to match the business - not a demo tenant with your logo dropped on it.

  3. Data migration

    Existing records brought across and reconciled: customers, stock, bills of materials, employees, holiday balances, contracts. We migrate, you check, then we cut over.

  4. Training & rollout

    Role-based training so people learn the parts they actually use, with a pilot team first where it makes sense. Documentation and short screen recordings left behind for new starters.

  5. Ongoing support

    UK support from the people who built the platform, with a named contact, agreed response times, and a product roadmap you can influence.

You might call it something else

Customer service goes by a lot of names - if you searched for any of these, this is the page you wanted.

  • Help desk software
  • Case management software
  • Complaints management software
  • Customer support software
  • Ticketing system

Questions

The things people ask first

  • 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.

  • 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.

  • 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.

  • 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.

  • Yes, on the customer record, and cases on key accounts can notify the account owner.

Related

Other things we can put right

Also available in Stoke-on-Trent.

Part of a bigger systemExplore CubeCRMCustomer service is one part of CubeCRM. You can start here and add the rest later - it is the same system, not a separate purchase bolted on.

Working in Stoke-on-Trent?

Customer service for your Stoke-on-Trent business

Tell us what your current system does badly. We will tell you whether CubeCRM fixes it, and what it would take.

Start a conversationCall 01234 672 617