Cross-sell and upsell from the case console: signals, handoff to sales, influenced revenue
Support sees things sales never sees. The customer whose contract renews in three weeks, the machine that just fell out of warranty, the account that has one support case left in its plan: all of that shows up in a case first. Until now the case console showed none of it, and there was no way to tur
Support sees things sales never sees. The customer whose contract renews in three weeks, the machine that just fell out of warranty, the account that has one support case left in its plan: all of that shows up in a case first. Until now the case console showed none of it, and there was no way to turn a case into a deal.
The commercial box in the case On the right side of a case, next to the SLA clocks, a box appears when the customer of that case is asking for something commercial. It only appears when there is something to say; a customer with nothing pending shows no box at all.
Each card carries its proof, not just a claim:
- Contract renewing: how many days are left, and the card also appears when the date has already passed.
- Support cases running out: how many are left in the plan. A plan with unlimited cases never produces this card.
- Warranty ending: the equipment linked to the case and how many days are left, marked as expired when the date has passed.
- Cross-sell and upsell: the product the data suggests, with the percentage of similar accounts that bought it and the sentence explaining why.
- Likely to expand: the score from the expansion model, only when the model has actually been trained on your history.
- Happy customer: only on a resolved case with a high rating. Asking for a testimonial while the customer is still waiting for a fix is not something this product will put on your screen.
Money is a separate permission. Whoever cannot see financial data still sees the warranty, the remaining balance and the suggested product, and the box says that the value was hidden. It never shows zero in place of "you cannot see this".
Handing a case to sales Any card offers two buttons. Create opportunity opens a real deal in your pipeline, on the customer's account, with the sale type that matches the reason, and it inherits your permissions, automations and forecast exactly like a deal created by hand. If the card suggested a product, that product goes in as a line item, which is what lets you quote right away without retyping anything. Create task instead opens a task for whoever owns the account, when a deal is premature.
Whatever you write in the note becomes an internal note on the case, and whoever receives the handoff is notified in their own language.
Clicking the same card twice does not create a second deal: you get the same one back, and the button turns into a link to it. Handing the same case over for a different reason (renewal and cross-sell, say) is a different conversation and does create a second deal.
Quoting from the case Once the case has been handed over, the quote comes from the usual proposal engine: same versioning, same discount approval, same tax rules, same PDF. There is no second kind of quote.
Renewal alerts Contracts with a renewal date get an alert at 60, 30, 14 and 7 days before, sent to whoever owns the account. Four alerts per contract, not one a day. A contract whose date has already passed does not start alerting again.
Revenue influenced by support Cases · Influenced revenue answers the question support could never answer: how much business came out of the service desk. It shows how many handoffs happened, how many became deals, how much was won and how much is still open, the win rate over the deals that were actually decided, and the breakdown by reason.
Three things the page says out loud: with no handoffs yet it says so, instead of showing a 0% conversion rate that would read like a bad result; when the deals are in more than one currency it shows the amounts per currency instead of adding them together; and the whole page is hidden from whoever does not have permission for financial data.