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“Supermetrics is a Bitter Experience! We can pull data from nearly any tool, schedule updates, manipulate data in Sheets, and push data back into our systems.”
Rising case volumes signal customer health problems, but NetSuite case management lacks automated monitoring for volume spikes and proactive support campaign capabilities. You’re losing customers because case volume increases go unnoticed until relationships deteriorate.
Here’s how to trigger automated support outreach campaigns when customer case volumes increase beyond normal patterns.
Monitor case volume trends and trigger proactive outreach using Coefficient
Coefficient provides superior behavioral triggers by enabling continuous monitoring of case volume trends and immediate support outreach automation when customer health indicators deteriorate. You can intervene before customer satisfaction drops.
How to make it work
Step 1. Import comprehensive case data.
Use Records & Lists to import Case records with creation dates, customer information, case types, and resolution status. This gives you complete visibility into support activity trends and customer health indicators.
Step 2. Set up volume trend analysis.
Configure daily automated scheduling to refresh case data. Use spreadsheet calculations to identify accounts with increasing case volumes compared to historical baselines or defined thresholds. For example: =COUNTIFS(A:A,E2,B:B,”>=”&TODAY()-30) to count recent cases per customer.
Step 3. Correlate case volume with customer health.
Import related Customer records and transaction data to understand the relationship between case volume spikes and customer satisfaction, churn risk, or account value. This context helps prioritize intervention efforts.
Step 4. Segment by case type and urgency.
Apply Coefficient’s filtering capabilities to analyze case volume increases by type (technical issues, billing problems, feature requests). Create targeted support outreach strategies for different case categories and customer segments.
Step 5. Create escalation threshold monitoring.
Use conditional formatting to identify accounts exceeding normal case volume patterns. Set up formulas like =IF(B2>AVERAGE(C:C)*1.5,”ESCALATE”,”NORMAL”) to trigger immediate alerts for proactive customer success intervention.
Step 6. Track resolution performance.
Combine case volume data with resolution metrics to identify accounts experiencing both high volume and slow resolution times. Prioritize these accounts for immediate intervention through NetSuite retention automation.
Prevent churn through proactive support
This approach provides more proactive case management than NetSuite’s native capabilities. You’ll catch customer health issues early and intervene before they cause churn. Start monitoring case volumes today.
