Field Service & Support

Close Service Requests Within the Time You Promised

Collect service requests from email and web forms in a single queue, answer on time with priority and SLA policies, and see breach risk before it happens.

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Common problems for service teams

Requests get lost across channels

Between phone notes, emails and messages, nobody knows who owns which breakdown.

SLA times are not tracked

A missed response time from the contract is only noticed when the customer complains.

The same question is answered again and again

There is no shared knowledge source the team can use for recurring technical issues.

Sales and service are disconnected

The service team cannot see a customer’s past cases and sales records in one place.

Service management with CRModular

One case queue

Cases created automatically from email, submitted through web forms or logged after a phone call land in the same list.

Priority and SLA policies

Define first-response and resolution times per priority; overdue cases are flagged as breached automatically.

Assignment rules

Cases are routed to the right team or person by the rules you define.

One customer record

Cases are linked to the account and contact, so sales and service history for the same customer live together.

Knowledge base

Publish common technical fixes as articles so the team does not rewrite the same answer.

Entitlements

Give contract customers an account-level SLA and a monthly case allowance; the entitlement takes precedence over the priority policy.

Remaining SLA time on every case

The case screen shows priority, status and the time left for first response and resolution. When time runs out, the case is flagged as breached.

CRModular support case: priority, status and remaining SLA time

From case to customer reply

Open the case and reply to the customer by email right from the case screen; the first-response timer stops when the reply is sent.

How to get started

1Connect your support mailbox
Incoming emails are read at regular intervals and turned into cases.
2Define your SLA policies
Set first-response and resolution times per priority.
3Set up assignment rules
Decide which team or person takes each case.
4Add a support form to your site
Let customers submit requests straight into the system with a default status and priority.

Frequently asked questions

Are cases created automatically from email?

Yes. Once you connect your support mailbox (IMAP), incoming emails are read regularly and turned into cases. Email forwarding via webhook is also supported.

How do SLA breaches show up?

Cases with an SLA policy are tracked automatically; overdue cases are flagged as breached and appear in reports.

Can we track service contracts?

Yes. Contracts are stored in the CRM with start and end dates and line items, and linked to the customer account.

Can field teams use it on mobile?

CRModular is web-based and works in a mobile browser; there is no separate mobile app at the moment.

Is the application available in English?

The CRModular application interface is currently in Turkish. This website and its documentation are available in English, and menu names in our help articles are shown in Turkish with an English explanation.

See your service process live

Let’s try the case queue and SLA tracking with your own scenario.

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