Customer Service: Case Files and SLA Tracking
Every customer interaction becomes a documented case with linked correspondence, evidence, and an SLA you can prove you met.
Customer Service: Case Files and SLA Tracking
The customer service problem in document terms: every interaction generates evidence — emails, screenshots, attached invoices, signed forms — that lives across mailboxes and CRM notes. When a regulator (or a complaint) asks for the file, reconstructing it is painful.
The case workspace pattern
In Papyrus, each customer service case is a workspace containing:
- The originating contact (email, form submission, phone-log document)
- Identity verification evidence
- Linked customer record (Counterparty)
- All subsequent correspondence (emails forwarded to the case inbox)
- Screenshots, photos, scanned attachments
- Resolution actions and rationale
- Linked invoices, contracts, or service records
- SLA timestamps (received → triaged → assigned → resolved → confirmed)
- Customer satisfaction follow-up
The case is the file. There is no separate “case in CRM, documents elsewhere”.
SLA tracking
Cases use the workflow engine for SLA:
- Triage SLA — 4 hours from receipt to assignment (configurable per tier)
- First-response SLA — 24 hours from assignment
- Resolution SLA — varies by case type (typically 5-10 business days)
- Escalation chain — automatic notifications to supervisor and department head on breach
When the audit comes asking "did you meet SLA on case 2026-04-1287?", the answer is one query away with timestamps.
Regulator complaints
For regulated industries (banking, insurance, telecoms in particular), complaints have specific procedural requirements. Papyrus handles:
- CBK Banking Fraud Investigations Department complaints with the prescribed response timeline
- IRA insurance complaints with the policy reference and claim history attached
- CAK consumer complaints with the underlying transaction document linked
Each regulator's response template lives in Papyrus's template library and instantiates with the case's data pre-filled.
What customer service teams measure
- First-response time (median, P95)
- Resolution time (median, P95)
- SLA compliance rate
- Re-opened case rate (an indicator of resolution quality)
- Customer satisfaction by case category
- Cases per agent per day
These plug into the analytics dashboard without separate BI tooling.
What changes for agents
Agent UX:
- Open the case workspace from the queue
- See the entire history at once (no clicking through 5 systems)
- Use the Copilot to ask “what did we do for the last similar case?”
- Apply a resolution template with one click
- Close the case → triggers customer-satisfaction email automatically