Uses for Cases

[davemaxg]

We run a brokerage business that needs to renew contracts each year with our clients.  The renewal process involves getting bids from all available companies then presenting them to the client with our recommendations.

We don't use opportunities because the concept doesn't apply very well to our business and a renewal is not technically an opportunity but more a customer service exercise.

Therefore, I was thinking we should use cases for this so that we could track the tasks associated with a renewal separately from the account itself.

We would create some new additional entries for the Case Reason field so that we could track these types of cases separately from one off 'issues' that arise with our clients and must be resolved.

I'd like to hear if anyone else is doing this and/or if anyone agrees with this approach or thinks it's a bad idea...  Any input positive or negative is welcome.

Thank you,

David

[werewolf]

I'd say that sounds like a fine use case for Case.  I've definitely heard of other Salesforce.com customers who use Case for a similar reason, although I unfortunately can't name them here.

[kbaker412]

We use cases in a similar fashion.  We have two basic case types - one for assigning internal work that needs to be completed for servicing our customers and setting up products.  The other is the typical customer support case where they have email or called for help with an "issue".  This works great for us.