What does case management involve in B2B Commerce?

Case management in B2B Commerce primarily involves resolving customer inquiries and issues effectively. This function is critical to maintaining customer satisfaction and ensuring smooth business operations. When customers encounter problems or have questions, a well-executed case management process allows businesses to tackle these issues promptly, ensuring that customers feel supported and valued.

This process often includes various tools and methodologies to manage interactions, track the progress of inquiries, and document resolutions. By focusing on customer issues, businesses can identify patterns or recurring problems, which can lead to improvements in products, services, or processes.

The other options, while important in a broader business context, do not encapsulate the essence of case management in B2B Commerce. Tracking product shipments and deliveries is more aligned with logistics management, creating promotional digital content pertains to marketing and sales strategies, and managing supplier relationships and contracts focuses on procurement and supplier management. These functions support the business but do not specifically address the primary objective of case management, which is centered around customer support and problem resolution.