What is resolution rate in SAP SRD-CRM - CRM-Customer Relationship Management?

SAP Term: resolution rate

• Component: SRD-CRM

• Component Name: CRM-Customer Relationship Management

• Description: The percentage of service resquests or service orders that are completed.

Smart SAP Assistant

• Key Concepts: 
  Resolution rate is a metric used to measure the effectiveness of customer service teams in resolving customer inquiries. It is calculated by dividing the number of inquiries that were successfully resolved by the total number of inquiries received. This metric is important for customer service teams as it helps them to identify areas where they can improve their service and better meet customer needs. 
  
  How to use it: 
  In order to calculate resolution rate, customer service teams need to track the number of inquiries they receive and the number of those inquiries that are successfully resolved. This data can be collected manually or through a customer relationship management (CRM) system. Once the data is collected, resolution rate can be calculated by dividing the number of successful resolutions by the total number of inquiries received. 
  
  Tips & Tricks: 
  When tracking resolution rate, it is important to ensure that all inquiries are tracked accurately and consistently. This will help ensure that the resolution rate is an accurate reflection of the team’s performance. Additionally, it is important to track resolution rate over time in order to identify any trends or changes in performance. 
  
  Related Information: 
  Resolution rate is closely related to other customer service metrics such as response time and customer satisfaction. By tracking these metrics together, customer service teams can gain a better understanding of their performance and identify areas for improvement. Additionally, tracking resolution rate can help customer service teams identify any potential issues with their processes or procedures that may be causing delays or preventing successful resolutions.