Not all customer calls are directly related to creating an order or a contact. Microsoft Dynamics 365 BC tegossuite (formerly ENWIS) customer case management allows you to track all forms of communications as well between customers, vendors, and business partners from beginning to end, whether from a phone call interaction, an email, or even a customer request from your website. Understanding why people call in to you and how long it takes your team from the time of initial contact to the time of final resolution is a key metric in achieving better customer service. Supporting both a single resident or a commercial client with thousands of locations, customer service needs an easy way to track, locate, and communicate internally with their teams and externally with their customers as well. Understanding who has taken ownership through the entire life cycle of a contact or relationship allows companies to not just meet, but exceed customer service expectations, becoming more proactive and less reactive.