Uses /
Customer support
Customer support process management is the practice of mapping, running and improving the support processes an organisation depends on – inquiries, cancellations, onboarding and feedback. Gluu combines process maps, work instructions, roles and live tasks in one place, so every support process is documented and actually followed.
Microsoft Preferred Solution
ISO 27001 compliant
What it is
Customer support process management is how support teams turn fragmented, person-dependent tasks into clear, repeatable processes. In Gluu, each process is a living map of activities, roles and work instructions that people follow directly – so inquiries, cancellations and feedback run the same way every time, whoever is away. It is the same closed loop that runs the rest of your business, applied to customer support.
Why it matters
No more support steps scattered across spreadsheets, inboxes and people’s heads. Every process lives in one place, current and visible to the whole team.
New joiners and stand-ins follow the same guided steps every time – so quality does not depend on who happens to be handling it.
Every change is versioned and every task is logged, so ISO, GDPR and internal-control requirements are evidenced without a scramble before the audit.
Outcomes
2x
more processes mapped
in the first year
“I have introduced many people here in our office to Gluu, and it took me about fifteen minutes, which is absolutely fantastic.”
Marianne Moelgaard Christensen, Customer Engagement Manager, Bisnode
Explore customer support processes
Understand, analyse and resolve every customer request.
Close a cancellation to the customer’s full satisfaction.
Get a new customer working with you through a guided start.
Send and analyse feedback questionnaires to close the loop.
Support process management is the practice of mapping, running and improving core customer support processes so they run consistently instead of depending on individuals. It replaces scattered checklists and tribal knowledge with one living source of truth people follow.
Any customer support process – inquiries, cancellations, onboarding and feedback. Gluu ships with real support process examples you can adapt, and you can build your own with the AI assistant or simple mapping.
No. Gluu’s simple mapping and AI process creation let teams capture how work flows in plain language, while valid BPMN 2.0 stays underneath for anyone who needs it.
Every process is versioned with review and rollback, and every task is logged. That gives you an audit trail for ISO and GDPR requirements, and drift between the documented process and real work is caught instead of quietly accumulating.
Yes. Support owns and edits its own processes in Gluu, with work instructions attached to each activity for the people who carry them out – so changing a step does not need an IT project.
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