Hi all,

I am working on finding a tool to register and track our escalation management process. Specifically, this is about client escalations, typically related to project delivery issues. The idea is that we could have some sort of form with core questions that we will need to complete when the different levels in the company are handling the escalation. Could be a PM, Team Leader, or a Senior leader.

I originally thought about using "Issues" in Zoho Projects to handle this, but the reporting is hard and not so clear. Then I thought about CRM (where our relationships are recorded and we anyway can see projects associated to deals which in turn are associated with clients..).

Any experiences in this area and ideas?