Abstract: A customer identifier is scanned using an electronic scanner at the customer service center. Based upon the scanned customer identifier, service information concerning the customer is retrieved from a database at a central processing center, and presented to a technician in order to allow the technician to assist the customer. A customer problem description is obtained from the customer. The customer problem description defines a problem of the customer in need of resolution. Upon receiving an electronic indication closing the case, at the central processing center automatically updates one or more analytics or metrics that are associated with the customer service center.