Case Management
Case Management is the process of working with third parties to resolve their requests, issues, and problems.
Case Management
The most adaptable Case Management for your business
Case Management can come in many forms; Legal Case Management can require paralegal research, documents, scheduling, witness statements, evidence, court filings etc.
For other sectors Case Management might only involve troubleshooting a customer’s issue by providing them with a how-to-guide.
In all sectors, the common factors that contribute to successful case management include:
- Automation of repetitive tasks so people can focus on using their skills to work on Cases
- User interfaces that support the resolution of customer issues with clear guidance and easy to access information
- A single view on to multiple sources of information and channels of communication
A comprehensive Customer Relationship Management (CRM) system provides everything you need for effective case management:
BPA offers significant advantages for case management. By reducing the need for manual intervention, case handlers can focus on more complex tasks and use the human-to-human skills that can’t be automated.
Business Process Automation (BPA), helps to streamline case handling by automating repetitive tasks and ensuring consistent, efficient processes are followed while reducing the risk of human error.
A BPA tool with an interface that allows you to create, amend and adjust processes provides huge advantages to Case Management by providing the ability to adjust processes in a simple user interface. This means that you can continually improve case management by easily addressing bottlenecks, removing unnecessary steps in processes and by making interactions with external parties, customers, citizens and clients more efficient and scalable.
Another aspect of BPA tools for Case Management is that automation can facilitate greater transparency and accountability onto a case by enabling systematic reporting on all progress related to it. With automations in place, there’s no reason why a customer won’t be able to get an update whenever they want or wherever they are.
Versatile data-rich user interfaces are fundamental to effective case management.
Data rich displays involving visualisations like charts, graphs and dashboards enable cae-handlers to quickly interpret issues, so that they can make informed, timely and accurate decisions.
Giving case handlers the relevant information about a case and the person it affects also means that they are better able to identify solutions as well as the best ways to communicate with people who are affected by the case.
Enabling Case Handlers to do their jobs better, user friendly design is an essential consideration for selecting an appropriate Case Management Solution. As well as enabling individuals to work more effectively regardless of their skill sets, user friendliness also encourages adoption of a new system across a department or organisation. By removing the barriers related to learning how to use a system and providing an intuitive system the time it takes to realise a return is greatly improved.
Another major consideration for modern case management is that it’s becoming rarer and rarer for cases to be resolved by a single individual. Whether in terms of coordinating with expert colleagues, getting experienced assistance from colleagues, or even working closely with clients and customers, interfaces that allow for collaboration between people as they work through cases is becoming essential. If a case management interface doesn’t provide the means to extend an individual case handler’s competencies to involve other people, then case handling can fall short of expectations and ultimately, resolution.
Integrating with other systems is another essential factor for a case management system to provide a single view onto information that a case handler may need.
People are now using numerous different channels of communication to interact. To give a Case Handler a view onto the truth means that it’s possible that they will need to pull multiple different sources of information together into view.
Online chat, chatbots, WhatsApp messaging, Social Media, SMS, Emails, Telephone and physical mail need to be consolidated into an intelligible single view that is able to present the journey that has been taken for any given case.
Discover why Case Management is the ideal choice for your business
What we do
Dynamic Case Management
Dynamic Case Management (DCM) is a case management approach which emphasizes flexibility and adaptability to help people handle complex, unstructured processes and cases. Rather than a rigid workflow-based system, the role of DCM is to help organizations to manage cases that don’t follow a predefined linear process but still require multiple, often disparate stakeholders to be coordinated around an objective.
DCM comes into its own when cases vary in complexity or are subject to frequent unexpected events. For example, public service provision needs to account for multiple unknown factors that citizens are living through. Each case will have unique characteristics that need to be managed toward a goal, but the process of getting there can involve cycling between stakeholders through a number of interactions before moving to the next stage.
While possessing a defined objective and specific information requirements is a common feature of case management generally, Dynamic case management excels in providing a structured framework rather than a linear step-by-step process. DCM therefore allows case handlers to coordinate with different stakeholders, operate sub processes (automations) and collaborate with colleagues from a single, well defined interface that outlines a process while not determining each action that needs to be taken from the get go.
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