Case management systems let a company collect and organize customer service interactions that occur on any channel. The system tracks each case to resolution and beyond. A modern case management system pulls customer requests into a database, where customer service agents can view and respond to them. Case management tools allow agents to categorize and manage requests. Other team members can also review cases and resolutions and aggregate information to help the company improve products and business processes.
There are five main functions of case management systems:
- Intake: Rather than spending hours manually collecting and inputting demographic and client need info during initial intake, digital intake forms can capture necessary data in a matter of minutes.
- Program Needs Assessment : Once client data and goals have been collected, a case management system must be able to assess client needs to draw out a step-by-step plan to reach client goals. A powerful system will allow caseworkers to assess needs through forms and notes.
- Case Management: Case management software helps to manage your workflow and address your client’s needs by providing tools to record notes, answer service requests, flag issues, send and receive emails, and set reminders for tasks.
- Service Delivery Tracking: Once a case has been designed, clients must be provided with assigned services which are in the form of service delivery or client attendance in courses, either way, attendance or delivery must be tracked so that case managers are aware of client progress and access to assigned services.
- Reporting and Evaluation: A case management system has robust reporting tools that help your team visualize trends and evaluate data so that client success is quantified and qualified rather than simply anecdotal.
- From gathering information to streamline your workflow, adopting a case management system will help grow your impact.
Features of a case management system
Since case management systems can be used in various industries, the specific features in each case vary depending on its purpose.
However, there are standard features found in almost all systems. Among them are:
- A Centralized or integrated database
A case management data system utilizes cloud databases that authorized persons can easily access. This allows for easy sharing of data and quick access to information regardless of where the customers and knowledge workers are located. Updates are reflected in real-time so cases can be appropriately assessed at any point in time. - Customizable case lifecycle management
Each organization has unique needs. A case management information system can be customized to suit the requirements of any business. Logical rules in the automated workflow are set in advance to adapt to an organization’s specific needs. Customized form templates are also used to create, store, and manage real-time cases. - Single-view interface
A single-view interface allows for a 360-degree view of a solution. This provides more efficient team collaboration and a more effective resolution of cases. With dashboards, the need to switch tabs or software is eliminated. Furthermore, cases can be easily monitored, and reports can be analyzed immediately. Every aspect of the case can be assessed with ease. - Multi-channel platform
A global case management system is compatible with multiple devices. Data can be recorded, and information accessed through mobile phones, tablets, or computers on Android, iOS, and Windows platforms. Even with various mediums, all data are instantly synchronized instantly in the central database. - Self-service portals
Self-service portals empower customers by enabling them to resolve issues immediately. These portals usually include helpful articles, an FAQs page, a community page, or a forum. These portals are indispensable features of customer support. - Personalized customer care
Most case management systems allow knowledge workers to interact with customers on their preferred channel. Those channels include email, phone, messaging apps, or live chat software.
Customer profiles, along with all relevant information and past interactions, can also be immediately accessed. When customer care representatives have all this information at their fingertips, they can make customers feel valued.
Why is a case management system important?
Case managers often work with dozens of clients and collect hundreds of data points. Keeping track of these interactions and metrics can only be easy with the help of reliable tools like case management systems.
A case management system stores your client information in one place, making it easy to do the following:
- Increase productivity. >Rather than manually inputting data and managing your operations from multiple spreadsheets, employ a case management system to streamline the process. That way, your staff can log activities, make notes, delegate tasks, and schedule events within the same intuitive interface.
- Create reports. Client progress and other metrics can be easily tracked and displayed using the reporting tools in case management software. This gives managers and other senior employees an overview of how the organization is performing and helps pinpoint improvement opportunities.
- Collaborate between caseworkers. Information in the management system is automatically made accessible to employees working on a case, allowing for increased accountability and effective collaboration between different teams or departments.
- Reach out to clients. Caseworkers can send communications directly to their clients using their case management software. These communications are automatically tracked, so you never have to worry about missing important details.
With case management software, you’ll spend less time keeping track of your tasks, lists, notes, and deadlines and more time building meaningful connections with your customers.
What are the benefits of a case management system?
With a case management system, businesses can accelerate the resolution of complex issues and ensure optimal solutions. This is the primary advantage of case management and brings several other benefits.
1. Digital record-keeping decreases paperwork
Case management tools allow for better record-keeping because all case-related content and collaborations are stored in a cloud-based data storage system. Since all information is organized and managed in a single dashboard, knowledge workers can handle confusing spreadsheets. Paper-based work is also considerably reduced, with most data gathered and stored in the cloud database.
2. Centralized data management allows for remote access
With more global businesses, remote access to business systems has become essential. All data can be securely accessed by authorized knowledge workers wherever they are–even on the other side of the globe.
3. Real-time updates and quick access to information
With integrated cloud-based data storage systems, any update in a case is reflected instantly across all channels. This same system provides quick access to information relevant to a case. Furthermore, knowledge workers can access this information anytime and anywhere using any platform available. It also allows them to work on a case all at the same time, which, in turn, leads to faster resolution of the case.
4. Efficient resolution of cases through effective collaboration
A case management system facilitates seamless team collaboration. All members of the team involved in the resolution of the case can easily access information and communicate with each other through a single interface. This increases employee productivity and work efficiency. This smooth collaboration enables the team to develop the best possible solution for a case.
5. Increased transparency and clear audit trails
Digital record-keeping increases transparency in all processes. The case manager can monitor each step in the process and the knowledge workers involved in the collaborations. Risks can be identified, and problem areas can be addressed quickly.
This transparency also expedites the reporting process. Audit trails make it easy to analyze trends that can affect business productivity. They also allow easy retrieval of metrics and analytics that can be used to optimize the resolution of future cases.
6. Improved and personalized customer care
Through case management systems, customers are given a more personalized experience. They can opt to use the self-service portals to resolve issues independently. They can also talk to customer service representatives to help them. Since all information can be easily accessed, customer service reps can quickly pull out customers’ profiles to connect with them and assure them that the company understands their specific needs.
Having a global case management system makes good business sense. It addresses changing customer demands, increases knowledge workers’ efficiency, and optimizes business processes essential for business growth.
Your investment in the best case management system software is well worth it. Once you’ve streamlined your business processes, your quality of service will improve, customer satisfaction will be more significant, and business profit will soar.
To deliver the best services to your clients and customers, it is critical that you have a solution that is specifically tailored to your organization. Find out how PlanStreet can be your all-powerful case management system. Schedule an introductory call with us.