What is Case Management System – Functions and Use Cases

A case management system facilitates the recording, monitoring, and analysis of data, procedures, and connected content that makes up a case. In this instance, a case may be any of the following scenarios and more – an investigation that is being conducted, an issue or problem that has to be resolved, or a service request that must be met. A case management system is designed to enhance the knowledge of the work as well as to improve processes that meet and maximize outcomes.

In direct contrast to this system is Business Process Management (BPM) which focuses on repeatable processes and workflows. Case management solutions follow a more holistic approach and handle processes that are not repeatable.

The Functions of a Case Management System

The main functions of a case management system can be categorized as follows.

• Managing documents, processes, and data relationships in a single product. This helps employees to manage cases more effectively and take cutting-edge business decisions.

• Increasing productivity as staff can stay within the same intuitive interface and carry out multiple activities such as adding notes and updates, scheduling events, and delegating tasks. There is no need to manage spreadsheets and toggle between systems.

• Improving control, transparency, and compliance through single-point reporting dashboards and audit trails.

• Ensuring effective collaboration as critical information and supporting content are available to all authorized employees in a case simultaneously. This is regardless of whether a project is being completed, an issue is being resolved or providing exceptional customer service.

Benefits of a case management system

A case management system quickens the resolution of intricate issues and ensures that only the most optimized solutions are delivered. Some benefits of the system are given as follows.

• Increased efficiency: In this system, record-keeping is fully digital, and hence tedious paperwork is eliminated. All information can be accessed from a single dashboard with data gathered and stored in the cloud.

• Remote access: Remote access is ensured with the case management system. All authorized employees can access this data securely regardless of the location on the globe that they are in.

• Fast access to information: The system operates on a cloud-based platform and therefore, all information and updates are reflected in real-time across all channels. It also allows employees to work simultaneously on a case from anywhere.

• Effective collaboration: A good case management system ensures effective collaboration as all employees involved in a case can communicate with each other through a single interface. These collective thought processes make for more considered solutions to a case.

• Personalized customer care: Customers get more personalized care through a case management system. They can either resolve issues on their own through self-service portals or talk to support staff for help. Since customer profiles can be easily accessed, employees can quickly pull them out for solving issues almost in real-time.

These are some of the benefits of a case management system.