In an increasingly interconnected business world, it is crucial to have a system that keeps track of all incoming customer requests, whether they come via phone, email, chat or social media. A case management system brings all these cases together in one place, creating a unified platform that everyone in the organization can easily access.
What is a case?
A case can be for example a complaint, an investment decision or a supplier invoice. It consists of at least one and often several activities performed by one or more users in a workflow.
The workflow begins with a registration when the case comes to the organization, for example via a website or an email. The case can then be enriched with additional information from, for example, other internal systems and it is then sent around in a workflow according to established procedures. When the workflow is complete, it often ends with some form of control.
Systems for efficient case management
By using a case management system, you will achieve higher efficiency, better security, faster processes and a more enjoyable working day for your users. You can also monitor your processes in real time, identify bottlenecks and continuously improve them.
The basic functions that should be available in a case management system are role-based permissions, the ability to create your own automatic workflows, management of attachments in all file formats with version management, functions for comments and reminders, and functions for easy collaboration within the organization. In addition, the system should also offer a report or statistics function for overview and follow-up. If there is a need to integrate with other internal or external systems, it should also be possible to do this via open APIs.
Automation
Modern case management systems should support automatic management of each step of the process. When a new case comes in, the system takes care of it automatically. Each request is sorted and distributed to the right person or department, based on predefined criteria. The case is then automatically prioritized, ensuring that each request is handled quickly and efficiently.
A personalized view gives users a clear overview of their cases. The system displays only what is relevant to you, removing unnecessary information and allowing you to focus on what really needs your attention. This simplifies and streamlines the entire case management process, keeping your customers happy and your business running smoothly.