McCamish
Choosing the right case management system for your organisation
A case management system helps a business receive, process, and respond to information-centric service requests that their clients, vendors, internal teams, or suppliers raise. The system takes the request from offline to online and processes it through a workflow that streamlines its resolution.
Depending on the nature of your business, a cloud-based case management system could handle service tickets, track bugs, report incidents, process claims, onboard new employees, assist legal firms in managing cases, and much more. Without a case management system, handling customer requests can become highly complex and prone to human errors.
This article explores the ways to select the best-case management system for your business and critical features to consider.
Key features of a case management tool
While every business’s needs are unique, here are some of the essential features that every case management tool must have –
Case tracking and management
The system must have a centralised database that ingests, records, and processes cases efficiently. Automatically decide the ideal workflow to resolve the case, assign the team members, set resolution timelines, track its progress, and inform the customer at every step.
Workflow automation
Automating repetitive and manual tasks and streamlining workflows is a vital aspect of any cloud-based case management system. The system must automate tasks such as setting reminders, sending email notifications/follow-ups, assigning tasks, seeking approvals, etc, to boost productivity.
Document management
Any case usually accompanies different document versions that the agent must be able to retrieve quickly. An efficient case management system must manage uploading, storing, sorting, securing, and retrieving the documents on demand.
Reporting and analytics
Built-in analytics tools, data visualisation, and custom reporting analyse case information and track performance metrics to generate valuable insights.
Data security and privacy
Cases may contain customer’s personal information and the history of their interaction with the business. The cloud-based case management system must encrypt and protect this sensitive information. It should provide robust access control, privacy regulations, and audit trails.
Collaboration and communication
Features such as shared meeting rooms and calendars and real-time messaging within the team promote teamwork and faster decision-making to resolve the case.
Questions to ask while selecting a case management system
There is no one-size-fits-all solution in case management. Depending on the nature of your business, you must have a strategy to select a cloud-based case management system. Here is a framework to help you –
What are your requirements?
Begin by identifying the pain points within the current case management process. Is the case data currently in documents or Excel sheets? Is your legacy system operating in a silo, or does it require a bulky on-site server? You need a case management system that solves your unique problems and specialises in your industry.
Is the system easy to use?
An intuitive system that is easy to use should be one of the main selection criteria. A user-friendly system is easy to navigate and makes the training process easy. The system should also have a community resource directory to assist the team working on it.
Can you customise the system to suit your needs?
The cloud-based case management system should have workflow customisation capabilities, notes to record case assistance provided, and so on. A user must have the capability to add or modify the fields.
Does the system have collaborative tools?
To avoid becoming data silos, businesses are focussing on systems that let the team collaborate as a community. This is not a critical requirement but will help your team securely share vital information and make the case resolution faster and easier.
How is the training and support structure?
Consider choosing a software that comes with comprehensive training and support. The training material could include self-help videos, live webinars, FAQs, and digital support manuals.
Is the system scalable?
A cloud-based case management system must scale up as your organisation grows and include the growing scope of your case resolution workflows. The case management system must grow to accommodate your changing requirements.
How can Infosys BPM help?
The New Business and Underwriting (NBUW) Platform at Infosys McCamish provides you the right case management functionalities for new business acquisition, suitability analysis, and underwriting decisions.
Read more about the cloud-based case management system at Infosys BPM.
