What is case management?
Case management is a group effort that analyses, plans, implements, organizes, monitors, and analyzes the options and services needed to meet a client’s needs. It supports quality and cost-effective actions and outcomes and is defined by advocacy, communication, and resource management.
A case can be a completed inquiry, a service request that needs to be completed, or an incident or problem that needs to be resolved.
Here are some of the business operations that a case management solution can help with:
- Project management for facilities
- Keeping track of compliance
- Management of vendors
- Contract administration
- Onboarding of HR personnel
- Fraud investigation and incident resolution
Importance of case management
Case management systems make customer service more efficient and comprehensive. Any encounter with a customer is referred to as a “case,” and these systems enable firms to track and collect all of these cases in one location.
Customer care representatives can access customer profiles at a glance and leverage their payment details and previous interactions to deliver a better-informed answer by using a case management system.
Case management systems are frequently cloud-based and mobile. As a result, it is also a critical productivity tool, allowing employees to view cases on the move from any platform, enabling 24-hour client service.