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Home » Glossary » Case Management

Case Management


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
What is case management

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.

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