Home » Glossary » Case Management

Case Management

Definition

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
case management
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.

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 3,000+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.