What is case management?
Case management describes the work involved in processing data and procedures applicable to resolving a case. It also refers to the management of a collection of information related to a specific entity, such as a client.
A case can mean different things depending on the type of service or product that a business offers. It can be an issue that needs resolution, a service request that must be attended to, or an investigation that must be handled. A case can include reports, claims, contracts, and other documents.
In short, a case is any service, project, or transaction that "opens" and "closes" over time. An example is a support ticket created or opened to help a customer fix an issue with a software product and closed by a service representative when the issue is resolved.
Although the definition of case management varies depending on the industry, it's generally accepted as a way of processing actions and information using a combination of human thinking and electronic workflow.
Regardless of the industry, case management usually has the following characteristics:
- It has a clearly defined beginning and ending
- It has a specified goal
- It involves gathering information from several sources
- It consists of an unpredictable and unconventional course of action
- It demands human judgment when determining the next course of action
- It requires a case manager to coordinate the entire process
A case management system empowers employees to manage cases more effectively. Cases can be completed from anywhere, and since information is stored and transferred electronically, there's zero chance for documents or notes to be lost.
For instance, patient case management software helps medical professionals improve the quality of care offered, thereby improving a patient’s experience. These tools can include features for treatment planning, scheduling, charting, and medical billing, making it easier to monitor patients' health status.
Benefits of case management
Effective case management enables businesses to accelerate the resolution of complicated issues and to make sure there are optimal solutions in place. Here are some of the benefits of a case management system:
- Since all content and information are stored digitally, it reduces paperwork and human error.
- An integrated system means quick access to relevant information.
- A user-friendly interface eliminates confusion.
- There's an increase in transparency in all processes.
- It promotes effective collaboration.
- It encourages the practice of record-keeping.
- Customers can receive enhanced and personalized customer service.
Common features of a case management system
Here are some features that are commonly seen in most case management systems.
- Single view user interface: A single view user interface enables employees to view reports and monitor every aspect of each case easily. A complete, single view makes it simple for team members to collaborate and arrive at quick resolutions.
- Multi-user access: Since team collaboration is crucial for case management, many applications support multi-user access. For example, employees wouldn't have to rely on specific bodies to obtain information. Since there is multi-user access, they can independently look up case information in the centralized database.
- Role-based access: The role-based access feature in case management systems enables companies to define each employee's level of access. This is useful to offer the right information to the right people at the right time. For example, in the case of investigation management software, certain pieces of information might be super sensitive and should be made available only to specific members.
- Multi-channel platform: Most case management systems are compatible with multiple devices. Data can be accessed via smartphones, tablets, or computers and on different operating systems such as Windows, macOS, Android, and iOS. To eliminate redundancy or inconsistency, data is synchronized spontaneously in a central database.
- Centralized database: A centralized database allows easy data sharing between employees and quick access to relevant information. Any updates made by a member will be simultaneously updated, making collaboration easier.
- Self-service portals: Self-service portals enable customers to resolve cases on their own. Such portals generally include forums, FAQ pages, and useful articles.
- Case-linking capabilities: With the help of artificial intelligence, some case management tools offer a case-linking feature, which automatically links cases based on preset criteria. Some tools let companies do this manually as well.
The additional features of case management systems vary depending on the industry they cater to. For instance, a legal case management system provides features to enter, store, and find case information and tools to help lawyers progress through the case lifecycle. Similarly, an HR case management system helps HR professionals to file, oversee, and resolve any employee relations case confidentially and efficiently.
Case management applications
The case management approach can optimize the way businesses handle their processes. Case management workflow technology enables companies to become more productive and efficient. In short, case management is used for:
- Claim processing
- Ticketing
- Bug tracking
- Customer interaction
- Service request management
- Incident management
Amal Joby
Amal is a Research Analyst at G2 researching the cybersecurity, blockchain, and machine learning space. He's fascinated by the human mind and hopes to decipher it in its entirety one day. In his free time, you can find him reading books, obsessing over sci-fi movies, or fighting the urge to have a slice of pizza.
