Case-style work goes beyond the courthouse or social services agency. It’s any work that requires human decisions and discretion – typically driven by information. This includes everything from the IT help desk to contract management to customer service and more. Effectively managing this information-centric work will keep your customers happy, your employees productive and your organisation healthy and profitable for years to come.
Are you ready to embrace case management? Read below for three steps to get started.
What areas in your organisation can benefit from case management?
Once you’ve found these, you’ve identified opportunities for a better case management approach. Determine where you’re experiencing the most pain – whether that’s cost, time or quality of customer service – and start there.
When it comes to case-driven solutions, you have several options. You could have developers build applications via custom coding or purchase multiple point solutions, each specific to one process. However, custom-coded applications take longer to build and are difficult to change; point solutions, while effective for one use, can’t be easily extended to other areas or tailored for specific needs.
A content-enabled rapid application development platform equips you to be agile, benefitting your business and your customers. Rather than spending time developing from scratch or going to RFP for each solution, you can point-and-click configure case-driven applications that connect all your information and supporting documents. Faster, more tailored applications equate to faster, more tailored solutions to your customers’ needs. Point-and-click configuration also allows you to more easily adapt existing applications and add additional applications over time as requirements change.
Think about your long-term goals – such as more personalised customer service, faster incident resolution, more comprehensive investigations. As your organisation grows toward these objectives, will the tools you choose today be able to grow and expand as well?
You’ll also want a solution that can scale and shift with changing business and customer needs, easily extending to other processes and departments. Your software vendor will become a longtime strategic partner, so be sure to select one that has industry-wide recognition and proven case management implementations.
Finally, think about your employees. They want a better way to get work done and tools that help them rapidly resolve issues, track customer information and manage relationships. An ideal solution empowers them with a complete view of all data, documents, notes and other information surrounding a case, allowing them to better serve and ultimately retain your customers.
Click here to learn more about how OnBase effectively supports case management.