Any incoming request, regardless of its complexity, should result in the best possible response. To ensure this end-to-end processing, you can rely on a Case Management solution.
What is case management?
- Transversal, flexible and dynamic process
- Collaborative work
- Customer and employee experience
- Multi-channel traceability
For each incoming request (customer, supplier, partner,...), regardless of the channel of arrival, you must ensure that this request will be handled correctly, by the right people, as soon as possible and according to best practices, in order to guarantee the best response.
This type of request, or customer case, generally involves managing a multitude of information, which will then be processed in various processes, supplemented with new documents, and involving numerous collaborators whom it is not sometimes easy to get to work together. A Case Management solution makes it possible to streamline these work processes, to develop collaborative work in order to gain in performance.
A Case Management solution combines structured and unstructured information, as well as rigid and flexible human-dominated processes, so that business specialists can contribute their expertise in developing the response.
The entire processing chain is dematerialized for greater customer satisfaction.
Case Management for what needs, for what?
Case Management helps organizations streamline and accelerate work processes on complex cases. It adapts to all types of sectors of activity, all sizes of structures.
- Encourage work and file sharing regardless of the workplace
- Centralize folders within the same workspace
- Manage business process activity
Encourage collaborative work and file sharing
Between receiving a request to be processed until the appropriate response is provided, a multitude of tasks and information will have to be integrated, structured and distributed to the right people. That's the whole purpose of case management, to enable good interlocutor to process the right information quickly and effectively in order to provide the most relevant response possible.
A Case Management (CM) solution will allow you to facilitate this teamwork and to provide the right information, at the right time, to the right person, in order to make the right decision. Thus, it becomes possible to combine content, processes and the effective collaboration of stakeholders within the same platform.
For example, Paul, a salesperson, has just received an expression of need from his client. Paul qualifies this request, completes it and asks for additional documents from his client. He then calls on the technical team in order to provide his vision and an appropriate response.
Paul writes a commercial offer using technical elements. He has his offer validated by the commercial director and then sent it to his customer.
Case Management software allows Paul to have complete traceability of his customer case and to collaborate with the technical team. The sales manager validates the offer in accordance with the company's internal rules.
The contributions are therefore multiple:
- More performance
- Better collaboration
- Greater collaboration experience
Centralize files
Using its multi-channel approach, Case Management makes it possible to centralize the various documents of the case within the same workspace, as and when the file is taken care of and completed.
No more searching for isolated documents, manual grouping of documents, all the documents available for processing the file are easily accessible. The advantages are therefore multiple:
- Easy access to information
- Reliability of information
- Time saver
Manage the activity
The processing of a file also involves the automation of certain tasks (LAD for example), the execution of predictive processes, non-predictive but controlled processes, to leave managers in their freedom of actions and decision-making.
The control and management of the activity are therefore at the heart of a Case Management system, so that managers can act on time and monitor the progress of their files. For managers, they must have real-time dashboards on current treatments, by type of file, customer, team or other criteria. This control, as closely as possible, offers numerous advantages:
- Better customer information
- Rebalancing loads
- Follow-up of files
What benefits can you expect from a Case Management platform?
A CM solution is a performance booster for your teams at the service of your customers:
- A customer-oriented approach
- Optimize the performance of your teams
- Increase productivity
A customer-oriented approach
Using a Case Management solution optimizes the user journey through a multi-channel one-stop shop. The files are digitized from end to end and orchestrated according to a customer-centric and ultra-personalized approach, thanks to the flexibility of the processes offered by Case Management.
Optimize the performance of your teams
Case Management software provides teams with a single interface in order to centralize and link all the information to the right file. Management teams gain in performance in carrying out their mission thanks to immediate and simple access to all the documents in a file.
Increase productivity
Time-consuming and non-value-added tasks can be automated when setting up a Case Management system. For example, Automatic Document Reading (LAD) makes it possible to automate the verification of the completeness of the file and the study of the conformity of the documents.
Objectives aimed at
- 49% improved productivity and performance
- 47% of the costs reduced
- 41% reduction in risks