Case Management

What Is Case Management


Case Management is a term used to describe the way an organisation handles interactions with an individual customer. Activities needing case management are typically in the areas of Application Processing, Customer Acquisition or Customer Service (Complaints Handling, Arrears and Claims Processing etc.) “Cases” have a lifespan lasting hours, days or weeks, rather than short activities which last minutes and are usually associated with a call centre.

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The right work to the right person with the right supporting content

CMS delivers:

  • Improved efficiency
  • Streamlined communication
  • Better operational decisions
  • Quicker customer response
  • Business Growth
  • At a fixed price, in a fixed time

CMS brings three core technologies together to provide a case management environment with links to all the relevant pieces of information required to complete an item of work. The three technologies are:

Document or Content Management

CMS is built on IBM’s industry-leading FileNet ECM platform. It can store millions of documents in a secure repository that can be viewed quickly by all users at the same time. The structured and unstructured documents required to complete a case may be inbound (from the customer) or outbound (to the customer) and include:

  • Scanned Post/Correspondence
  • Emails
  • Web forms
  • SMS text messages
  • Photos, video
  • Faxes
  • Records of telephone calls
  • Output from 3rd Party Systems - pdf’s, XML, HTML, CSV etc.

This central repository approach means that complex data is not left within islands but instead forms part of a common knowledge base that is accessible to all. This is particularly powerful and beneficial to the customer when interactions reach across front and back office, internal departments, suppliers or regulatory bodies.

Electronic Case Folders

CMS provides a dynamic Case Management container with links to all the relevant pieces of information required to complete an item of work. It includes all records of interactions and contextual information such as case notes, audit logs, work completion codes, routing information, security and supporting customer data from other systems - such as from a CRM or billing system.

Business Process Management

CMS enables “work” to be managed through one or more processes, escalating and reallocating as required. Staff are presented with cases though a set of prioritised work queues. As they pick up an open case all the necessary information is available to them so that they can complete the stages. Checklists can be used to guide them through a number of steps. Processes are highly configurable and can be strictly defined, or made more flexible depending on a users privileges. E.g. a supervisor may have the ability to override, or redirect work, whereas a customer service agent has to follow the path.