A case management workflow simply means that any employee can access the right tasks, at the right time, without unnecessary clicks. All business functions can benefit, from sales management to finance, from procurement to human resources…
For a long time reserved for large companies, these software packages have modified their ergonomics and pricing model to make them accessible to SMEs, even those that don’t necessarily have an IT department. This opportunity is also made possible by the emergence of no-code functionalities (without having to write a single line of code).
By centralizing data collection, coordinating teams, simplifying access to information and easily setting up validation circuits, case management platforms provide simple optimizations and automations to improve a company’s efficiency and productivity.
What is a case management workflow?
A case management workflow is simply a sequence of consecutive tasks, individual or collaborative, linear or conditional. This sequence is linked to an incoming case, otherwise known as a file, request, letter, opportunity, incident, claim… depending on the sector of activity.
Depending on requirements, it can be used for 100% of a company’s processes. For example, to respond to requests for quotes, carry out interventions, manage complaints, validate purchases and invoices… Its use is essential for any activity potentially subject to chaos (non-value-added tasks, multiple tedious entries, complex information searches, difficult collaboration, unpredictability…).
Also known as operating procedure or process documentation, there are 3 different types of case management workflow:
- Simple checklist documentation (paper, pdf or excel)
- Workflows digitized with dedicated software. Automatic task distribution, guided experience, automated data entry, creation of approval circuits, always up-to-date…
- Partially automated workflows. This means integrating case management software with your existing software to automate non-value-added tasks.
Case management workflow examples: from the simplest to the most complex processes
Customer complaints management
Loan application and financing
Intervention management
Request for quotation
from a prospect
Recruitment process
Insurance claims management
Mail processing
Approval of purchases and expenses
Tender response management
Customer order tracking
Compliance and quality processes
Processing patent applications
Accreditation process
Manage
customer contracts
Request
legal
As you can see, the number of use cases is very large. They often correspond to dematerialization phases in organizations. A company often has several case management processes to manage. If an organization wishes to digitize several processes, we recommend using the same case management tool, even if the actions are essentially very different and the business software is not the same.
For example, it’s perfectly possible to use the same case management software to manage a quote request and mail processing. However, you need to ensure that it can be easily connected to your other business software, that it allows you to create 100% customizable processes, and that it can manage access rights.
The difference between adaptive and dynamic case management
The terms dynamic or adaptive case management are often used. There’s not necessarily a difference; it’s a way of saying that the sequence of tasks can be adapted to many different types of case within a single workflow. It is therefore subject to conditions that cause the process to evolve differently.
It is very important that the software you choose for your processes has this condition management functionality. Otherwise you’ll have to create as many workflows as there are special cases, and you’ll have to manage unnecessary complexity.
What are the main features of case management software workflows?
Case management software integrates numerous functions into a single interface. These functions can be activated using the workflow designer.
100% customized formatting
Thanks to no-code functionalities, you can build a 100% customizable case management workflow in just a few clicks.
Defining roles and players
For each process step, you can automatically assign it to a user group and also create dispatches.
Branch creation, conditions
Good workflow software should allow you to create segmentations based on business conditions.
Path reunification
If several paths have been split, it is important to be able to reunite them to simplify workflow management.
Iterative loop creation
It is often possible to go back over processes to modify or correct a file or request.
Automatic resumption of entries
An entry made at any point in the case management workflow must be automatically accessible at another point.
Form designer
Case management steps are 80% forms for displaying or creating data for the rest of the process.
Flexible flexible
You can choose between storing your data in the software or directly in your existing software (CRM, ERP, HRIS, etc.).
Integration and automation
Display data from your existing software in workflows, or perform automated tasks that previously had no added value.
Benefits of case management workflow
Case management software offers simple solutions to complex, unpredictable problems. They provide centralization, standardization and optimization at lower cost.
Eliminate non-value-added tasks
No more multiple entries of the same information in different software packages. No more re-typing, no more underlying errors, no more administrative tasks. It’s all automated, so you can concentrate on what’s most important: know-how.
No more compartmentalized Excel spreadsheets
In the absence of case management tools, it is common practice to use Excel spreadsheets to track the progress of cases, their allocation, and operational and financial reporting. Case management workflow software provides new, easy-to-use collaborative tools.
No more complex data searches
Thanks to their functionality, case management software provides simple access to the right information for the right person, at the right time, without unnecessary clicks. There’s no more friction in searching for data, which can create problems for your business.
Seamless collaboration
Thanks to task segmentation, predefined input frameworks, real-time dashboards and powerful validation circuits, team collaboration becomes smooth and efficient. Case management software delivers both productivity and comfort.
Data traceability
Thanks to the various measuring devices included in case management workflows. You can trace all the data relevant to the resolution of a case or request. If necessary, employees or managers can audit a case.
Less control, more quality
Case management workflow software creates guided and supervised experiences for employees. There is no longer any problem of checking that instructions have been followed, because they themselves are part of the experience.
Simple reporting
Data is easily accessible for managers via dashboards. They can visualize it to make informed decisions. Moreover they can access historical data with a powerful search and a single click. They no longer have to keep complex Excel spreadsheets.
Improved customer satisfaction
Customers receive quicker responses and files are processed more quickly. As a result, the company’s image is enhanced. Case management workflow software also improves the quality of case and request processing.
How to set up case management software
1) Know how the process works
Alone or in a team, define all the tasks and specificities of your business. Identify the key points of your know-how and the various conditions and decisions made in the workflow.
2) Building the case management workflow – 5 minutes
Using case management software such as Lapala, build up the various tasks and branches of the process step by step.
And define the players for each stage of the case management workflow.
3) Define the type of each actionable step – 20 minutes
In case management, each step represents a task to be carried out by a collaborator or an automation system.
Different types of tasks are possible. For example, information entry, information verification, validation circuits.
The types of automation depend on the software you use (ERP, CRM, collaboration software…): creating data, updating data, sending e-mails, launching other workflows…
4) Set conditions – 5 minutes
All that’s left is to set the conditions that lead to one path or another in your case management workflow. All conditions are possible: lower, higher, also, selection of specific information, validation, refusal, click on a button. Multiple conditions can also be managed with “OR” and “AND” elements.
5) Test the case management workflow – 2 minutes
Put yourself in the shoes of the teams who will be using case management, and test it before sharing it.
Common stages in a case management workflow
Common workflow steps
Centralizing requests
All cases and requests must converge towards case management. All the information needed to initiate the task must be collected either directly by the requestor, or by displaying data from other existing software in the company.
Qualification and assignment to an employee
Each case can then be qualified and directed to the right branch of the case management workflow. An assignment can be made to an employee in different ways: by a manager, by automated data matching or by employee self-assignment.
Processing your request
Each member of staff responsible for handling the file or request can simply access all the information and process the case. Whether this involves drafting a document, a remote or physical intervention, a meeting, an analysis…
Multi-stakeholder validation
Validation, approval or signature circuits enable the request to evolve through different statuses. They can create iterative loops of modification on the part of the data controller, right up to final validation.
Communication to the applicant
The communication formalizes the end of treatment on the claimant’s side. It may be followed by a satisfaction survey. If the claimant is not satisfied, he or she can file a complaint, which can be a new workflow step or launch a completely new workflow.
Closing the case
This varies according to the business process. This step enables the closure of the case to be communicated internally. Even though data is collected throughout the process, the final data is also collected and automatically transmitted to the right software and employees.
Control and monitoring stages
Reporting
This weekly, monthly or half-yearly reporting enables you to assess the performance of the case management workflow. Budget tracking, financial tracking, satisfaction tracking, performance tracking. All data processing, analyses and visualizations can be carried out to facilitate decision-making.
Operational follow-up
Thanks to dashboards, a manager can monitor the progress of all files in progress in his or her department, at each stage or status. This makes it possible to analyze inventories at each stage, identify bottlenecks and backlogs, and manage special cases…
The challenges of case management workflow
Operational efficiency
- Removing bottlenecks
- Reduce response times
Compliance and quality
- Standardization and uniformity of treatment
- Compliance with regulations and constraints
Collaboration and coordination
- Setting up monitoring and control systems
- Fluid flows and exchanges between people and services
Customer satisfaction
- Enhanced user experience
- Facilitating requests and exchanges with the organization
Data management
- Centralization of case management data and information
- Simplified analysis and decision-making
Task automation
- Eliminate multiple entries of the same information in several programs
- Automated reminders
Definition and role of a case manager
This is a unique role for each case management workflow. There can be as many case managers as there are workflows. A case manager is a business player who is responsible for ensuring that the process runs smoothly. Supported or not by case management software, he or she coordinates the teams, monitors the progress of tasks and ensures the quality of the process.
List of case manager responsibilities :
- Make sure your case management software is set up correctly, or do it yourself with no-code software such as Lapala.
- Monitor progress and identify problems
- Set up performance measurement systems (included in software)
- Implement quality measurement systems (included in software)
- Coordinating and supporting teams
- Ensure continuous improvement of the case management workflow through design optimization and automation.
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