Case management is a support process linked to an internal request or a request from a customer. This request involves a series of steps and players within a company or organization. These stages often include: registering the case, allocating it, processing it, passing through a validation and/or signature circuit, communicating the response and archiving the case.
Also known as case management, it has many different uses, depending on the department and the business. For example: claims management, loan application processing, purchasing management, mail management, help request management…
Whether they’re aware of it or not, all companies are involved in case management, whether it’s an SME managing its technicians’ service requests or a craftsman ordering raw materials. What differs between companies, however, is their level of documentation and tooling linked to their case management. There are 4 levels: informal process (no tools or written procedures), documented management (a sheet describing all the steps involved), digitized processing (a tool supports case management, facilitating collaboration and reducing delays), partially automated management (repetitive tasks or tasks with no added value are automated).
In this article, which can be likened to a guide, we’ll start with the theory, illustrated with examples. Then we’ll give you some concrete advice on how to easily set up a minimally digitalized case management system, with the first simple but effective automations.
Defining case management
What is case management?
Case management can be literally translated as request management or file management. As you can see, it can cover a wide range of business use cases. This process is first and foremost a description of the support provided by a company in response to an internal or customer request.
This request then involves a sequence of steps, actors, documents and conditions until it is processed. Among the most frequent case management tasks, we often find :
- Register a request,
- Allocation to an employee,
- File processing,
- Recovery of supporting documents
- Document production
- Passage through a validation and/or signature circuit,
- Communication of response,
- File archiving
- Reporting
A request or case therefore moves from one status to another. This progression can be tracked to monitor process performance or simply identify bottlenecks in an operation.
Case management is also often referred to as ticketing for certain use cases.
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 make sure that it can easily connect to your other business software, that it allows you to create 100% customizable scenarios, and that it can manage access rights.
A simple solution for dematerialization
Whether on paper or in electronic form, companies can receive large volumes of mail or documents (known as incoming files). Depending on the situation, these files are scanned and captured, and may travel from one basket to another, from one person to another. The file is then processed and a response drafted, through to validation and signature, and finally dispatch to the requester and archiving.
Case management solutions perfectly manage these flows, pushing the file to the right person at the right time, and automating non-value-added tasks.
The challenges of case management
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
Find out more in our article on process automation
The different levels of case management
Case management is something every company does without even knowing it. However, not all companies have the same needs and challenges. Some software packages, such as Lapala, can meet even the simplest needs, and offer free subscriptions for small volumes of files.
What also distinguishes these organizations is the degree of documentation and software tools in place to manage this process. Four levels of case management maturity can be identified within companies:
Informal process
At this level, the company operates without dedicated tools or written procedures. Cases are handled on an ad hoc basis, often relying on the experience and memory of employees.
Documented case management
The organization has formalized its processes by means of cards or operating procedures describing in detail the steps involved in handling each type of case. This approach brings greater consistency, but remains largely manual. What’s more, these documents tend to fall out of use because they are difficult for employees to grasp.
Digital case management / dematerialized
At this level, dedicated software supports case management. These solutions are known as workflow software or BPM (Business Process Management). This digitalization facilitates collaboration between all players, improves traceability and significantly reduces processing times.
Partially automated management:
The most advanced stage, where repetitive or low value-added tasks are automated. The company’s various software applications are connected, and data can be displayed according to user rights. No more repetitive data entry, no more data entry errors, no more searching for information. With workflow and BPM software, you can free your teams from time-consuming tasks.
This progression in case management maturity reflects not only the company’s technological evolution, but also its ability to streamline processes and improve operational efficiency. Each level brings its own benefits, from the simple structuring of practices to the far-reaching optimization of resources and deadlines.
Case management software features
There are two types of case management solutions:
Specialized software (e.g. for intervention processing, recruitment, purchasing, document management, etc.). They have the advantage of being very precise for a particular use, but tend to be restrictive due to their lack of customization, and cannot be used for other purposes.
Horizontal” software, i.e. software that can be used for any purpose and shared with others. Their main advantages are to provide a single tool and the ability to automate tasks. However, they do require a certain amount of thought and method to set up (but nothing too major either, and software publishers often offer support adapted to this need).
The main features of case management software
Workflow creation
in no-code
Thanks to their no-code workflow designer and engine, companies can easily create their own 100%-customizable case management. You can set the parameters for actors, roles, conditions, data, status…
Software integration and automation
Case management / workflow / BPM software enables you to connect all your company’s relevant software via API: CRM, ERP, business software, HRIS, EDM. This makes it possible to automate repetitive data entry tasks and display the right data directly.
Collaborative collaborative work tools
These platforms make it possible to launch a process or push tasks at the right time, to the right person, without unnecessary clicks, thanks to their collaborative workspace. Collaboration is facilitated, and validation circuits are quicker.
How do you digitize case management?
Who would build a house without a plan?
Before you start implementing workflow software for your case management, we recommend that you take a step back and carry out an audit (also known as an “inventory of fixtures”). Unless you have the means or are forced to do so, you don’t need to spend weeks on it – a few days will suffice. The objectives of this process audit are to:
- Precise identification of how the use case works. Which tasks? Which actors? Which conditions? What flow times and deadlines? What volumes?
- Identification of optimization and automation opportunities.
- Building a roadmap for implementing case management
- Start driving change with the teams, because an audit is always a collaborative effort.
If you’d like to learn more about a simple process audit approach, read this article.
Find out more in our article on how to conduct a process audit.
Choosing the right solution to support your process.
There are many solutions available for case management. It’s up to you to weigh up the pros and cons according to your requirements and constraints. Whether you want specialized software or horizontal software. In any case, if you want to make up your mind about our Lapala platform, you should know that Lapala can be used free of charge with no time limit on a certain volume of requests. What’s more, even if you’re on a free license, Lapala’s teams will help you set up your first simple scenarios.
Discover the Lapala platform in 1 minute
Conclusion
Case management is a very useful tool for any company, whatever its size, and simply makes for more efficient case, request and file management. It also enhances customer satisfaction and improves the quality and conformity of processes.
The key to success lies in a step-by-step approach: start with an audit of your current processes, choose a solution tailored to your needs, and don’t hesitate to ask for support. Whether you opt for a specialized tool or a versatile platform like Lapala, the key is to take the first step towards managing your business processes more intelligently.
Now you know all about case management. Now it’s your turn! See you soon for more content!
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