Choosing an adaptive cloud case management software is not an easy task. As every firm operates on a number of key elements, ranging from internal to client facing operations. However, the one core factor that brings all these together, and is the main focus of your business is often the cases taken by your firm.
On top of fact that your cloud case management software should take care of your administrative tasks and running operations smoothly, it should also be responsible for adaptive management of your business, and making advocacy easier and allowing you to achieve the full potential of your business.
Read on to see what key features indicate that your cloud case management software prioritizes your cases as much as you do.
Having a communication channel is an important key in keeping your business thriving. It is important to invest in a cloud case management solution that offers a secure, easy, and reliable portal. In which you can share tasks, documents, and updates with your clients. This will eliminate the stress of any unwanted interaction or access to yours and your client’s data. Preserving the integrity of your cases and communication is one of the important things in your relationship with your clients, that’s why a secure client portal is nonnegotiable.
No two cases, or clients, are alike, which is the reason it is crucial to have an adaptive cloud case management software that allows you to customize your workflow. Your contacts and cases are the running forces behind the operations of your firm, and your chosen adaptive case management software owes it to them to be as comprehensive and detailed as possible in managing distinct information. Invest in a software solution that offers intuitive customization features, and allows you to manage your custom fields to include all the relevant information without any limitations.
Cases support your business; search for a tool that supports your cases
Your cloud case management software should handle all the routine tasks that prevent you from making cases your main focus. Similarly, it should also provide you with a collection of automation tools aimed towards optimizing your work on the cases themselves. Pay attention to these features as you search for your ideal cloud case management software, and you’ll be sure to find the best solution for your cases.
Here in AgileCase, we are committed to developing our system, and adding new smart features and service improvements, to ensure that your case management process is optimized in the most efficient way, this is why we’re happy to announce our new Case Search Custom Field and Custom Case Status features.
Case Search Custom Field
By using the Case Search field, you are able to search for cases and link them together within your case tabs. You will simply need to partially enter the case number you’re searching for, and the system will display a list of cases that contain this number, and you can select the one you want.
The Case Search custom field will work in standard and table control custom field groups and can be customized to your preferences.
In order to create a Case Search field, select the “Case Search” from the custom field types list, and fill in the details as follows:
Label: This field contains the label that appears next to the field.
Title: This field contains the title of a little help box that appears when hovering over the field (optional).
Content: This field contains the content of the little help box that appears when hovering over the field (optional).
Placeholder: This field contains the example value that appears inside the field (optional).
Help Text: This field contains the help text that appears next to the field label (optional).You can then click on “Save Field” to save your case search custom field.
Custom Case Status
You can now configure your own case status dropdown as a value bundle. This will allow you to add different values for case statuses, and use these statues on cases.
This will give you a deeper level of customization, to integrate and match your process without compromising on key features. You can also set different case statuses for different case types.
You can find out more about custom fields here, or check our extensive feature list here. If you need any further help, please contact us at firstname.lastname@example.org.
One of AgileCase’s core missions is to consistently bring more value to customers. That’s why we release new features on a regular basis to improve your overall experience and make things easier for you. Here’s what we’ve added this month:
You can now select which sections to show on your dashboard, this gives you total control over your dashboard, as you can organize it to only show the parts that are relevant parts to your business and case flow.
Dashboard configuration settings can be accessed through the company settings header on your settings page, for more information on how to access and configure your dashboard, please see this article.
New Case Form Fields:
Case form fields can now be fully customized, as you can configure which fields appear on new case creation forms and only select the ones that are relevant to your case type.
This cuts down on the time it takes to create a case, since you’re not wasting time filling in fields that may not be necessary for your case. All fields are selected by default, but you can select and de-select as many fields as you like. For more information on how to customize your case form fields, please see this article.
We now have a new tab against cases called “Related Cases”. Related Cases will list any cases that are related to the current case you’re viewing. Related cases are any cases for the same client, or for any contact linked to this open case through a contact relationship.
Related cases are bi-directional, so cases for either linked contacts will appear on the other person’s related cases tab, and vice versa.
You can change the number of related cases you’d like to list, by toggling the number choices on the top right corner of the related cases tab.
To cut down on the number of results you can also choose to display or hide the inactive cases related to this case, by clicking on the “Show Inactive” button.
Full information on how to use related cases, please see this article.
New Email Interface:
We have also developed a new modern interface for email creation, with a full screen editor experience that you can use to customize your emails, edit templates, attach media and improve your overall email experience.
The new email interface provides all the editing options that you can find in any email client, and more. You can add tables, use emojis, and even format your code.
The new email interface will also give you the option to use any standard or document email templates, in an efficient, fast, and reliable way. You can also use complex templates to select specific rows within custom field tables.
You can find more information on how to use and create email templates here.
Selectable Row Email Template:
You can also use complex templates to select specific rows within custom field tables, this template will allow you to pull data from individual rows of a custom field table, and use a single template to create documents for each row in a that custom table, rather than having to use a separate template for each row.
You can find more information on how to use and create complex email templates here.
So… it’s official, we’ve done it, it’s final. We’re choosing Remote Working over our physical office (p.s. we’re hiring)
This is the first post in a series of posts explaining how we at AgileCase run our business 100% using online, remote methods and tools.
The Scottish Weather And Our First Office
“But why!?” I hear you ask, was it the constant soaking from the famous Scottish weather each daily commute?, was it because you’d put on 2 stone due to special business lunch offers (we’re looking at you Topolabamba!) or was it down to the increasing costs of both office spaces and train fares?
Well truthfully these things did have something to do with it (John’s looking way rounder than he used to, he’d taken to leaving a change of clothes in the office for the particularly wet days and yes, office space and train fares aren’t getting any cheaper (unless you compare it to the real terms value of average train fare costs since 1999-2000 :-/ ), but I digress…
We started our first business in 2002, if you wanted to start a business you had to have an office. Those were the rules and we played by them. We won a local business incubator competition and got given 1 year’s worth of free office space – result!
We felt like kings – we bought a network router, bit CRT monitors, wiring (in the days before real wireless networking) and pot plants – we even bought an office fridge.
We pioneered Remote Working in 2003
We built our business and filled it with staff from across the central belt of Scotland, our colleagues travelled daily from Stirling and Edinburgh (as well as other local areas). We sat together, we built ideas, we had meetings and it worked well, we were happy and our customers loved our software.
Except for Gary. Gary didn’t drive, he woke up at 5:30 am each day and made the commute to our office in the outskirts of Glasgow. He was a really great guy, we loved his work and his terribly bad jokes, but after a winter of arriving at our office looking like he’d done the ice bucket challenge, we knew something had to change.
So we started playing with the idea of working from home one day a week, we went with it, it worked and the rest is history (or so they say!)
So, we pioneered remote working in 2003, but we just called it “Working from home a day a week”
Cut to today…
Our awesome colleagues are based in various countries and time-zones, but with only a handful close to our office.
We’ve built our business around finding, attracting and hiring the best talent – regardless of their geographical location.
We use the best tools possible to enable the best possible work and we’ve found it works really well. We’re even using AgileCase to manage our internal company processes.
Its impact on team morale and happiness just through the added flexibility that Remote Working brings is immeasurable, its safe to say everyone loves it (although we do miss some things).
So, this left us with an office that was mostly empty except for occasions when we’re got together to discuss AgileCase Version 2 and new features (Stay tuned for our AgileCase Version 2 unveiling coming soon!)
So, we’re letting go of our 2003’esque “Must have an office to have a business” mindset and cutting the cord. We’re a Remote Working company first and we’re keeping our office for occasional meetings or when our team get some cabin fever from too much home working.
Got any questions about how to make the transition to Remote Working and how tools like AgileCase can help? – just get in touch.
Classic case management (and many cloud case management software) systems all have one problem in common. They’re too complicated to use, maintain and change when you need it.
AgileCase turns this notion on its head, AgileCase makes it easy to use, maintain and update your case management system easily and without issues. This is the beauty of cloud case management software over classic software applications.
In this series of blog posts we’ll be taking a fresh AgileCase demo account and turning it into a fully functional example of a case management workflow.
The example we’ll be using along this group of posts will be the workflow to create a basic Tenancy Agreement. An agreement that landlords create for tenants when they rent out their properties to them.
Things you’ll learn about Cloud Case Management Software along the way
As we progress through the posts we’ll do a number of things.
Open an empty AgileCase account and remove demo data.
Create a new Practice Area & Case Type – A “Property” Practice Area and “Tenancy Agreement” case type.
Configure relationship types to attach to this case type – Landlord, Tenants, etc
Create Custom fields to store information relation to the Tenancy Agreement Case Type – Property details, landlord details, term, rent etc
A document and email template that will pre-populate from the custom fields and relationships that you’ll have created.
Use our Email to Case functionality to store email conversations with tenants as well as import any attachments to individual cases (signed tenancy agreements, pictures of inventory etc)
Each individual post will be simple and self-enclosed, when combined you’ll start to see the power that adding even a small amount of automation to your internal workflows can greatly increase efficiency, throughput and accuracy of your work.
Using Case management and some basic automation concepts can radically transform your business as well as how you approach many every-day tasks – we look forward to inspiring you with lots of ideas that you can easily apply to your own business.
You’ll be singing the praises of cloud case management software in no time!
In our continuing quest to keep your data secure as well as helping you stay compliant with your partners requirements, we’ve implemented IP Restrictions and Custom Domain support on AgileCase.
IP Based Restrictions
AgileCase supports IP restrictions, giving you access to top level security not normally offered in web based applications.
With IP restrictions in place you can limit access to AgileCase to users within your office building, from a range of office buildings and no access from outside of these specific locations. Locking down location access can give you full confidence that access to AgileCase is only happening from within your allowed resources at times you allow.
Custom Domain Support
We can implement custom domain mappings such as https://acme.agilecase.net or https://agilecase.acme.com, we can also restrict login access to AgileCase from our standard login page to only allowing logins from your custom domain if set up.
IP Restrictions & 2FA
Need a certain user out in the field to access your IP restricted account?, no problem, in conjunction with our 2FA functionality we can allow specific users access but ONLY if they have 2FA enabled.
This option is included with our IP Restriction functionality.
All of the above is included in our Enterprise Plan, please contact us if you’d like either IP Restrictions or Custom Domain mapping set up on your account.
AgileCase – Bringing Agile Case Management to G Cloud
The Crown Commercial Service (CCS) selects AgileCase as a G-Cloud 8 supplier on the Digital Marketplace, opening up numerous public sector opportunities for its Cloud Case Management platform.
AgileCase, a global influencer in Case Management solutions, today announced that it is a G-Cloud 8 supplier for the Crown Commercial Service (CCS) as part of the latest iteration of the G-Cloud Framework. AgileCase is now able to offer its cutting edge, cloud-based, agile case management solution on G Cloud to UK public sector organisations.
Launched in 2012, the G-Cloud Framework is an agreement between the UK Government and suppliers who provide cloud-based services. It is designed to drive down costs by allowing public sector bodies to purchase standardised services from approved suppliers, rather than having to sign up to a variety of contracts with differing terms and conditions.
Bill Lundie, Chief Technology Officer at AgileCase, said “Having worked closely with a number of public and private sector organisations, we are pleased to support the UK Government’s initiative to boost adoption of cloud computing through the G-Cloud Framework. We are honoured to offer our best of breed Cloud Case Management through G Cloud allowing UK public sector organisations to use the service and also to build a closer relationship with these types of business. We look forward to promoting G Cloud and becoming a valued member of this world-class ecosystem.”
AgileCase.com was formed in 2014, a best of breed web based business process management product that promises to simplify case management and make businesses more efficient. With over 25 years experience and Cloud Case Management Expertise put into it AgileCase is a robust and scalable solution that has been built with real world experience.
With their skills and experience in Business Process Management Technology and Software Development, the team knows that AgileCase has the power to change many businesses for the better and help take their customers businesses to the next level of growth.
We’re happy to announce that we’ll be completing the rebrand of SaasCase to AgileCase over the next few weeks. Don’t worry!, the only thing that’s changing is the name, logo, our website and email addresses; everything else will stay exactly the same and you don’t need to change anything.
Soon, when you visit “app.saascase.com” you’ll automatically be redirected to “app.agilecase.com”. You can of course update your bookmarks to the new address but you don’t need to. Our email addresses will also be changing but emails sent to existing addresses will still get to us fine – so absolutely nothing to worry about.
If you have any questions about the branding change to AgileCase in the meantime please feel free to give us an email or call us we’ll be happy to answer any of your questions.
Thanks for your support, we’ve got a tons of new things planned for you over the next few months – we’re sure you’ll love them.
As someone who is involved in children and adult social care, you’ll understand how complex and unique each individual social care case can be. The intricate details of social care must be captured accurately in a way that’s easy to do for case officers, whether in the office or out in the field visiting recipients of your services.
Case officers and the care organization must have, in their toolkit, a system that is flexible enough to capture complex data, allow monitoring and control of cases and provide reporting detailed enough to satisfy the bureaucratic red tape required by local governments.
Social care software systems by their very nature should be able to handle common (and more niche) use cases encountered by social care organisations. By supporting the needs of the social care organization and their case officers, the social care case management system should provide a reliable, secure, controllable and scalable system that allows case officers to focus on care support and less on red tape.
One other benefit of social care software systems, is that they allow your knowledge workers to create the rules and events which guide your processes, without the need to involve Business Analysts.
SOCIAL CARE ORGANISATIONS NEED CASE DATA FLEXIBILITY
The complexity of children and adult social care scenarios means the flexibility in configuring case data capture is paramount. Care organizations must be able to record information about the contact, medication, health and wellbeing, associated medical staff, types case officer interaction and much, much more.
An example of how a care organization might use flexible features of social care software to monitor a contact’s health and wellbeing could be as follows. An extensive set of emotional and health markers are added to the system. The case officer meets with the contact and logs, in the social care software, emotional and health markers for the contact; e.g. rating the contacts levels of happiness, anxiety, etc, against predefined scales. The case worker then logs a recommendation for action, in the software, to improve the health and wellbeing of the contact.
In subsequent meetings, the Case Officer can then log levels of health and wellbeing, allowing them to track and monitor progress of the client based on recommendations, while being able to use and interpret contact’s data to provide recommendations for new courses of support where necessary.
SOCIAL CARE ORGANIZATIONS NEED CUSTOM REPORTING
With case data flexibility, must come custom complex reporting. Collecting swathes of data from cases is no good unless the level of reporting is adequate enough at least to allow case officers to analyse case data to understand the history of a contact. At an organization level, custom reporting must be flexible enough to monitor very specific trends based on the unique data collected by the Case Officer in the case notes.
As well as this, social care organization must be able to provide local governments or any other institution they’re contracting for, large amounts of information around the actions of the organization. For example, full audit trails on every single case and contact, evidence of care interactions, performance management and statistical data on social groups under the care organization; such as percentage improvement in wellbeing following a particular action over a defined period of time.
The volume of custom reports required by care organisation can run into the hundreds. Configuring these reports, enabling automation of report generation or single click reporting is imperative for the care organization to keep their head above the administrative water.
SOCIAL CARE ORGANIZATIONS NEED SYSTEM USABILITY
Ultimately, a social care software system must be usable by everyone in the care organization. Case Officers must be able to easily and efficiently use the system from anywhere. In the office or out in the field visiting contacts, they must be able to access the system, find specific cases and input required data.
Conversely, back office staff must be able to easily configure social care software in a variety of ways; custom fields for case data capture, custom case milestone events, custom reports, report generation and more. The relative ease of use for back office staff means the care organisation can rapidly adapt to the changing needs of their contacts, support initiatives and regulatory reporting requirements without the need to consult expensive contractors or maintain IT support staff.
Truly flexibly social care software systems are few and far between. Many confine their users to niche template workflows with little configurability. Instances where different workflows for different case types require subscription to separate systems is not uncommon. So, before you try social care software in your organization, talk to the supplier to understand whether the system meets your needs, and not the other way around.
Do you have any experience of using social care software in your organization? Share your experiences in the comments, or get in touch with us.
Microsoft Excel is a powerful tool, there is no doubt about that. But, for a growing business, using Excel as a customer management tool doesn’t come without it’s risks; corrupt files, missing files, duplicate files (master copy not known), copied/stolen files‚ etc, the list goes on. Maybe thinking about using case management software isn’t such a bad idea. After all, centralizing your customer information, secure access and getting a 360 degree view of your customers are just some of the benefits you can achieve.
Thankfully, moving from Excel to case management software should be a painless process. I can only speak for AgileCase here, which can migrate your customer data from excel to our case management system in 3 steps. Here’s how:
Firstly, you need to find the people on your contacts list; those you want to import into the case management software. Since you’ve been using Excel to store and manage your customer data, this part should be straight forward to process.
AgileCase has a data import tool and a handy spreadsheet template you can use as a vehicle to add your data to the system. By following the template, you can migrate large volumes of data quickly.
The spreadsheet, which can be downloaded via “Settings > Data Import” under User Admin, is a comprehensive table showing the headers used to map your contacts across to AgileCase. Don’t worry, you don’t need to complete every column. Just fill in cells for the data you already have. For example, if you leave “Client Code” cells blank, AgileCase will automatically generate a unique identifier for each contact.
On completion of the spreadsheet, just proceed with the “Add Document” process. This will allow you to upload the spreadsheet you’ve worked on. Then, voalà, your data is imported.
This is the fun part and where the flexibility of good case management software should shine through. Now you’ve imported your contacts, it’s time to identify the types of data you want to associate with your business and your customers. In AgileCase, you can create custom case types that enable you to tailor the product to your business.
Custom cases are created using the relationship between three main elements: Practice areas, Case plans and Case types. First of all though, you need to define your practice areas.
Creating practice areas simply allows you to add areas of business you practise in. For example:
If you practise legal services, areas could be:
* Family law
* Wills & Executry
If you’re a practising Architect, areas could be:
* House extensions
* Alterations & conversions
If you practice in social care, areas could be:
* Residential care
* Post-hospital care
* Rehabilitation and reablement care
Next, you can create custom case types. How you relate practise area, case type and case plan will shape the structure of the system and allow you to customize AgileCase to work for your business in your specialist field.
Case type can be Anything, whether “general work”, “consultancy” or any other type of work you do for your customer. When you define a case type, you can associate it with one or more practice areas. This allows you to really monitor revenue at a granular level through reports. But that’s a topic for another blog post. Right now, really think about the different type of work you do and how they relate to your business practises.
Now, on to case plans. Case plans allow you to set a series of milestones for each of your case types. This is a great way to ensure that every case you open proceeds on schedule.
For each case, simply add one or more events like initial client meeting, second client meeting or respond to initial query. Each event has a customisable time period for the event to be completed after a case is opened. You and your staff can use the case plan to act as a service level monitor – instantly improving your customer management strategy, which means more happy customers.
3. Case Creation
You have your contacts and your data types, like practice area, case type and case plans. Finally, you can start adding cases for existing contacts and any new contacts.
When you “create case”, you will automatically be presented with the customised data you entered into the system to build your case. Additionally, you can access advanced options at point case creation, allowing you to set, among other things, the date of when the case was open (helpful for historical cases) and viewing permissions; whether everyone in your organization or specific users.
Now you can view your the case and every artefact related to it. A 360 degree view of the customer interaction.
There you have it. The easy way to move from Microsoft Excel as a customer management tool to using case management software. Of course, the steps above have been condensed a little. While I have highlighted a lot of flexibility, there’s so much more you can do with AgileCase to customize the system and make it your own to fit your business processes.
Right now we’re running a beta program. If you would like to move away from Excel and use AgileCase, let us know. Sign up on agilecase.com and reply to the initial email or send us a message on Twitter telling us about your business, your pain points and why you think AgileCase can help.
For any organization that sells goods and services, after sales will no doubt be a key contributor to repeat business and customer satisfaction.
Businesses such as car sales, jewellers, clothing sales or any type of equipment sale like electronics, machinery or plant, need to have processes in place to deal with post sale customer issues. Whether that’s an ad-hoc repair, or scheduled maintenance, each incident, or case, needs to be managed effectively.
Your after sales processes could be improved dramatically by implementing a case management system to manage your customers.
So here are our 7 reasons why case management software should be part of your after sales process:
1. Accurately manage ad-hoc incidents per customer
All of your customers can be stored in the case management system. For each time your customer returns for any type of after sales service, you can create a new case. That case is unique and contains all interactions for that case.
It also allows you to log time spent on the case, how much work on the case cost and the ability to raise an invoice for the case directly from the case management system.
2. Reduce customer complaints
By using case management in your after sales workflow, you can reduce customer complaints and boost customer satisfaction by adding your SLAs (Service Level Agreements) to the system.
By setting milestones for each case type, you’re setting goals for each customer engagement that must be met during the case lifecycle. Alerts will be visible to any users your system, ensuring cases are dealt with efficiently and consistently every time.
3. A 360-degree view of your customers’ history
All after sales cases are linked directly to the customer. This means you get an accurate view of every engagement they’ve had with your business; every email, meeting or call, how much revenue they’ve generated and much more.
By having a full audit trail of your customers’ history, you can effectively deal with future engagements by quickly learning from past engagements.
4. Automate communication to remind customers about periodic scheduled maintenance or warranty expiration dates
A good case management system has the functionality to automate communications with your customers. Upload your business document templates for email responses and proactive communications. Save your after sales team hours, by enabling one click sending of communications to your customers by email and SMS. Uses include:
Send an SMS to alert that a repair is ready for collection
Send an email to inform that a warranty is due to expire
Send an SMS to inform that a regular service is due, with Call To Action to call and book in.
5. Understand which service streams generate the most revenue (and the least)
With flexible features, comes flexible reporting. By having a 360-degree view of your customers, your case management system should be able to let you cut and slice custom reports to help you really understand your customer base.
Custom reporting helps you understand where your revenue is generated or identify where margins are too tight. Distill data down to revenue per case type and even revenue per customer. Using data in this way is an enabler to focus on key profit areas, and grow your business.
6. Understand which customers you can cross sell additional products and services to
Back to the 360-degree view you’ll have of your customers. An additional benefit of knowing your customer means you have opportunities to cross sell products and services which might be relevant to your customer. Cross sales mean returning customers, which means increased revenue generation.
7. Centralize and Digitize your after sales processes
Last but by no means least, a major benefit of adopting case management into your after sales processes is centralizing your customer data and access to that data. I’ve seen busy after sales departments who still use a hard back diary, a simple online log and post-it notes to manage their repairs desk. The team cause themselves unnecessary stress and workload by using multiple tools to manage their customers.
By centralizing your processes into a single case management system, you’re ensuring your team can securely access accurate and consistent customer data. Case management software also digitizes your processes. No more paper diary and post-its that can be misplaced or lost, and which can’t be backed up. Quickly on-board new staff and ease workload on existing staff with clear and consistent case milestones, documentation and reporting.
Case management for after sales service can clearly provide tangible benefits to any business that implements it. Both from a customer perspective and from the business perspective. Transparent 360-degree customers views, full audit trail, comprehensive reporting, process automation and cross selling opportunities all contribute towards this.
Do you have any experiences of after sales process you’d like to share? Let us know in the comments.
We all use email, right? Good or bad, email remains the most dominant technology for work communication. So it’s likely that you’re managing your customer relationships through your inbox. In the early days of your business, when it was just you or you and your business partner tirelessly working through email to manage your business, using your inbox as a business tool was fine. Now though, your business has grown and you might be encountering some or even all of these issues:
You find it difficult to track when you last contacted a customer.
You don’t have a single view of email communications, calls, documents, time or invoicing per customer.
You have no way to measure your service levels.
You and your staff spend time creating and sending the same emails and documents again and again.
A staff member has called in sick, and you need access to a customer email from their inbox.
If you can relate to any of the above points, it might be the case you’ve outgrown your current Customer Management strategy.
I have some good news for you though, you can attempt to mitigate all of those risks and many more by adopting the following tips…
1. Understand how you work
Do you have any processes, even if they are very simple, that you follow when you apply customer management tactics? It’s really helpful to write them down and even visualise them using flow diagrams. Ask yourself questions like:
What happens when a customer contacts you about your services?
How do they contact you?
Who deals with the queries?
Are there standard responses you provide?
Do you note details of the customer interaction anywhere?
What tools do you use to manage your customers (email, excel, etc)?
2. Find all of your customer contacts
This may sound like an odd statement to make, but if you’re predominantly using your email inbox to manage your contact then your contacts may be a little harder to find and list than you first thought. I’d recommend gathering lists of contacts from any possible place the they could be stored and capturing in a CSV document (Excel can ‘save as’ CSV). This includes contacts who made queries but didn’t purchase and contacts who purchased.
3. Find a cost efficient case management system that fits your processes
It might take some time to find a new case management system that fits your needs. Remember, the one you select must adapt to your business and not the other way around. To help, you can also check out another blog post on our site about how to choose the best case management system. Also, where email is your primary communication tool, make sure the system you choose has full email integration!
4. Spend time to understand the new case management system and adapt it to your needs
This is key. When you choose the best case management system for your needs, you will already have some understanding about the software and its capabilities. However, it pays dividends to spend time to fully understand the products features. By putting that little bit extra effort at the start will mean you can configure the system right first time and make full use of any automation features, which can save you lots of effort in the long run. Alternatively, ask the case management system provider if they offer an on-boarding service, like we do at AgileCase. This type of service lets experts help you configure the software to you particular needs.
5. Champion your new case management system and train your staff
You’ve spent a lot of time and effort to adopt your new system. For adoption to be successful company wide, you need to a) provide training to staff, and b) champion the new system. If you expect your staff to hit the ground running, you’ll waste time, effort and cause unnecessary stress to your staff. Providing knowledge about how to use the new software will give your team a better chance of benefiting more quickly. This leads on to championing the new system. Your enthusiasm and leading by example should help increase chances of successful adoption. Be on hand to answer questions about using your new case management system to act out your business processes, provide encouragement and push the benefits of new processes where you can.
By moving away from email to manage your customers – other tools to log other vital information – to a single, adaptive case management system, you can benefit from centralized store for your communications and business processes.
Do you have any stories about your experience of swapping out your email client for a case management system?
So you’ve hit a brick wall, using pen and paper, or software tools like Excel, MS Access, network folders, email aren’t as scalable as you hoped. Or you discovered, unfortunately, that keeping these assets up to date is a hard task in itself; never mind that you’re not quite sure if your customer data is backed up appropriately.
But, you’ve decided to do something about it. You’ve spoken to your peers, colleagues, friends or consulted Google about what to do; information management, customer management… case management. It looks certain a case management system fits your needs. If it’s information you need to store about a customer and all that surrounds each piece of work, it’s worth implementing a solution to capture, store and access centrally and securely. But which one should you choose? Some systems are targeted at legal services, some at health care, social services, non-profit organisations and HR teams.
As a small to medium business, you need a solution that fits your business. Don’t worry, confusion need not apply as long as you take some time to really consider what your requirements are.
First ask yourself, what features do I need?
Define your features. Honestly, if you do this at the outset, you’ll save yourself a lot of hassle later on. “How do I do that though?”, I hear you say. There are a couple of investigation techniques you can use to figure out what features you need in a new case management system. Let’s take some ideas from our Business Analyst friends.
Firstly, if you have any up to date documentation about existing processes, that is a good start. Study those to identify feature requirements. If you don’t have any process documentation in place, that’s fine. It is good practice to map out and document your processes though, so I would encourage spending some time to think about and map out your processes using process mapping software.
Next, if you are not the only person in your organisation, talk to all or most of your staff or colleagues who might be knowledge workers; people who’s daily routine involves handling or using information. By talking to people, you’ll be able to document any tacit knowledge, which could reveal patterns and show needs for features which could help your business.
So you have some feature requirements, now what? Prioritise the list. Which features are most important to your business processes?
Case management system features we’ve found that are important to many businesses
Coincidentally, we’ve also done some research on what features businesses benefit from having in a case management system. It’s not an exhaustive list but the list should provide some food for thought on your high level needs.
Can the software be customised to my existing workflows?
This is an important feature. It’s consequential you find a case management system that can adapt to your existing/improved processes. Quite simply, if you need to adapt your workflow to the software, then the software is not benefiting you.
An adaptive case management system should be flexible enough to allow you build and design your case plans and case types from a detailed control panel. By having this powerful control and flexibility it means you can ultimately remove any need to outsource for “integration” or “training”.
Cloud based or on-premise?
First, let get our definitions in place. Web based and cloud based are interchangeable terms. Also known as Software as a Service (SaaS), the terms mean the software and related data is stored on a server which is accessed via the internet and might be in a different geographical region. On-premise means the software and data is stored locally, on a computer (or computers) in your office.
Either method can be suitable for a business. Cloud case management, like many other cloud service types (banking, storage, word processing and even gaming), has become reliable and secure.
Reliable in a sense that “uptime” service level agreements usually mean you can access your chosen system 24 hours a day, 7 days a week and that all of your data is backed up for you on a regular basis. It’s also generally the case that the service provider completes regular software upgrades in the background as part of your subscription. All of this goes toward reducing risk of not having your data backed up and not having the most up-to-date software (and not having to do the software updates yourself).
Secure in a sense that not only does each person require a password to access the system, but the connection between your computer and the cloud case management system will be encrypted. The term ‘military grade encryption’ is used and often it is the case, making it extremely difficult to access your data without permission. Check your provider’s data policies to make sure data is indeed stored securely and not shared with third parties.
Another benefit to cloud case management is you can access your customer data from almost anywhere you have an internet connection. At the office, at home, when you’re out on the road and visiting clients. This is great flexibility and can play a part in your customer experience management policies.
An on-premise case management system is also a good way to manage your data. It just requires a little more resources on your part. You’ll need to ensure backups are completed regularly, you’ll need a disaster recovery plan in place incase any of your hard drives fail – which means you may need to set up redundant, duplicate storage of all files, back up hourly, daily, etc. You will also require resource to perform software updates. If you need access to the case management system away from the office, you’ll require secure access into your network, which needs to be set up and maintained.
For larger organisations, both cloud and on-premise are viable solutions, since larger organisations are likely able to secure resources to set up and maintain on-premise software. For smaller business though, in the early stages at least, cloud case management is the simpler, more cost effective option. Again, it depends on what your business needs are.
Time and Billing
Built in time tracking and expense management can be a great cost and time saving feature. Not everyone likes time tracking or expense management, but we all know it has its place. It offers potentially large benefits to your business from knowledge about your revenue pipeline, service demand and pricing, that can help you drive up profits and grow.
Customer portals, are great ways to leverage new technology and enhance your customer experience management strategy. Rather than relying on ‘snail mail’ to send copied of documents to your customers, a customer portal will allow you to upload files to a secure area on your website or cloud case management system where only that client can access their files – by logging in with a username and password.
This is convenient for the customer as it allows them to access documents at times which suit them. It should also allow them to upload files; for example, digitally signed contracts or order forms. Customer portals invariably speed up processes of communication when document viewing, completion and return is part of the process.
Importing and Exporting data
One that can be easily overlooked at the start of your investigation. Firstly, can you import your existing customer data and how easy is it to do so? Secondly, if you decide to use a different software or do extra back ups of your data, can you easily export your data?
Good case management system providers should be on hand to provide help to import and export your data.
Document management in a SaaS case management system is a great opportunity to go paperless. Good case management systems allow you to centralise your document management practises. What does that mean? It means you should be able to digitally store documents, linking directly to customers and specific cases.
One great feature to look for is the ability to generate documents based on templates you’ve uploaded, but we’ll get on to that in the next part. By digitising your documentation and, with email integration (check that’s a feature too!), you should be able to easily send and receive documents to/from your customers, with a full audit trail.
Digitising your document management also enables you to take advantage of having a Customer Portal, like that described earlier in the post. Reducing mailing costs and the need for storing and securing document hard copies.
Wouldn’t it be helpful if you could automate your processes?! Again, a good case management system should allow you to automate repetitive tasks like sending out a reminder, information about a sale or rekindling a customer relationship.
It’s worth noting whether the provider can offer features like custom document templates, email scheduling and SMS scheduling. These features enable you to create accurate and relevant communications to your customers which can be sent at the click of a button or predefined dates and times. It could save your organisation many hours of effort.
How big is your budget?
This is where you need to be realistic. If you need a feature rich product accessible by many staff, the chances are you’ll need to pay a lot for that. Same goes if you want to set up an on-premise solution, you’ll have to think about resource costs in maintaining your system on-site. As a guide though, for a cloud case management system, you should expect to pay around $50 per user with administration access permissions and a little less per standard user.
Overall, for an organization with 5 staff (e.g. 2 administration level, 3 standard users) you might expect to pay around $3000 per year (+/- a few hundred, depending who you compare prices with). Considering this comes with flexible access, secure storage, regular backups and regular software updates all done by the vendor, it’s good value.
There we have it. That was a high level overview of some features to look out for on your journey to choosing the best case management system. I hope it helps and I’d love to hear your feedback. What have your experiences shown? What other features have you found to be important in your quest for case management? Feel free to leave a comment below, or even get in touch with us via email or twitter and let us know what you think.
We know case management works, so why is it only used by lawyers or large institutions?
The answer seems a lot simpler than you first might think, but it took us a little while to figure it out.
Back in the late 2000’s a good friend and I had been working in the legal services industry, seeing how lawyers worked and the processes they used. We’re somewhat passionate about business processes. Actually, that’s quite an understatement. We live and breathe process management and look for every opportunity to improve processes wherever possible. Even standing in line at a bank, we get really frustrated seeing opportunities to improve workflows… open a new teller window, it’s lunchtime after all. If they did that, during the busy period, their customers would be happier. Simple eh?!
And that’s the key. Thinking about process improvement from the customer point of view. That’s what the law firms we engaged with did. Satisfying the requirements of the customer, whether internal, an organisation or average Joe, was at the heart of each process. And they were successful. And why were they successful? They used a valuable tool to streamline and manage their business processes. A Case management system.
It wasn’t just law firms that used case management either. Large institutions like health and welfare organisations used case management. We then started to do our research on the markets and business types. We talked to friends in other industries like architecture, retail, motor industry, real-estate, financial services and few had heard of case management let alone used any case management software during their careers. To us, this seemed confusing. Here we had examples of businesses where the customer is essential to every day business processes, yet no one was really thinking about how they managed their customers.
The defacto was, “we use email or excel” or “Jean from reception looks after the files”. It seemed crazy. There were so many possible issues and risks that everyone was aware of, but no one done anything about them.
So, why not case management? Well, the status quo is one reason. And another is a correlation between lawyers and large institutions, which is pretty obvious; they have the financial resources in place to purchase and implement case management systems.
That sparked something in us. We already had a thing for process improvement and knew the benefits case management could bring, so we decided to do something about it.
A Next Generation Case Management System Was Born
For the last year we’ve been researching, talking to potential customers and building. We have been developing something we truly believe in. Something we truly believe will benefit almost any business, not just big law firms or large institutions. We’ve developed something really flexible and accessible. Something that can adapt to any business process. We want to bring tools like automation to businesses and give them a fighting chance to reduce costs and boost their revenues. We want to give businesses a tool that will help them grow. AgileCase was born, and we couldn’t be more excited.
This is our journey. You and us. Let’s make it work.