Case Management A Bridge To Profitability

It’s been a long journey to get here, but AgileCase is ready and we can’t wait to get you on-board with case management and help to make you more efficient and profitable in 2016.

We’re serving hundreds of customers in various markets and each customer loves what AgileCase has done for their business. We think we can help your business too.

At AgileCase, we believe businesses should have access to feature rich and affordable case management.  By bringing case management to your business, you open up opportunities to:

– Increase efficiency and save time, all your customer data in one place.

– Improve customer engagement, never miss a beat.

– Deal with more business without growing your team.

– Automate standard (and not so standard) processes.

– Document policies; bring new team members (if you need them) on-board more quickly.

– Report on your data and react to the results.

As one customer puts it “It’s liberation from overly expensive case management software.” – We couldn’t put it better ourselves.

We are firm believers that Case Management Is A Bridge To Profitability.

So get in touch today, we’d love to get you involved with our community of agile businesses as well as working towards getting you more efficient for 2016.

Get in touch today, arrange a free demo or sign up for a free trial right now!

 

How Social Care Software Works For Social Care Organizations

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.

7 reasons why case management should be part of your after sales service process

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 expirations

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.