6 Examples of Comprehensive Workflows Suited for Case Management Solutions

March 9, 2020

Whenever you’re trying to automate internal processes that operate on a case-by-case basis, you have a potential use case for a case management solution. Regardless of industry, almost any business leader can identify multiple internal processes that could be streamlined and improved by using case management technology to automate processes and improve customer service.

Here are six common business workflows that can benefit from the use of case management solutions.

1. Onboarding New Customers

Each time a new customer joins your business, a series of processes needs to be accomplished to assist them. These processes include gathering the right information, understanding their needs and services, connecting them with a point of contact, and taking other steps to set that customer up for success.

Because each customer’s needs may be specific to that individual, the onboarding process likely needs to offer a customized approach that solicits the right information and onboards the customer with the right service connections. A case management solution allows organizations to automate some of these tasks even though the overall process is built specifically for that single client.

2. Managing and Addressing Customer Complaints

Each customer complaint has its own path from the initial contact to the complaint’s resolution. Case management allows organizations to build a workflow that combines the use of chatbots with human customer service representatives, notifies and routes complaints to the necessary departments, and assigns actions as needed to resolve the customer’s complaints.

3. Balancing Customer Appointments and Internal Staffing

Some organizations staff their offices or properties on an as-needed basis, or based on workloads that can fluctuate over time. Even in manufacturing, a large order can ramp up production volume to the point that staffing needs to be reorganized to keep up with demand and meet production deadlines.

Whether you’re a sales team, a healthcare clinic, or a manufacturing factory, you need to be able to quickly and efficiently schedule appointments while also making sure that your staffing is aligned with those needs. Case management can be used to manage each customer’s experience by scheduling appointments, lining up the necessary staffing, and sending out appointment reminders to maximize productivity.

4. Fielding Incoming Referrals from Outside Sources

Inbound referrals are an important source of revenue for organizations. Careful, responsive management of these referrals is key to maximizing that revenue and growing your customer base.

Case management can place these referrals into workflows where they can be managed through whatever process is required, whether it’s customer onboarding or a sales strategy aimed at turning those contacts into new customers.

5. Billing, Claims, and Collections

It would be easier if all of your customers paid the same price for the services they receive and paid their bills on time. However, the reality is much more complicated: Given the different pricing packages, services, and payment schedules each customer is working with, the billing process requires case management to keep everything organized and make sure the appropriate steps are being taken.

Depending on the company, this can include sending out new bills and payment confirmations, issuing reminders for upcoming or overdue payments, managing communications with insurance companies, and/or launching tasks related to the collections process.

6. Helpdesk Ticketing Management

Some IT departments and organizations use case management technology to manage their helpdesk tickets. Instead of using standardized helpdesk ticketing software, case management solutions make it easy to fully customize these workflows with business rules, accounting for unique challenges or considerations, whereas other helpdesk software lacks this flexibility.

Embracing a No-Code Approach

Case management software can offer a lot of value to a broad range of industries and individual use cases. But if you ask developers to code these automation tools from scratch, you’ll quickly find that custom case management technology isn’t a practical way to add value to your company.

So how do you adopt those tools while optimizing their value? You can start by seeking out no-code software that lets you build custom case management workflows with ease. When you eliminate the task of writing code, case management workflows can be easily built by the professionals who need them. This will give them full control over design so they can ensure that those case management solutions provide exactly the service they’re looking for.

Ready to see how Decisions can deliver case management solutions to your company? Request a demo today.

Gordon Jones
Gordon Jones has founded and sold three companies with the last built using Decisions technology. He has also led factories and large IT implementations both in the US and in Asia, where he lived for over seven years.

Latest Articles

Transform your business with automation.

Decisions is the quickest way to build software and solve your most difficult problems. Book a demo to learn how we can simplify and standardize your business operations.

This website use cookies to help you have a superior and more relevant browsing experience on the website. Privacy Policy