Value from the outside-in: Customer-focused case management solutions

Woman showing man info on a tabletWho really benefits from case management capabilities?

Many conversations about case management solutions tend to focus on an organization’s knowledge workers—those who use their knowledge and discretion to make decisions and move dynamic work forward. And it’s easy to see why. For these employees, case management capabilities make their lives easier, giving them a com­plete view of the information they need. Work is faster and more effective, tasks are streamlined, conversations are tracked and managed, key data and documents are accessible.

But in addition to your employees, a critical stakeholder of effective case management is the actual recipient of the service—the customer, patient, student, cli­ent, constituent. For people outside your four walls, better case handling and access to information in context means reaping benefits like more personalized service, faster incident resolution and more accurate investigations.

3 keys to effectively embracing case management

The customer is at the center of a suc­cessful case management solution approach. How can you think from the outside-in to improve your customers’ experiences?

  1. Identify opportunities to improve.

Think about your key processes, people and departments that are customer-facing. How can you improve these relationships and better manage the information that supports them? Look for areas where employ­ees manage important customer-, student- or constituent-related information with scattered spreadsheets, network folders or siloed depart­mental databases like Access or Lotus Notes— all of which can cause service, security and response times to suffer. Consider the “gaps” that exist in your daily work—areas that your major business applications can’t fully support.

Once you’ve found these, you’ve identified opportunities for a better case management ap­proach. Determine which areas most directly impact the customer experience, and start there.

  1. Choose a solution that allows you to be nimble.

When it comes to case-driven solutions, you could have your developers build applica­tions via custom coding or purchase multiple point solutions, each specific to one process. However, custom-coded applications take lon­ger to build and are difficult to change; point solutions, while effective for one use, can’t be easily extended to other areas of your organization or tailored for specific customer needs.

A content-enabled rapid application devel­opment platform equips you to be nimble, benefitting both your business and your customers. Rather than spending time developing from scratch or go­ing to RFP for each point solution, you can point-and-click configure case management applications that connect all your information and supporting documents. Faster, more tai­lored applications equate to faster, more tailored solutions to your customers’ needs. Point-and-click configuration also allows you to more eas­ily adapt existing applications or add additional applications over time as requirements and priorities change.

  1. Consider the future.

Think about your long-term goals—things like more personalized customer service, fast­er incident resolution, more comprehensive and accurate investigations. As your organi­zation grows and expands toward these ob­jectives, will the tools you choose today be able to grow and expand as well?

You’ll also want a solution that can scale and shift with changing business and customer needs, seamlessly extending to other processes, departments and users. Your software vendor will become a longtime strategic partner, so be sure to select a vendor that has industry-wide recognition and experience with case-centric applications.

Finally, think about your employees who interact with external stakeholders on a daily basis. They want a better way to get work done and tools that help them rapidly resolve issues, track customer information and manage rela­tionships. An ideal solution should empower them with a complete view of all key data, documents, notes and other information surround­ing a case, allowing them to better serve and ultimately retain your customers.

Are you ready to embrace case management? Download the KMWorld Best Practices in BPM & Case Management Whitepaper to learn more – including how the University of Notre Dame takes an outside-in case management approach to improve the customer (student) experience.

Amanda Ulery

Amanda Ulery

In her more than five (wonderful) years at Hyland, creator of OnBase, Amanda Ulery has taken on the mission of sharing the business value of OnBase with anyone who will listen. A proud member of the product marketing team, she has a background in integrated marketing, the stubborn focus (and eye for detail) of an ex-journalist and the goal of helping the world realize how OnBase can truly transform the way we work.

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