What is case management?

Case management is actually a broad term that can include a variety of things. In short, it is a way for a company that manages a large amount of information to be able to divide its cases into different categories and systems to facilitate and assure the quality of work.

For example, for companies working against a large group of customers, customers can be a specific matter. In this case, customer support is often an important part of the company's ability to keep its customers, and within the customer service or support, a custom case management system can often be required. This is for managing, saving, categorizing, but also following up and evaluating the customer service provided within a company. Today, there are a variety of systems and methods that facilitate handling of different issues, for example in the area of customer service, but also within several other areas of an organization.

Case management for customer service

If your customer service is currently via email or phone without saving, listing or following up, there is a risk that customer service will not develop, which can lead to negative consequences for the company. Therefore, the task important in customer service, and therefore it is also good for any kind of case management systems implemented in the business.

However, before you obtain a software for handling cases, it is important that the case process is planned and structured in a good way. Plan before obtaining software for case management:

● What does your flow of issues look like today?
● Who will follow up on case management?

Make a claim specification for case management of customer support even before a system is implemented. For example, it may be good to do a preliminary study before the system is implemented correctly. Also, remember to determine who or who in the workplace will be responsible for the system and how to handle it, so that the cases are checked, followed up and evaluated. Working closely with customers and keeping track of what their perception of good service is of course very important, since it is ultimately about their experiences and feelings of your service.

We can do case management!

Our effective case management system has over 30 features to improve customer support and brings together all your customer conversations in one and the same place. Please book a free demo with one of our specialists.