Conflicts and concerns are part and parcel of every company. But how an organization handles cases of conflict determines its worth. To efficiently manage cases in the office, managers often take the help of case management solutions.
Case management is an integral and vital aspect of managing a business today. It helps managers deal with various complex tasks such as tracking employee concerns, handling customer complaints and screening candidates.
Case management not only increases employee productivity but improves the customers’ service experience, in turn setting your brand apart from others. As a study by Walker claims, customer experience overtakes product and price as the key brand differentiator at the end of 2020.
The 6 Core Tasks of the Case Management Process
A case management process is a series of tasks undertaken to convert a complex issue into a manageable step by step process and workflow. It involves six core tasks that managers must follow:
The first step of the process is determining if the case in question requires the case management services in the first place. Case managers must first determine if the issue can be easily resolved or truly benefit from the extensive case management process.
In this step, the case manager will collect and analyze relevant data and information from the client. The primary objectives in this phase are to identify the client’s specific needs and interests, determine their expected target outcomes, and create and develop a comprehensive care management plan suited to the specific case.
The open-source CRM solution by Crust offers managers a 360-degree overview of customer history, including all the client interactions. This helps case managers assess the needs of the clients better and devise ways to deliver prompt solutions.
3) Risk evaluation
The risk evaluation phase involves classifying the client’s problem according to 3 varying categories; low risk, moderate risk, or high risk, depending on the level of intervention that the case requires. This step will help case managers to determine the degree of urgency of the case so that an all-inclusive plan can be made accordingly.
Now that you have determined the client’s needs, requirements, and expected outcomes, you must establish specific short-term objectives. Additionally, you can set long-term objectives and execution methods. A multidisciplinary, time-specific plan to achieve these objectives should then be finalized and authorized by the client as well as adhering to legal and ethical guidelines.
Studies show that 51% of the people claim that they will never do business with a company after just one negative experience. To mitigate negative customer experiences, proper case-management plans must be kept in place.
After the case management plan has been authorised and finalized, it must be executed. In this phase, the case manager will organise, secure and modify resources and services to implement the plan. The case manager will also have to closely monitor if the methods chosen are effective and efficient.
6) Outcome evaluation
In the last phase of the case management process, care managers must collect feedback, review, analyse, and assess if the outcome was effective. During this phase, clients, customers and employees will provide feedback on the implemented change. If they express frustration or reduced productivity due to the changes, a new strategy will have to be developed.
Effective communication is an integral part of this phase. Thankfully, Corteza’s case management solution comes with enterprise-grade messaging features as well as Jitsi, the video-conferencing platform.
Crust- the perfect CRM platform to execute case management processes
Crust’s Service Solution app offers the perfect case management solution, which comes with automation tools, message templates, and page builders. And the best thing: it’s entirely built on top of the Corteza low-code platform. So, adjusting it to your specific needs is a breeze.