Case management includes the process of identifying, recording, analyzing, monitoring and resolving an information-centric work item. It includes the collection of appropriate data, the adherence to internal processes, and the related communications required to resolve a case.
“Cases” are used across many industries and may be called many things: Questions, Issues, Incidents, Requests, and Work Orders are a few of the alternatives used. We most often see “cases” used for the following work types:
| Work Types | Examples |
| General questions or education | FAQs, “Contact Us”, Product Recalls, Warranty Registration |
| Investigations to be conducted | Claims management, fraud, HR incidents, inspections, quality issue/failure |
| Service requests to be fulfilled | Service Requests, Customer onboarding, contracts, parts/software upgrades |
| Incidents or issues that must be resolved | Customer call center, IT Help Desk, facility work orders |
The objectives of case management include effectively and consistently collecting initial case information, providing efficiency and consistency by managing the required processes through workflows, and empowering employees to quickly resolve cases by providing knowledge management through knowledge bases, documents and templates.
Does your organization need case management?
To determine if your organization can benefit from case management ask yourself these questions:
- Do we have a consistent process for handling cases?
- Are we capturing/recording our case interactions consistently?
- Can we recall customer interactions and know exactly what happened and when?
- Are our processes providing the best possible service while remaining flexible and efficient?
- Are our employees enabled to solve problems with a complete view of all the information they need to complete their work?
If the answer is “No” to any of these, could be the solution for you.
Microsoft Dynamics 365 for Customer Service enables your organization to address a range of business challenges and manage unpredictable, information-centric work by providing:
- Case Capture and Management
- Business Rules and Workflows with escalations and queue management
- Integrated Task and Activity Management
- Knowledge Management with suggested resolutions
- Templates for Customer Response Management
- Case Visibility and Operational Reporting
Here are 5 improvements we have seen when companies implement case management with Microsoft Dynamics 365:
- Improved customer continuity with a complete view of case information. No longer is some information missing, or written in cryptic notes on the customer record. All dates and times are recorded along with all interactions to ensure continuity.
- Smoother handoffs and effective collaboration. With critical information and supporting content instantly accessible on the case, organizations see increased collaboration and a reduction in repeat work.
- Consistency of data in a single interface. Rather than having to toggle between systems or manage spreadsheets, users remain in Dynamics 365 logging activities, adding notes and updates, delegating tasks, and scheduling events.
- Improved visibility and control.Reporting dashboards and audit trails of all activities increase transparency, support compliance, and help organizations identify opportunities for improvement.
- Increased productivity and adherence to processes. Integrated workflows and business processes ensure the appropriate data is collected and the correct process is followed allowing users to understand and manage cases faster.
Microsoft Dynamics 365 for Customer Service is a powerful system for unifying the way your people manage cases and customer interactions. It provides the consistency and visibility required.
In this post, we provided an overview of Case Management and the many benefits. In our next post, we will give an overview of the specific functionality available in Case Management.
Read next post: Overview of Case Management in Microsoft Dynamics 365 for Customer Service
If you are interested in evaluating Microsoft Dynamics 365 to start the conversation.
By Cullen Hunter, Crowe
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