Getting Started: Managing Multiple Cases

The true power of Case Manager lies in its ability to help you manage extremely high volumes of active cases. By utilising the advanced features of Case Manager you will be able to achieve productivity levels which will be impossible to achieve without Case Manager or a similar system. We will briefly touch on some of the advanced features of Case Manager.

Workflow

Case Manager is designed to automate customer engagement processes efficiently, even when managing tens of thousands of active cases. Its robust workflow engine ensures that each case progresses smoothly through the necessary stages. On a daily basis, Case Manager automatically manages the workflow, identifying cases with due instructions and directing them to the appropriate agent for action. This seamless automation helps maintain consistent engagement and ensures that no case falls through the cracks, enabling your team to focus on high-priority tasks and deliver timely responses to customer needs.

Diary

The Electronic Diary in Case Manager is an essential tool that helps agents stay on top of cases with due instructions. It organizes and tracks all upcoming actions, ensuring that nothing is overlooked. For certain instructions, like printing documents or sending SMS Text Messages, the diary can execute these tasks in bulk with minimal human involvement, streamlining the process. However, for more interactive tasks, such as making phone calls or completing specific actions, agents will actively engage with the case to complete the instructions. Supervisors can also leverage the diary to monitor all due instructions across cases assigned to their team, ensuring that workflows are on track and properly managed.