Case Management System: What Should You Know (Technical Guide)

Case management systems let a company collect and organize customer service interactions that occur on any channel. The system tracks each case to resolution and beyond. A modern case management system pulls customer requests into a database, where customer service agents can view and respond to them.

Case management tools allow agents to categorize and manage requests. Other team members can also review cases and resolutions and aggregate information to help the company improve products and business processes.

What is a Case Management System?

Case management systems are software systems that allow you to keep track of all the client data you need to deliver effective programs and services.

They allow you to compile vast amounts of information that can be accessed easily and quickly (more so than paper-based filing systems or Excel.) They can also perform some data analysis tasks automatically, saving you time and reducing errors.

Different case management systems offer different functions. They also differ depending on the industry they’re designed to support.

Moreover, B2B SaaS companies are at the forefront of providing customizable and industry-tailored case management solutions, empowering organizations to harness data effectively and streamline operations.

For example, a law firm would need a case management system that manages billing; a healthcare organization may want a system that simplifies patient intake and identifies high-risk patients; and a government agency may want a system that helps analyze the connection between their programs and the impact in the community.

What are the components of a case management system?

Intake

This is the initial step in building strong case management. It involves a meeting between a client and a case manager where the latter gathers the maximum information possible by discussing it with the client, identifies their needs, and documents it in PlanStreet's intake form and case management software.

Needs Assessment

This step involves the details gathered during the Intake stage using PlanStreet. The manager's responsibility during this stage includes making an understanding with the client to have an in-depth knowledge of upcoming challenges and to know more about their goals to provide efficient services.

Service Planning

The case manager, considering every resource and information gathered by the client in previous steps, takes action and supports the client's requirements. The manager must plan each step and set targets and goals for the team using PlanStreet.

Monitoring and Evaluation

Every service delivered to a client must be properly evaluated and monitored with time using PlanStreet. By doing this, one can ensure the level of satisfaction and feedback of a client. Evaluation is essential to know how your service has made an impact on your client.

Automation and efficiency allow your team to buy back highly coveted time to spend with clients. Optimizing your billing, scheduling, and state-of-the-art Power BI analytics reporting is one of the many reasons why PlanStreet is the right software for your organization.

Why is a case management system important?

Case managers often work with dozens of clients and collect hundreds of data points. Keeping track of these interactions and metrics can only be easy with the help of reliable tools like case management systems.

A case management system stores your client information in one place, making it easy to do the following:

Increase productivity. Rather than manually inputting data and managing your operations from multiple spreadsheets, employ a case management system to streamline the process. That way, your staff can log activities, make notes, delegate tasks, and schedule events within the same intuitive interface.

Create reports. Client progress and other metrics can be easily tracked and displayed using the reporting tools in case management software. This gives managers and other senior employees an overview of how the organization is performing and helps pinpoint improvement opportunities.

Collaborate between caseworkers. Information in the management system is automatically made accessible to employees working on a case, allowing for increased accountability and effective collaboration between different teams or departments.

Reach out to clients. Caseworkers can send communications directly to their clients using their case management software. These communications are automatically tracked, so you never have to worry about missing important details.

With case management software, you’ll spend less time keeping track of your tasks, lists, notes, and deadlines and more time building meaningful connections with your customers.