September 3rd, 2019 • Case Management
Case management is a process that allows companies to reach optimal results for clients. It’s the coordination of business services on behalf of a case, usually an individual customer. More than ever, it plays a vital role in the business workflow as companies shift towards a more customer-focused landscape.
Any interaction with a customer is a case. By 2020, customer experience will replace price and product to measure brand success–a change that resulted from the digital age, particularly in the onset of social media. For instance, customers now have the power to draw attention to a brand through online reviews and ratings. Many companies today pay attention to maintaining or improving such ratings. For this, case management renews itself as a customer service strategy.
The impact of technology-led companies to seek and apply mobility to their business processes. To keep up with changing technology, companies employed the assistance of online case management tools.
A case management tool is computer software that allows organizations to store a great deal of client information and consolidate them into one database. Under this system, case managers can regulate cases without having to organize data using spreadsheets and paper.
Case management tools create a more efficient business. They track down all information about a case and arrange it into one place. Using this system, case managers can view all interactions entering from diverse platforms.
A case management tool can also categorize and manage all incoming, on-going, and outgoing transactions. As such, using a case management system enables better business.
With a case management tool in place, it’s easy to view customer profiles, purchase history, and previous transactions. A database that contains pertinent information about a case is helpful in creating solutions and providing more informed answers. Moreover, customers no longer need to redo the standard procedures of identification.
A case management tool further streamlines real-time information to decodable reports. Accounts that are readily available upon request provide further insights into customer activity and engagement. With this, knowledge workers can course through solutions much faster and take quick actions.
Case management tools prompt users to collaborate with one another. Together, they can provide context about specific situations. They can receive and send updates and even initiate tasks to accomplish. With a myriad of ideas stored in one place, organizations can find the most appropriate answers to high-priority issues.
Most case management software is cloud-based and feature an array of tools. Knowledge workers can use the system anytime from any device, improving work productivity and customer care. With this type of service, customers receive answers quicker and will likely continue their patronage.
Using analytics, case management tools also create rules and policies that adapt to external factors. Such feature empowers employees to change their business processes to keep up with the changing environment. The system further makes event processing methods available for review and action.
The best case management tools contain personalized customer care, smart self-service, and a cloud-based system that’s compatible with all devices. Moreover, they provide long-distance service that’s available any time of the day. Here are seven of the best case management tools this 2019.
When it first started, ServiceNow focused on ITIL-based service management solution. Now, it offers various cloud-based solutions to an array of industries. It promises to deliver digital workflow and drive every aspect of its clients’ digital transformation. It also joins existing forces and competitors to provide a single view of all systems in a given IT service community.
Jira is a task management tool for software development teams. It treats projects as products of collated issues that users can manage in multiple ways. As an issue tracking system, it helps users assess given situations and prioritize them accordingly.
Kissflow is a cloud-based software platform that takes a lightweight approach to the business process. It allows users to create, customize, and design multiple business applications. Moreover, Kissflow’s simplified interface makes it popular among non-technical users. Without coding and complex mapping, they can even create an application in just 15 minutes.
Appian provides a low-code development platform that combines work automation and data management. Its drag-and-drop functionality is convenient for users and creates solutions faster. Appian’s most marketable feature is its ability to constantly transform applications in line with the shifting external factors.
Alfresco is an open platform that controls the content, optimizes processes, and streamlines collaboration.
Comidor bridges people, data, and processes through enterprise collaboration, project management, sales automation, business process management, and rapid development.
Pega offers business process automation and aims to increase returns on investment by maximizing productivity. Pega also offers both low-code and no-code environments, which allow users to develop applications with ease. It further delivers a model-driven approach that produces a collaborative work environment.
All seven case management tools provide intuitive interfaces that are easy to grasp. As such, these allow users to navigate through the platform confidently.
Some low-code platforms, such as Appian, Kissflow, and Pega, find favor among non-technical users as they require minimal coding knowledge.
Pricing is often the determining factor for sealing the deal. Some case management software cost less. For instance, Kissflow charges $9 a month per user and even offers a free trial for non-credit cardholders. Jira’s pricing is also straightforward and manageable. It charges only $10 a month for up to three agents.
Alfresco, which has a free version, typically offers custom quotes. Similarly, Comidor, which starts at $16 a month per user, offers a free trial version.
Other systems are better investments for big enterprises. ServiceNow’s Express version starts at a whopping $10,200 a year. Meanwhile, Appian offers three pricing schemes: a free trial edition, an application edition that charges $90 a month per user, and an enterprise edition that charges $180 a month per user. Pega offers a special quote for every client, which starts at $200 a month.
Each case management tool offers support during business hours. Alfresco, Comidor, and Appian all provide live support through phone and email. Pega provides support through phone and their online community. Kissflow, on the other hand, offers available support through chat, training, and tutorial videos.
In addition to web and email support, ServiceNow also provides a support line that operates 24 hours a day for seven days for the entire year. Meanwhile, Jira offers an array of standard and premium support options.
For many companies, choosing a case management platform is a big step. With a variety of tools out there, the right one depends on the demands of the enterprise.
For example, large companies can benefit from ServiceNow’s scalable and efficient platform. The system, which is designed specifically for big enterprises, can withstand the pressures of the IT industry. Setting up the system alone already does 75 percent of the work.
On the other hand, companies who would like to focus on tracking issues and bugs are more inclined to use Jira. As such, Jira is also popular among big organizations, which handle thousands of issues in a day.
Those who wish to develop software quicker with customized workflow could benefit from low-code platforms, like Kissflow, Appian, Pega, and Comidor.
There are many case management tools out there and selecting the right one depends on your unique situation. Try Kissflow today and see if it fits what you need!