Investigations form an essential part of business operations for almost every organization. No matter the type of business, whether an insurance firm, financial institution, tech service provider, investigative workflows rule them all. Investigative case management involves gathering evidence to arrive at a conclusion. It is a type of goal-driven process which requires the caseworker to be meticulous with details.

Investigative cases are best handled with a robust case management solution. Here are some examples of the types of cases it helps with:

Ticketing
Helpdesk
Flexible order management
Service requests
Bug/issue tracking
Incident management
Claim processing
Patient lifecycle management
Sales pipeline management

The 3 steps to effective case management

As complex as cases get, they typically follow three steps that drive them to resolution—Creation, Investigation, and Resolution.

The first step in investigative case management is to open a ticket to register the customer complaints. The case worker can then decide the appropriate course of action and determine the route the issue has to take for resolution. Based on the severity, the case worker also determines priority.

Case investigations often involve collaboration with multiple teams. As the process of investigation progresses, case managers are able to derive context that they are then able to use to make smarter decisions and bring about resolution.

The end goal of every investigative case is to derive outcomes that align with the service level agreement of the organization. The aspect of resolution involves the prompt closure of tickets, effective customer communication and appropriation of follow-up action that boosts customer satisfaction and longevity. 

The Advantage You Need

An efficient investigative case management process requires a combination of dynamic human thinking and automated workflows. Employing an automated case management system comes with a host of advantages such as improving accuracy and improved efficiency. Here’s why you need a specialist solution:

Contextual Decisions

Case management require a knowledge-based approach. It involves a lot of data gathering, and caseworkers need access to all of this information to make vital decisions across the various steps of the investigation.

Team collaboration

Case resolution requires real-time collaboration between teams handling various aspects of the investigation. This is why it is crucial to use a platform that allows case investigators to work together and share insights.

Single Interface

Investigative cases require the derivation of context. Without it, caseworkers cannot take cases to resolution. And for this, case handlers require information to be organized in a single place for ease of access.

Timeliness of events

Investigative cases are mostly time-bound and SLA driven. For optimal outcomes, the various steps involved in an investigation have to be completed promptly yet with the highest level of accuracy.

Unpredictability

Investigative case workflows can be quite unpredictable. The emergence of new information can change the entire course of an investigative case. This is why you need an extremely flexible case management tool to handle them.

Customizability

There are many pre-built solutions in the market. Every business enterprise has unique requirements—and a pre-built solution may not always fit the needs of the organizations. Companies often retro-fit their operations to the solution.

Smart workflows with Kissflow.

Productivity

Investigative cases require caseworkers to pull data from multiple sources, have information readily available at hand, and analyze them quickly and efficiently. Organizations require a solution that speeds up investigations and promotes productivity.

Security

Most investigative cases involve handling sensitive data and materials, so there is a need for case management solutions that allow you to limit access and monitor access for different categories of users. This way, caseworkers only have access to the information they need.

Customer communication

Throughout the process of case investigation, there is a need to keep customers in the loop about findings and the eventual outcome of the investigation. Maintaining transparency is essential to ensure that customers are satisfied with investigation outcomes.
  • Contextual Decisions

    Case management require a knowledge-based approach. It involves a lot of data gathering, and caseworkers need access to all of this information to make vital decisions across the various steps of the investigation.
  • Team collaboration

    Case resolution requires real-time collaboration between teams handling various aspects of the investigation. This is why it is crucial to use a platform that allows case investigators to work together and share insights.

  • Single Interface

    Investigative cases require the derivation of context. Without it, caseworkers cannot take cases to resolution. And for this, case handlers require information to be organized in a single place for ease of access.

  • Timeliness of events

    Investigative cases are mostly time-bound and SLA driven. For optimal outcomes, the various steps involved in an investigation have to be completed promptly yet with the highest level of accuracy.

  • Unpredictability

    Investigative case workflows can be quite unpredictable. The emergence of new information can change the entire course of an investigative case. This is why you need an extremely flexible case management tool to handle them.

  • Customizability

    There are many pre-built solutions in the market. Every business enterprise has unique requirements—and a pre-built solution may not always fit the needs of the organizations. Companies often retro-fit their operations to the solution.

  • Productivity

    Investigative cases require caseworkers to pull data from multiple sources, have information readily available at hand, and analyze them quickly and efficiently. Organizations require a solution that speeds up investigations and promotes productivity.

  • Security

    Most investigative cases involve handling sensitive data and materials, so there is a need for case management solutions that allow you to limit access and monitor access for different categories of users. This way, caseworkers only have access to the information they need.

  • Customer communication

    Throughout the process of case investigation, there is a need to keep customers in the loop about findings and the eventual outcome of the investigation. Maintaining transparency is essential to ensure that customers are satisfied with investigation outcomes.

Smart workflows with Kissflow.

Bottomline

Case management investigations are sensitive and have to be handled correctly and with the highest level of efficiency. How you manage them has a significant impact on business operations and how customers will perceive your business. Kissflow Workflow is a robust case management tool designed as an all-in-one solution that simplifies the investigative flows and requests seamlessly. Using a workflow automation tool like Kissflow greatly improves efficiency, helps caseworkers make better decisions and boosts customer satisfaction.

Here’s what our customers are saying

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“As an organisation, the word Kissflow is now synonymous with quality and staff of all levels have embraced the platform and all speak highly of it.”

Craig Buck,

Warwickshire College Group

“Kissflow improved our global incentives program by reducing time and eliminating errors. Our international nominees are thankful for the quick process!!”

Brian Trier,

Dominos

“The beauty of Kissflow is how quick and easy it is to create the apps I need. It is so user-friendly that I made exactly what I needed in 30 minutes.”

Oliver Umehara,

SoftBank Telecom

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