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:
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.
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.
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.
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.
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.
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.
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.
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.
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.
