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Our goal
Staff in your organisation may manage hundreds or even thousands of cases annually. Some organisations spend up to 50% of their resources on case management. Research suggests that 60 to 80 percent of case managers cannot easily find the information they need to manage their case loads. There is potential to save money and provide better customer service if you can provide an efficient and effective case management solution. Intelligent Case Management (ICM) can help your organisation streamline case management practices and provide a collaborative environment for case managers, third party service providers and customers to achieve better case outcomes at lower cost. ICM can be used to manage any case management scenario (customer service, complaint management, claims, loan origination, underwriting, health care delivery) in any industry sector (banking, insurance, public sector, health, education, utilities, telecommunications).
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Our approach
The key assumptions which underpin our approach to case management can be applied across all case management scenarios. These are:
- A virtual case folder should encapsulate all the information required to support the case management processes.
- The system should allow access to all necessary participants.
- Each participant to the case management process needs a personalised view of the case management folder and process that suits their particular role and function.
- The solution should expressly extend out to third party service providers who may provide a more cost effective or specialist service.
- The system must be easy to use and encourage a collaborative team environment between the participants.
- The system must be performance based and must provide feedback mechanisms to enable users to understand how they are performing.
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Business benefits
ICM helps our customer achieve the following business benefits:
- Cost reduction
Improve the efficiency of your staff and improve the price performance of external service providers. Benefit from the lower total cost of ownership of a software-as-a-service solution.
- SLA compliance
Automatically capture, as part of the business process embedded in the system, each participant's performance against all SLAs.
- Management information
A sophisticated reporting module provides real time reports on all aspects of the portfolio of all cases and third party supplier jobs being managed. Alerts highlight cases jobs that need management review. A performance dashboard provides real time information showing precisely how each participant (internal or external) is performing, against your key performance indicators.
- Process efficiency
Both internal and supplier staff benefit from having a streamlined and repeatable business process. All data relating to cases and jobs is in one place.
- Process compliance
Ensure that both internal and external staff fully comply with designated processes, and that rules concerning service standards, supplier billing rates, etc. are enforced.
- Better outcomes
Better access to timely information, automated task reminders and easy to use system will deliver better business outcomes.
- Optimal supplier performance
By rewarding external suppliers who perform better than their competitors by allocating relatively more work to them, each supplier will perform at their peak, on all of your cases.
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Virtual Case Folder
A significant amount of information is collected in the life cycle of a case. All this information is logically organized within a virtual case folder to ensure all users with visibility of the case can quickly and efficiently navigate the case to locate the information they need. The display and content of the virtual case folder can be tailored by user role to ensure users only see the information required by their role.
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Task Based Workflow
Automated tasks drive the business process for your staff, 3rd party suppliers and customers, informing them when actions are due. The system will automatically refresh the set of active tasks for a case whenever the case information changes. Users can also create ad-hoc tasks for themselves or other participants linked to the case as required. Users can subscribe to receive email alerts when specified system events occur or when the due date for an active task is approaching.
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Collaboration with 3rd Parties
The system can also be used to provide case and job visibility to external parties such as 3rd party suppliers and customers linked to the case. For example, work can be assigned to a panel legal supplier to provide a legal opinion on some aspect of the case. The reports and invoices of the 3rd party suppliers are loaded into the system by the 3rd party suppliers when their work is complete. Customers could securely access the system and view relevant case details and status information. This might include the key activities that have been completed, the estimated completion date/time of incomplete activities, and the contact details of users and suppliers linked to the case. Additionally, the customer could communicate with the case manager via the system's messaging system, opt to receive electronic notifications when key activities have been completed, and complete online quality reviews.
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Our solution
ICM is a highly secure web-based system that connects participants involved in the case management process. The entire business process, from initiation to completion including the allocation and invoicing of specialist work to external providers, is conducted online. There are a number of system functions that are common to most implementations and which deliver enhanced process efficiency and compliance, and substantially better management information including:
- A virtual case folder that encompasses all information relating to the case.
- A task based workflow capability that tells users when all key deliverables are due.
- A document repository that allows any file to be uploaded and shared by users connected to a case.
- A messaging system that allows secure messaging between users.
- A management reporting system.
- The ability to intelligently assign work to external providers and track the price performance of those suppliers against your KPI's.
- A competitive tendering module where you want to reduce external costs by maximising competitive tension between external suppliers.
- Online invoicing for work allocated to external providers that validates invoices at the point of entry (ensuring that the invoices do not breach your organisation's business rules).
- A performance dashboard is available to both the purchaser and suppliers. This shows the relative performance of all suppliers against the weighted KPIs, and quickly highlights where users need to improve their performance.
- Comprehensive data security and integrity controls to ensure highly sensitive data is not accidentally exposed to parties not involved in the case.
- The ability for the purchaser or customer to perform qualitative assessments of the work performed.
- The use of personalised roles and views that ensure the process is optimised for each case type and user type.
- A complete set of configuration tools that lets the customer maintain the system once implemented.
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