How To Choose A Case Management Software?

Proper case management is integral to any business and, luckily, there is now a range of software out there to help.

Here, we will discuss some of the more important features of case management software.

What Is Case Management?

Case management is all about collaboration, monitoring, investigating and evaluating issues, risks, threats, misconducts and other events that may impact your business and your employees. For example, consider whistleblowing. You need to make sure you have a safe case management system in place to protect whistleblowers and facilitate confidential communications. 

Proper management ensures that quality and cost-effectiveness are synonymous with your brand. But, this requires technology that promotes healthy communication and smart resource management.

Here are 8 considerations to make when choosing a case management software: 

1. Who is using it?

You want to go for a program that supports multi-user access. This way, you can delegate tasks instantaneously. In addition, all necessary stakeholders can have constant access to important updates.

2. Is it easy to use?

You should choose software that is easy to learn and use. Complex systems are inefficient and can require more training. Keep things simple for your employees and stakeholders with an intuitive, easy to use platform.

3. Accessibility

Accessibility should be the name of the game. To ensure good accessibility, you need cloud-based software, which will be hosted on your chosen vendor’s server. This means your case management software will be accessible anywhere, on any device - provided there is an internet connection. 

On-premise hosting is an alternative. But, it limits accessibility as it will only be available on the company’s premises, on company devices.

4. Security

Case management involves a lot of sensitive data. To protect your customers’ privacy, security needs to be a top priority. Ensure that the program has stringent security measures in place that meet the data security standards of your country.

5. Integration opportunities & customisation option

You want to go for a program that is easy to integrate with your other business software.
You might use case management software to handle customer feedback or to conduct internal investigations. Whatever your requirements, you should be able to customise the interface to best suit your needs!

6. Features

Other important features to look out for include: 

• Easy case management through a centralised database
• Case tracking capabilities
• Case follow-up features
• Communication tools

Being able to handle cases with these features will massively improve communication and collaboration - promoting the efficient handling of each case.

7. User rights and user management

Every necessary stakeholder should have access to case information. But, access needs to be controlled. For this, you want to ensure that your software has role-based access capabilities. This way, you can set access privileges for various job roles.

8. Support

If anything goes wrong, or you require assistance with any features, you should be able to contact support services. You want a service provider with 24/7 support so that you can speedily resolve any obstacles.

Final thoughts

Case management software helps your organisation to resolve issues more effectively. It ensures that cases reach the right people so that they can be managed more seamlessly. 

Make sure that the case management software you choose is easy to use and can integrate well with your business systems. 

Are you looking for a tool to improve end-user involvement, case management as well as other reactive reporting processes in your organisation? Falcony | Observe ticks all the boxes for low-threshold reporting, analytics and follow-up actions. Is easy to customise, enables real dialogue and a lot more.