Case management is the process of identifying, recording, analyzing, monitoring, and resolving information-focused work items. It includes collecting appropriate data, adhering to internal processes, and communicating as necessary to resolve a case.
The term “case” can describe a variety of work types:
| Work types | Examples |
| General questions or education | FAQs, “contact us” submissions, product recalls, warranty registrations |
| Investigations | Claims management, fraud, HR incidents, inspections, quality issues |
| Fulfillment activities | Service requests, customer onboarding, contracts, parts upgrades, software upgrades |
| Incidents or issues to resolve | Customer call center requests, IT help desk requests, facility work orders |
Objectives
Case management objectives include effectively and consistently:
- Capturing contact and other information relevant to the case
- Accessing knowledge in databases, documents, and templates
- Diagnosing needs and wants
- Managing required resolution processes through workflows
- Resolving cases quickly by empowering employees
5 questions to consider
To determine if your organization could benefit from a case management solution, consider these questions:
- Does the organization have a consistent process for handling cases?
- Are case interactions captured and recorded consistently?
- Are interactions with customers – specifically, what happened and when – documented and accessible?
- Do current processes help employees provide outstanding service while remaining flexible and efficient?
- Do employees have a complete view of the information they need for solving problems?
The solution
If the answer to any of the questions above is “no,” consider the Microsoft Dynamics 365™ for Customer Service solution. The solution is designed to help organizations address a variety of business challenges and improve data consistency. Features include:
- Case capture and management
- Business rules and workflows for escalations and queue management
- Integrated task and activity management
- Knowledge and document management with suggested articles for review
- Templates for customer response management
- Case visibility and operational reporting
5 potential benefits
Users of Microsoft Dynamics 365 for Customer Service can more efficiently manage cases and customer interactions. The solution also can help organizations:
- Improve customer continuity. Users gain a complete view of case information because documented interactions, along with dates and times, automatically post to the case timeline. This improves internal communication and enables other team members to more easily serve customers when necessary.
- Smooth handoffs and collaborate more effectively. The solution enables users to instantly access critical information and supporting content, which can help improve collaboration and minimize repeat work.
- View data in a single interface. Rather than toggling between systems or managing spreadsheets, users can remain in Dynamics 365 to log activities, delegate tasks, schedule events, and add notes and updates.
- Improve visibility and control. Dashboards and audit trails are designed to increase transparency and support compliance, and they help users identify opportunities for improvement.
- Increase productivity. Integrated workflows and business processes help users understand and manage cases more efficiently by collecting appropriate data and following consistent processes.
Visit CroweCRM.com for more information about Crowe CRM services for Microsoft Dynamics 365 software. Have a question or interested in evaluating the CRM functionality in Dynamics 365? Contact us today.
Microsoft, Microsoft Dynamics, and Microsoft Dynamics 365 are either registered trademarks or trademarks of Microsoft Corp. in the United States and/or other countries.
