Written by Ana Canteli on 21 February 2020
People in a wide variety of roles and sectors require access to the information they need where and when they are.
This is especially important for those people who need to make decisions based on information that is continuously updated, either because they work in collaborative environments for operational reasons or for workflow requirements. All of this makes it difficult to anticipate changes.
The key to success lies in providing people with a work environment, intimately linked to the context in which they act, where information is not so present when they do not need to see it, but is available when it is essential. Thus the employees of an organization will be able to access the appropriate information, to make a call at the moment they have all the necessary data, not only to make the request they demand; if not also be prepared to answer the possible questions that may arise during that call or meeting.
The necessary technology to properly execute these types of decisions can be a document management system, which is a reliable tool for all members of the organization. Good document management software helps any company apply case management in an organized, solvent, and cost-effective manner. Case management is an approach applicable to any organization in any sector. With case management, we can better manage customer demands, internal procedures of the organization, its relationships with suppliers, interest groups, etc. Also, it allows better management of cases that pose a risk of conflict or litigation.
The term case management has different meanings, depending on who speaks the term and their role.
Initially, the term case management arose in the United States at the end of the 70s in the health sector, when Congress realized that many patients were discharged without adequate monitoring or evaluation of their needs, which increased readmissions, with the consequent risk of chronic issues. Thus, nurses, doctors,insurance agents and lawyers are more accustomed to the term case management. Also, tickets used in technical support services or customer service can be considered cases. Public institutions that publish contests to obtain products and services can treat the preparation of tenders as cases; As well as pharmaceutical companies that plan to launch a new product, following the strict requirements and regulations of the sector, can consider the project as case management. The case, depending on the context, can be a person (patient or client), an object (in the case of products), or a data set (such as a support ticket or a request).
Case management is a professional and collaborative process that evaluates, plans, implements, coordinates, monitors, and assesses the options and services required to achieve an objective (be it customer satisfaction, compliance with laws or regulations, or product creation). It uses the communication and resources available to promote the achievement of the objectives set without undermining the quality and profitability in support of the “triple objective,” to improve management, improve the experience at the global level, and reducing costs.
Case management is routinely used in incident management in service providers of all kinds. It is especially suitable for companies that manage sophisticated manufacturing processes; or for organizations that consider the development of new products and want to start a research and development process with guarantees. To undertake the creation of any new product or service is an ambitious goal, which in many cases involves significant investments in human and financial capital. Whatever the process, case management guarantees control over who has done what and when. However, the role of the document management system in case management is much more than an audit trail.
The OpenKM electronic document and record management system are capable of working with any business content, including documents or files, but also images, videos, emails, chats, and others. Case management triggers the execution of the necessary actions to obtain automatic responses in the most common processes: document capture, zonal OCR application, use of automatisms. All this helps to ensure compliance with internal procedures, regulations, and laws applicable to each business. Also, case management supports detailed analysis when it is necessary. The OpenKM case management system not only helps to manage content, but it also helps to transform the way we work.
We can consider the use of case management models thinking of work as a case. Work is similar to a case when each work item requires unique management, which involves complex interactions between information, people, transactions, and the monitoring of the policies or regulations necessary to offer an optimal result.
Think for a moment about how difficult it is to make the right decision when there are many interconnected variables. This is why case management exists; make the results of complex decisions as fair, efficient, effective, and optimal as possible.
There is no universal definition of case management, nor is there a single way to approach their management as it depends on many factors - the organization, the sector, the different actors that participate in the environment in which the company operates. But programming an organizational plan will always help us benefit from it.
With OpenKM, your organization can implement a case management system, appropriate to the context in which it operates. The architecture of the OpenKM document manager allows the transparent integration of the program into the company’s software suite.
In addition, the system parameterization is complete, so that the company can implement the most convenient case management model, and even update it over time.
If you want to know more or see how OpenKM can help you, don’t hesitate to can contact us.
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