7 Amazing Features of

Automated Case Management

Case management is an important aspect that deals with customer interactions involving complex requests & long duration tasks with the company. It is critical to the work of customer serving organisations but it is often paper-driven, manual and affected by errors, causing the delay with poor management visibility. A balance between managing existing cases & the new incoming requests is a must, and that should be done in a way that nothing goes ignored. Every case, every customer involved, every piece of information should be in place and accessible for its most efficient solution. iTouchVision with this view has its case management software designed to help the enterprises utilise their workforce in the best way to handle each case.

Summarising the key-features of the bespoke case management solution –

1. Case lifecycle management

Automated workflows, logical rules & end-to-end process management helps to have a 360-degree view of the solution. With the use of customised form templates and workflows, cases are created, stored and managed in real-time. The logical workflow and the streamlined processes save the employee time & focus on their business tasks. It also facilitates to update status, set priority and send an e-mail to the concerned person.

2. Dashboard & Reports

Automated time recording is one of our distinguished features, designed for professionals who need to track time in order to monitor workloads and auditing for legal matters. The powerful reporting suite of case management software enables to have reports to be defined and scheduled to run at intervals, delivered in a format ready for publication for further manipulation. The user-configurable reports give more detailed analysis and dashboards for the visual representation.

3. Centralized data

A centralized private cloud that will maintain all the data and be accessible to the workers inside the office & the ones going out in the field. The sharing of data in a systematic way helps in real time access. Any updates made by the person associated with that particular case is reflected instantly. Any additional documents and attachments related to the case are stored in the central database & available at the fingertips. This facilitates quick & easy access to the correct information. It also makes easy to determine all the cases associated with a particular contact at any point of time to assess whether there are any conflicts or areas of risk. Service requests and cases can be linked together with relevance.

4. User configurable forms & fields

Every enterprise has their own requirements of different fields to capture the case information. iTouchVision’s case management software gives the flexibility to design your own case form with no special expertise. The set of details that will empower the company workforce to handle & solve the case is easily incorporated using this software, which is made available on all the platforms to record the data.

5. Security and Role Based Access Control

The right person should access the right data & do the required function; this requirement is met with our Role-based access control mechanism that ensures the security of the software. iTouchVision is having the cloud-based platform with secure access via 256 Bit SSL encryption. With respect to each user’s roles and permission levels; along with collaborative tools including task lists, deadlines, alerts and threaded discussions that improve case worker productivity, the views are tailored to simplify the management.

6. Multi channel platform

It is becoming an obvious thing for the enterprises to make use of various mediums to deal with customers & synchronise with the workers. Our case management software lets the field workers to access the information via their mobile phones, iPads on Android, Windows & iOS platforms with our mobile worker apps. The data recorded from any source is instantly synchronized with the back office time.

7. Third Party Integration

Our Case management software is developed finely to integrate with any other system to accommodate the need of the enterprise. The case management software in consideration here also supports Active Directory for smooth user management with proper authentication and authorization. Take, for instance, HR case suite developed by us automates the approval system according to the hierarchy in the directory & permissions as per RBAC.

iTouchVision has been involved in developing the case management platform that can handle a variety of cases, including service requests, incident management, investigations, applications and other regulated transactions for all private and public sector enterprises.

Contact us for a free demo to understand different aspects of case management empowered by technology.

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iTouchVision is one of the world's leading cloud-based service provider with innovation & excellence at its base. The company has made its presence in all business verticals with its technical & operational capabilities to enhance the working of private & public sector organisations. Our products, ranging from Web-based software to Mobile applications have made their mark globally to transform the way work is completed.