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Case Management Tools: Key Features, Functionality, and Use Cases

Keeping track of individual cases can be a challenge for any business, but it’s especially tricky the more complex your cases are. From customer support requests to workplace safety incidents, complex cases call for more dynamic case management tools.

Case management software enables your team to resolve cases faster and provide a better customer or employee experience with built-in workflow automation, analytics, and integrations with other tools. But because case management processes vary by industry, you’ll need to choose one that’s the right fit for your needs.

Here’s what you should know about case management tools, and how to use them to streamline claims management, incident management, and other HR processes.

What Are Case Management Tools?

Case management tools are software systems that centralize the information related to each request or incident in a unique case file. Case management practices contrast with business process management (BPM), in which the focus is on recurring or repetitive tasks that don’t vary significantly from one situation to the next.

Although case management tools may incorporate workflow automation, they allow for greater flexibility in responding to individual cases and making decisions. You can use case management tools to keep track of business insurance claims, handle customer service requests, solve employee relations issues, and more.

Key Features of Case Management Tools

Case management tools vary from one industry or use case to the next, but they tend to have some features in common. Here are the most important features to look out for.

Document management

Any business that handles individual cases knows how quickly documents can pile up. From paper forms to online spreadsheets, organizing all of the information related to a case can be tedious and time-consuming. Even worse, data silos may mean that your team members don’t have access to case information when they need it.

With online document management, you can store customer or client information in a single repository, making it easier to search for and access documents. Whether you’re collecting evidence for a workplace investigation or requesting medical documentation for a leave of absence request, case management tools allow you to store information safely and securely where only authorized team members can access it.

Workflow automation

Workflow automation is the practice of automating repetitive tasks that don’t require much or any human oversight — such as filling out forms and sending out reminder notifications. Case management tools can help you streamline business processes, giving team members more time to focus on resolving complex cases.

Business process automation (BPA) can be used alongside case management for employee onboarding, claims processing, financial operations, and more.

Team collaboration

Simple cases can be handed off from one team member to the next, but more complex cases may have a dedicated case manager who sees each case through to completion. For example, a workers’ comp case manager will support an injured worker’s recovery by coordinating with insurers, healthcare providers, and other stakeholders.

Case management tools should provide messaging and communication features that allow for convenient sharing of information and collective decision-making.

Reporting and analytics

The best case management systems offer advanced reporting and analytics tools that allow you to monitor individual cases or track trends in your total caseload over time. With Pulpstream, you can use claims analytics to monitor trends related to business insurance claims, such as the frequency of claims by month, type, or age group. 

Look for case management tools with custom dashboards so you can choose which metrics you want to pay attention to and generate intuitive reports in real-time.

How to Choose the Right Case Management System

Case management tools: manager talking to her employee

A case management solution can help you resolve cases efficiently, improving customer satisfaction and streamlining the employee lifecycle. But which case management tools are right for you? Here’s how to compare your options and make a smart decision.

1. Identify your use cases

First, determine how you want to use your case management platform. A law firm in the market for a legal case management solution will need a different set of features than a non-profit looking for a task management or project management system.

Even within a single sector, solutions can vary. You can use a human resources (HR) case management solution for everything from workers’ comp claims processing to leave of absence management.

Consider a customizable platform like Pulpstream that can handle many types of cases. You can use our custom rules engine to ensure you comply with employment laws like  the Americans with Disabilities Act (ADA) or industry-specific regulations.

2. Compare functionality

Functionality refers to the features of your case management system that go beyond what types of cases it can handle. Case management software solutions range from on-site systems to cloud-based platforms that you can access from anywhere. Some tools also offer API integrations that allow you to connect them with other pieces of software, such as your customer relationship management (CRM) software.

If you have employees in the field, you may want a system with a mobile app that they can access remotely. Or, you might want to set up a self-service portal that employees can use to view the status of a case or update documents. Pulpstream offers both of these features, helping you save time and empower your team members.

3. Consider pricing and onboarding options

Many case management tools offer user-based pricing, which means you’ll pay a fixed rate per month based on how many employees are using the system. Others may offer custom pricing for large businesses or enterprises who need a custom solution.

Another thing to consider is how easy it will be to roll out your new case management solution. Does the platform offer a demo or have an onboarding process? Pulpstream offers a free demo so you can get an up-close look at how it works in just 30 minutes and decide whether it’s right for you and your team.

Whichever platform you choose, it’s important to get buy-in from all stakeholders, so be sure to ask your team what features they’re looking for in a case management system. Don’t roll out your new system overnight — instead, come up with a timeline that will allow everyone on your team to get up to speed at a reasonable pace.

Simplify Case Work with Pulpstream’s Case Management Tools

HR managers interviewing an employee

Case management solutions allow you to take a case-based approach to customer and employee requests and workplace incidents. Instead of relying on rigid processes and analog document management practices, case management tools combine digital file storage, collaborative messaging tools, and integrations with other apps so you can streamline workflows and centralize case work using a single platform.

Pulpstream’s dynamic case management platform allows you to manage cases from anywhere with a user-friendly interface that’s accessible from both desktop and mobile devices. Intake any kind of case data, including photos, audio, and even eSignatures, and set up email and SMS reminders to keep your caseload moving forward.

Our low-code platform is designed with non-technical users in mind. You can customize your workflows with a drag-and-drop editor, view reports and analytics on-demand, and reuse templates to save time. Assign case ownership automatically, contextually route your workforce based on skills or location, and set privileges based on user roles.

Pulpstream’s case management tools provide modularity and agility to facilitate case resolution. Schedule your demo today to see it in action and learn more!