Case Management Systems (CMS) is not just something that popped up over the new digitalisation phase we have just entered into. Slightly over a century ago, the healthcare industry was the first to incorporate case management methodologies.
However, more recently, other industries have come to see its benefit, fine tuned it and started to adopt CMS for cost efficiency purposes as well as to provide effective services to the customers.
So let’s get cracking to the very basics of what a CMS is?
CMS typically involves the coordination of after sales services activities mainly to carry out the preventive or scheduled maintenance services and also to resolve ad-hoc issues for customers effectively. It helps companies strive towards a customer-led service delivery by optimising business processes with advanced technology.
The “case” in question, involves a customer dropping in a complaint that has been opened and needs addressing by the relevant personnel within your organisation, such as Service Manager, Supervisor or Technician.
With the right software, complaints that come in can be moved through the most effective and rewarding channels. The software will also enable you to identify trends and work on improving your business structure in terms of customer satisfaction.
Large organisations with hundreds of customers can often overlook the preventive or scheduled maintenance services because of the sheer volume of jobs that the after sales service team handles on a daily basis. However, with the help of the CMS systems, the job tickets for preventive or scheduled maintenance are auto generated and assigned to the respective Technicians.
The CMS systems must be very user friendly so that the field Technicians do not require to spend more time updating the Job Sheets from his mobile phone, most of the updates must be on the drop down menu. The CMS systems must also have a dashboard with analytical data for the management to further analyse the data, eg. machines or parts that are frequently broken down, cost analysis on models which are due for obsolete and etc.
Features of NICE Case Management System:
- Centralised database: facilitates the sharing of information and encourages team collaboration, leading to the more efficient resolution of cases.
- Multi-user access: facilitates the handover of tasks and allows for appropriate escalations where necessary.
- Data analysis tools: tracking and displaying metrics will allow for the identification of trends leading to better, more informed decision-making.
