So, What Exactly is Case?
When it’s about service management, a case seems to be a record that represents a single incident of the service. Based on the nature of your organization, you can take ‘Case’ either as an ‘incident’, ‘ticket’, or ‘customer request’.
Within Microsoft Dynamics 365 implementation, a customer can place as many cases as required. And the employees of your company can view all those cases at a specific customer’s record page. They can also know the status of the case, whether it is open or closed.
Who is Case Management for?
Case management is for any company that is planning to promote effective workflow ordering. This is most essential to law firms, healthcare organizations, offices, social service organizations, and many more. Any company that operates within customer helpdesk, bug tracking, ticketing, incident management, customer requests, and more, can use Case Management.
However, all these situations require humans to resolve a case through a set of workflow steps until it is resolved. So, many companies can use case management and transform their business operations.
Why is Case Management Essential to These Companies?
Case management means keeping your customers happy and making them feel special and important. On the other hand, it also means empowering employees by providing them what they need to get their job done right.
Companies proceed towards case management when they need flexibility and control in their customer service operations. This eases out the decision-making process and issues management.
Having an effective case management system also enhances visibility and enables people to check in and see the live status of any case. Knowledge workers can also expect desired results no matter how much variation is there in the processes.
Overall, case management is the perfect combination of productivity, automation, adaptability, digitization, and visibility. So, the companies that use case management can be heavily benefited from its outstanding capabilities.
Top 12 Capabilities of Case Management
Case management automates, accelerates, and streamlines business processes with efficient storage of information. It boosts decision-making by providing the right information to the employees as well as customers.
Implementing an efficient case management software comes up with a lot of benefits and advantages with the following capabilities
- Reducing human errors with more accurate data entry.
- Building effective workflow around humans and data by eliminating the inflexible processes.
- Reducing the costs, risk of errors, and hassles occurring due to the paper-based work.
- Promoting automated case initialization and live-tracking of its entire life cycle.
- Indexing and storing data of each customer at the customer information record page. This data can be reused and repurposed across an entire enterprise.
- Incorporating data of any format from all external and internal sources.
- Enabling easy search and organization of the content.
- Creating easy to share client output documents.
- Allowing caseworkers to analyze and create regulations, processes, and business policies without requiring any help from the company’s IT department.
- Creating personalized dashboards to stay notified for real-time alerts.
- Carrying out proactive monitoring to enable fast decision-making and let the employees embrace sales opportunities and mitigate risks better.
- Getting higher real-time insights and visibility into each case.
How to Fix the Issues with Cases?
When working in case management, the main objective of a customer representative is to resolve the case. Resolving a case can be done with various approaches.
Some cases don’t need any additional resources or research to be resolved, while others need special approaches to fix them.
Let’s assume if a customer service representative is unable to immediately resolve a case. The next step he/she would be performing is to do research on the specific subject. This helps them identify how other CSRs fixed similar cases.
- Telephone Calls
By implementing Microsoft Dynamics 365 for Customer Service, companies can smoothen up their case management with sheer ease. Check out below and learn more about the wonderful features of the Microsoft Dynamics 365 Case Management platform.
3 Amazing Features of Microsoft Dynamics 365 Customer Service
Whether deployed in the cloud or through on-premise deployment, Microsoft Dynamics 365 platform covers all services that your company needs. When implemented effectively or leveraged efficiently, this platform comes up with all tools to deliver a high-quality user experience.
The benefits of the Dynamics 365 are far beyond the wall of your customer service department.
Let’s have a look at the top features and advantages of implementing this platform to ensure seamless operations :
1. Case Management
- Efficient analysis of customer types.
- Automate case assignments based on customer research and the most suited product type among a wide range of other factors.
- Track service level agreements and other entitlements to ensure that the services that you’re providing are suitable for your target audience.
- Smart case management also enables employees to track that all cases are handled in a timely fashion. Also, they can send automated reminders, create escalation procedures, approval procedures, and out-of-the-box workflows.
- The cases can be managed easily by individuals or teams with personalized views and dashboards.
- Promote self-service capabilities more and more to empower your customers, so they can manage their own cases through a web portal.
- Help employees to close cases more effectively with a powerful knowledge-based integrated directly within the CRM system.
- Help your employees expand their knowledge base.
- Enable automated customer support to provide instant answers to customers for every possible query or doubt they might have.
3. Smart Scheduling
- Let your team effectively schedule and manage the workflows with a centralized view of both service calendars and resource availability.
- Easily create, schedule, and manage appointments.
- Leverage advanced analytics and business intelligence capabilities to measure and track the effectiveness of your service department.
- Get out of the box service reporting through AI embedded tools.
- Easily segment your data with customizable, built-in real-time dashboards.
- Analyze the data more smartly to make better decisions.
- Evaluate the performance of all individuals, teams, business units, and employees at different organizational levels.
All these wonderful features of customer services make Microsoft Dynamics 365 case management a powerful product of the Microsoft Dynamics suite. To get a more precise picture of how Microsoft Dynamics 365 customer service software can improve your business, get in touch with us. One of our certified CRM consultants will discuss your business goals and guide you through how Dynamics 365 can help you realize them.