Complex Cases
Are Now Simpler
Streamline your complex investigative cases with Kissflow Workflow
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The 3 steps to effective case management
As complex as cases get, they typically follow three steps that drive them to resolution—Creation, Investigation, and Resolution.
Create
Investigate
Resolve
The first step in investigation case management is to open a ticket to register the customer complaints. The case worker can then decide the appropriate course of action and determine the route the issue has to take for resolution. Based on the severity, the case worker also determines priority.
Case investigations often involve collaboration with multiple teams. As the process of investigation progresses, case managers are able to derive context that they are then able to use to make smarter decisions and bring about resolution.
The end goal of every investigative case is to derive outcomes that align with the service level agreement of the organization. The aspect of resolution involves the prompt closure of tickets, effective customer communication and appropriation of follow-up action that boosts customer satisfaction and longevity.
Contextual Decisions
Case management require a knowledge-based approach. It involves a lot of data gathering, and caseworkers need access to all of this information to make vital decisions across the various steps of the investigation.
Team collaboration
Case resolution requires real-time collaboration between teams handling various aspects of the investigation. This is why it is crucial to use a platform that allows case investigators to work together and share insights.
Single Interface
Investigative cases require the derivation of context. Without it, caseworkers cannot take cases to resolution. And for this, case handlers require information to be organized in a single place for ease of access.
Timeliness of events
Investigative cases are mostly time-bound and SLA driven. For optimal outcomes, the various steps involved in an investigation have to be completed promptly yet with the highest level of accuracy.
Unpredictability
Investigative case workflows can be quite unpredictable. The emergence of new information can change the entire course of an investigative case. This is why you need an extremely flexible case management software to handle them.
Customizability
There are many pre-built solutions in the market. Every business enterprise has unique requirements—and a pre-built solution may not always fit the needs of the organizations. Companies often retro-fit their operations to the solution.
Productivity
Investigative cases require caseworkers to pull data from multiple sources, have information readily available at hand, and analyze them quickly and efficiently. Organizations require a solution that speeds up investigations and promotes productivity.
Security
Most case investigations involve handling sensitive data and materials, so there is a need for case management solutions that allow you to limit access and monitor access for different categories of users. This way, caseworkers only have access to the information they need.
Customer communication
Throughout the process of case investigation, there is a need to keep customers in the loop about findings and the eventual outcome of the investigation. Maintaining transparency is essential to ensure that customers are satisfied with investigation outcomes.
Bottomline
Investigation case management are sensitive and have to be handled correctly and with the highest level of efficiency. How you manage them has a significant impact on business operations and how customers will perceive your business. Kissflow Workflow is a robust case management software designed as an all-in-one solution that simplifies the investigative flows and requests seamlessly. Using a workflow automation tool like Kissflow greatly improves efficiency, helps caseworkers make better decisions and boosts customer satisfaction.
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“As an organisation, the word Kissflow is now synonymous with quality and staff of all levels have embraced the platform and all speak highly of it.”
Craig Buck
Warwickshire College Group
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Dominos
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Oliver Umehara
SoftBank Telecom
