CRM-based case management for large organizations
Organizations handling hundreds, if not thousands, of cases daily know what it means to be overwhelmed. Whether you’re a retail chain handling customer issues or managing client cases at through a large social services agency, the coordination of information is critical.
Managing these cases promptly and accurately is of the utmost importance to providing quality service. Let AKA help cut through the complexity and help you deliver optimal service across your entire enterprise, regardless of who you’re serving, with Microsoft Dynamics CRM.
We have architected and implemented Microsoft Dynamics CRM on enterprise-level organizations and performed very successful implementations in the public sector, including the Department of the Treasury, the Department of Health and Human Services, and the Veterans Administration (VA).
Organizations with large numbers of cases are challenged every day with managing them effectively—not only by the people and entities they report to, but also by the clients they’re serving. As clients move through to resolution, there are often multiple touchpoints with other entities or agencies. Streamlining this process assists in keeping the information visible to all caseworkers involved.
As an example, patients in medical facilities may see and be treated by several healthcare professionals, be prescribed various medications, undergo various treatments, and be handled by several caseworkers. A single system that connects all the contributing systems and sources of information ensures that everyone involved has access to the full and correct information. This integration not only fosters better communication, but it also facilitates more thorough case planning, resulting in better care and efficient responses.
AKA offers enterprise case management solutions built on Microsoft Dynamics CRM. The robust features and structure of Dynamics CRM, combined with AKA’s experience in working with organizations that manage large numbers of cases, offers some impressive benefits:
- Caseload Management – Manage caseload backlogs and re-assign cases to representatives with smaller case loads. Create queues to ensure the oldest or most critical cases are worked first.
- Scripting and Knowledgebase – Provide scripts, document repositories, and knowledgebase content to assist case workers in navigating clients through to resolution of their issue.
- Track Follow-up with Customers – Have the ability to see everyone’s interactions with your clients or customers to ensure proper handling.
- Issue Resolution – Resolve and close cases faster, route cases to responsible parties according to your organization’s rules.
Large organizations require case management software that can handle high user counts, large transaction volume, and data integrity. Case workers should be automatically notified when it is time to make contact with the client or when a client’s status is changing. Microsoft Dynamics CRM provides all this and more.
Why is AKA the right choice to partner with you to help you meet your case management challenges? We are experts in providing solutions built on Dynamics CRM. We architected and implemented Microsoft Dynamics CRM on enterprise-level organizations and have performed very successful implementations in the public sector, including the Department of the Treasury, the Department of Health and Human Services, and the Veterans Administration (VA).
We understand how much you rely on your systems to help you deliver the level of service your clients deserve and expect. We are here to help – through project management, business analysis, and requirements and process modeling—to provide you with a solution that will please everyone.