Using Online Portals as part of your Case Management Strategy
In areas as diverse as insurance claims, conveyancing, medical and social care, legal case handling or the penal system, successful case management frequently requires close co-operation with a range of external collaborators. Timely completion also benefits from making information and documents available quickly to all parties involved in the case handling process.
Online portals can play a valuable role in facilitating the flow of work and help deliver “customer” satisfaction, as well as reduce service costs and improve work efficiency in case handling. UK based DCS Ltd can develop online portal for all users involved in case management which benefit from the latest document management and workflow automation technology.
A fully cloud-based portal implementation is also available, helping you avoid adding to your IT infrastructure, while ensuring full integration with in-house systems.
Portals for agents, service providers and remote case collaborators
Online portals provide a useful means to link up all the parties involved in processing or resolving a case. Common information can be quickly made available to all parties without having to contact each separately. The portal can also be used as a central information resource for all those working on your cases, including access to reference materials, standard guidelines or contact directories.
Here are some examples of the benefits of case management portals
- Upload instructions and documents for retrieval by case handlers
- Enable collaborators to review case files online, update information and append documents
- Provide automated updates on case status
- Implement automated case allocation procedures
- Allow interaction between different service providers to help resolve case issues faster
- Give managers remote access to digital dashboards providing reporting on case progress and productivity
- All portal transactions can be logged and audited
Portals for clients, claimants and other “case subjects” – information on demand
An increasing number of people now expect online portal facilities to be available, preferring the convenience and flexibility of this mode of interaction.
DCS can help organisations with case management operations set up self-service portals to improve their service offering to “customers”. The portal facility will allow customers to log in and retrieve information relating to their case.
Benefits of customer portals
- People who are the subject of cases can check on case progress without having to pick up the phone
- Reduces inbound call volumes to case handlers
- Forms can be submitted directly from the portal
- Allows comments to be logged
- Can include access to knowledge bases, fact sheets or common issue pages which can help save time, improve service efficiency and service provision
- Can include access to self-assessment tools and other resources