Case Management - Comparing Document-centric and Case-centric Approaches

According to a survey conducted by AIIM, almost 75% of organisations follow a case -oriented approach to manage consistency and accuracy in communications with customers, suppliers or subscribers. Using email alerts is no longer considered the best way to drive document-intensive workflows and the best-in-class organisations manage multiple relationships involved in any one case by centralising information from existing customer management or document management systems.

For example, for processing customer claims – a decision maker would need access to all communications with the assessor, repair service providers and the customer. With a case-centric approach, all communications are available in one centralised location and will be forwarded to the right person or right stage of the business workflow so that each case is handled with speed, accuracy and ease.

Factors affecting implementation of case files 

Figure 1 : Factors affecting implementation of case files, © AIIM 2010 www.aiim.org


Sixty one per cent of companies surveyed agreed that collecting data into one centralised location was one of their biggest challenges and another 47% feel that this problem is compounded by difficulties in accessing customer data from multiple repositories and legacy systems.
 
Case management solutions such as those offered by DCS provide document and workflow management so you can securely record each transaction and maintain a digital case file that tracks each stage of the process. Cases will be stored in a virtual library where every piece of communication between your company, business partners and your client or any other third party involved is recorded, tracked and itemised. This helps reduce the cost of claims processing by improving processing efficiency and increasing first pass claims completion.

The above solutions provide organisations with a number of important benefits:

  • A complete history of every step, action and event related to the case allowing you to assess up to the minute status as and when required.
  • Easier collaboration on cases by enabling remote authorised access to complete case histories via a standard web browser.
  • Better decision making and ability to bring cases quickly and accurately to a close.
  • Storing case documents electronically means they won’t be damaged, misplaced or misfiled, eliminating manual errors and increasing case security.

To achieve a single-route access to your client cases, please contact one of our business consultants on 01753 616720, or send an enquiry using our Contact Form.

The future of case and matter document management - as predicted by the legal sector itself.