Pen and paper, Excel, and email only get you so far. If you need a secure, scalable way to manage customer data and every piece of work around it, a case management system is the answer. Here’s how to choose one that fits.
Start with your features#
- Map existing processes and talk to the people who run them
- Document requirements, then prioritize them by importance
Key features to evaluate#
- Workflow flexibility: Can you customize case types, plans, and events without code?
- Cloud or on-premise: Understand security, availability, backups, and maintenance tradeoffs
- Time and billing: Track time, expenses, and invoicing to inform revenue and pricing
- Customer portal: Secure file sharing and uploads for faster collaboration
- Import/export: Bring data in easily and take it back out when needed
- Document management: Centralize documents with templates, email integration, and audit trails
- Process automation: Automate reminders, follow-ups, and templated communications
Budget realistically#
- Feature-rich access for multiple users has a cost—plan for it
- Cloud options typically include backups, updates, and security in the price
Choosing the right case management system comes down to adaptability and total cost. Have experiences to share? Reach out via email or Twitter.