Choosing the right case management system can be a daunting task. The pressure is on to find a solution that can improve internal processes, streamline workflows, and provide data-driven insights for informed decision making.
Whether you're managing employee grievances in Human Resources or juggling complaints in customer service, you're facing a mounting pile of case files, scattered data, and time-consuming manual processes that just aren't cutting it anymore.
But jumping on the first solution you see is rarely a smart choice — you have to consider everything from pricing and timelines to security and usability.
With so many options in the market, what should you look for when shopping for case management software? Here are the most important factors to consider, from features to logistics.
Adaptive case management capabilities (aka “dynamic case management”)
Many digital case management systems can automate traditional, linear workflows, but these aren’t useful when your workflows are complicated, unstructured, or prone to change. For instance, if you need to regularly adjust production schedules based on real-time sales data, traditional linear case management solutions are incapable of handling this.
That’s why it helps to look for solutions with adaptive case management.
Adaptive case management allows you to apply automation to complex workflows where the steps aren’t always linear or even known in advance — such as the ability to dynamically adjust the steps of patient care based on constantly changing conditions, or manage inventory levels and production schedules in a way that quickly adapts to changing demand.
Your staff needs to be able to access case information on-the-go, in order to respond quickly to client needs and make informed decisions.
Imagine a case manager at a meeting, trying to recall important information from a paper file back at the office. Or a traveling social worker, unable to update a case file because they don't have access to the office computer. These scenarios lead to lost time, decreased efficiency, and potentially even harm.
With a cloud-based case management solution, your team can access important information from anywhere, so staff members can pull up key data when needed, and even make updates that sync instantly with the rest of the system.
Easy-to-learn user interface
A new piece of technology is useless if it takes advanced training for everyone on your team to use it. Even if it might reduce your workload down the road, what happens when a new system is introduced and your team starts taking five times longer to process a single case?
A digital case management solution should feature a user interface that’s intuitive enough to quickly pick up. Easy-to-use software will save time and money in the long run by streamlining processes like billing customers, opening new cases, or entering notes into cases.
Is it secure and compliant with relevant privacy regulations?
Whether it’s customers, patients, vendors, or other stakeholders, most case information needs to stay confidential and secure — for the sake of your company’s reputation, and to avoid the legal penalties and data breach risks that arise from poor security practices.
Now that cloud software has become fairly ubiquitous, it’s usually more secure than local (on-premises) servers. In other words, it’s safer than your in-house system would be. But not all software providers prioritize security, so choose an option backed by SOC 2 Type 2 certification, and with customizable protocols so it’s ready to support regulations like GDPR and the DPA.
Does it integrate with your existing software systems?
Even the best case management solutions can be more trouble than they’re worth if they don’t “talk” to your existing software, such as a CRM, inventory management system, accounting software, or quality assurance tools.
Without good integrations, you’re working with data silos, redundant work, and a tedious process getting information from one system to another.
Look for solutions that can work with as many of your existing systems as possible — ideally from a provider that offers custom integrations, so it will even work with older or uncommon systems.
Does it provide easy-to-use data analysis tools?
Say you're a HR manager and you've noticed that it takes longer to resolve employee grievances than it should. Without the ability to quickly analyze and interpret your data, it's almost impossible to determine the root cause of the issue and make improvements.
Look for a solution that provides powerful data analysis tools that don’t take a data science background to interpret. A platform with an intuitive dashboard and visualizations can help you quickly identify trends, monitor performance, and make informed decisions that optimize your processes.
For example, customer service managers can use data analysis tools to monitor response times, track customer satisfaction, and evaluate the quality of customer service being provided. This information can then be used to make data-driven improvements that enhance customer satisfaction and reduce complaints.
Is the pricing reasonable for your organization?
With the features you’ve just looked at, and the level of customization required for complex workflows like processing claims or debugging software issues, you’re usually looking at enterprise software, which tends to come with a hefty price tag.
Enterprise-level case management software often comes with a high price tag, making it difficult for organizations to budget for it. You need to be able to justify the cost of a new case management system to a CFO, so the solution needs to match your available resources.
But this isn’t always the case. Choosing a cloud-based platform can also help eliminate maintenance costs, making it an even more cost-effective option.
Similarly, by using pre-built modules to lower development costs, 3Di Engage offers an enterprise-level platform with pricing that meets the needs of its users, making it a cost-effective choice for organizations of all sizes.
Don’t just look at your initial pricing: you don’t want to get trapped in a pricing model where costs grow with the number of users.
Remember, don’t simply base your decision on initial pricing. Platform services that charge "per user" can be a nightmare: as your organization grows, so does your monthly bill, leaving you with unexpected costs and budget overruns.
Protect yourself from this problem by choosing a digital case management solution that doesn't charge you per user. Look for a provider that offers predictable pricing based on the tools they’re implementing for you, so you can keep your costs under control, no matter how many users you have.
How fast can it be deployed?
Implementing case management software can take months, leading to disruptions to daily operations and slowing down the progress toward organizational goals. You don’t want to be frantically trying to get a new case management system up and running in time for the next quarter, only to be bogged down by a slow and complicated deployment process. Especially when the old system makes it harder to adapt to updates like regulatory changes.
Choose a digital case management solution that can be deployed quickly, allowing you to start using it right away. This minimizes disruptions and ensures that you can meet your goals on time. At 3Di, our clients love that they can get case management tools on a cloud platform that’s up and running within just a few weeks of our first meeting.
Cloud-based platforms can be deployed much faster than traditional on-premises options because they do not require the installation of software or hardware on local devices. These platforms are hosted on remote servers and can be accessed via the internet, eliminating the need for extensive setup and configuration.
This allows organizations to start using the platform quickly and reduces disruptions to daily operations — not to mention, it makes updates and maintenance much faster and cheaper down the road.
Does the vendor provide ongoing support?
Without ongoing support, you may be left to figure things out on your own or pay hefty fees every time you need assistance — imagine an HR manager who needs to integrate a new employee grievance workflow into their case management system, only to find out that they need to pay massive add-on costs just to get help.
Look for a software provider with a dedicated support team, so you have access to help whenever you need it. With reliable ongoing support, you can keep your operations running smoothly, and gradually roll out new tools into the existing system — without incurring additional costs.
Can it be easily expanded to do more over time?
Choose a platform that’s easily extensible, so you can expand on your existing software when you want new features added, instead of buying more software or having new tools built from scratch.
As your company evolves, your software needs may change, requiring you to purchase additional software or build new tools from scratch. You don’t want to have to choose between purchasing new software every time you need new features or keeping a clunky and outdated system that doesn't meet your needs.
By choosing case management software that is easily extensible, you can expand its capabilities over time, essentially making it “future-proof.” This way, you can add new features and functionalities as needed, keeping your software up to date, without having to overhaul your whole business each time.
Ticking all the boxes with 3Di Engage
As a comprehensive cloud-based platform, 3Di Engage offers case management solutions that cater to your organization's needs and budget.
With added conveniences like mobile capability and powerful dynamic workflows, 3Di Engage ensures that you are equipped to manage your cases with ease, anytime, anywhere.
Moreover, with quick deployment, custom affordability, and ongoing support that includes adding new features over time, 3Di Engage hits every mark for your case management needs. So why settle for less? Get in touch today.