Case Management
World Class Customer Service powered by Continuum™
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TEL: +44 (0) 1932 250000FAX: +44 (0) 1932 250001
Email: enquiries@charter-uk.com
Case Management
The majority of customer service solutions delivered by Charter UK ® are designed to satisfy a classic customer contact, enquiry, request, complaint handling or issue management requirement. Whatever the industry sector, whatever the key requirement; at the heart of every Charter Continuum™ system is a robust, configurable and scalable case management database. Whatever terminology and custom screens are wrapped around the core, everything achieved by a solution based upon Charter Continuum™ revolves around a case.
A case may represent a customer complaint, an IT problem, a business change request, an account adjustment request, a manufacturing defect, a lost property trace request, a request for information, a telemarketing task, a maintenance issue, materials for tracking, a refund claim, a compensation claim - the list is endless.
What is a 'Case'?
A case is a collection of knowledge concerning the specific topic in hand. Every case has a lifecycle usually including at least the following elements...
contact » create case » capture involved parties » capture classification & content » assign owner(s) » invoke workflow » perform actions » develop resolution » make outbound contact » deliver fulfilment » close
Typical Case Attributes
| Case Header - | references, audit, status (open, pending, closed etc.) |
| Case Source(s) - | involved parties |
| Case Content - | classification, actions, workflow, inbound/outbound case documents, case notes, resolution detail |
| Case Owner(s) - | agent or department responsible |
| Case Timeframe - | service level / priority driving due dates for workflow elements and case events |
Simplistically, a case is opened, worked, resolved and closed. A case may include linked documents, images, faxes, and emails. The content of closed cases remains available for history, reporting and other lookups while the involved party details remain available as entries in the customer database for lookup and reference.
In a real environment each department or customer service agent will be handling a heavy case load. Workload is sorted by priority, service levels and other criteria and is presented in order of urgency in the agent's workload diary. Agents may be assigned a controlled caseload and backlogging work may be easily reassigned before delays cause escalation.
Heavy case loads and unmanageable backlogs can become a thing of the past!
