What is Case Management in CRM?

What is Case Management in CRM?

Case Management is a process for managing case documents, relevant processes, and data relationships to improve case-handling outcomes which are often available in the best CRM software. It may include handling service requests, resolving issues, and conducting investigations. Case managers enable improved navigation through complex systems to recognize autonomy, achieve mutual goals, and advocate for their clients.

In this article, we will explain Case Management in detail, discuss the role of case management in CRM software, compare its various types, and discuss whether Salesforce is a Case Management system. 

What is Case Management?

Case Management is the recording, tracking, and analysis of the processing of data, procedures, and relevant content of a case. The ‘case’ could be an issue that needs to be resolved, an investigation that needs to be conducted, or a service request that requires fulfillment.

Case Management is a holistic technique for managing non-redundant processes, and it is built to improve knowledge-driven work and enhance the output. Case Management is a collaborative practice in diverse settings ranging from social support facilities to CRM for healthcare

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What are the 4 Types of Case Management?

The four most significant types of Case Management models that can be tailored to enable more potent results are:

  • The Brokerage Case Management Model
  • The Clinical Case Management Model
  • The Intensive Case Management Model
  • The Strengths-based Clinical Case Management Model

The Brokerage Case Management Model

The Brokerage Case Management Model is the briefest and primarily focused on evaluating the requirements, referring to services, monitoring, and syncing the ongoing case. Comparatively, the case managers in this model are far less involved with the clients and instead focused on ensuring a streamlined flow of services. The services are majorly office-based, and the case manager coordinates these services.

In this model, once the client has been briefed about the benefits, they may be responsible for the method and time of using the available resources. The Brokerage Case Management Model allows the case managers to cater to multiple clients simultaneously and provides more freedom to these clients. However, there are better choices for cases requiring more attention from the case managers. An integrated CRM ERP system is considered a better choice for complex issues. 

The Clinical Case Management Model

The Clinical Model resembles the Brokerage Model regarding engagement assessment, evaluation, planning, etc. However, unlike the Brokerage Model, this Case Management Model has the additional component of interventions. In the Clinical Case Model, the case managers have a higher degree of responsibility in providing clients with a wider variety of services.

Clinical Case Managers do more than refer clients to other professionals; they execute the whole care plan. As these case managers spend more one-on-one time with clients, they can identify the gaps in their care plans and make their clients feel more supported. The downside to the Clinical Case Management Model is that due to the excessive hands-on role of the case managers, it can become quite exhausting, and with this model, there are far fewer clients on the managers’ caseloads.

The Intensive Case Management Model

The Intensive Case Management Model is designed to cater to the needs of high-service users, focusing on maintaining low staff-to-client ratios, providing hands-on help, and providing 24-hour support to clients. It aims to deliver high-quality services and offer more individual attention to the clients. This Case Management Model aims to do more in less time.

The Intensive Model case manager may regularly meet the client, determine their needs, and share caseloads with other case managers to ensure complete individual care of clients in a good CRM platform. In the Intensive Case Management Model, the relationship between the case managers and the clients is the strongest. However, some clients may find this model too stressful and intense. 

The Strengths-Based Clinical Case Management Model

This Case Management model is designed based on a client’s strengths, and the case manager is responsible for identifying and analyzing the particular strengths of a client to create a tailored care plan for them. As it is built around a client’s specific needs and goals, it has a more favorable success rate. The clients generally show more enthusiasm in the care plan.

However, the case manager can find this model demanding as it requires much work on their part, and another downside to it is that the weaknesses of a client need to be noticed in the strengths-based model. 

What is a Case Management System?

A Case Management system is software that enables a company to collect and categorize good customer service interactions across all channels and track every case beyond resolution. Customer requests are brought to a database where agents can view and respond. Customer service agents can use such a system to store and track client data from a single, central location and obtain other CRM benefits that empower the entire organization.

Is Salesforce a Case Management System?

Salesforce offers case management tools in their CRM platform. Many thriving businesses that understand the vitality of customer satisfaction make use of the Case Management system offered by Salesforce. With some configuration of Salesforce’s Case Management features, clients can streamline their support process and successfully maintain a loyal clientele. Its functionality allows users to record, monitor, and resolve customer issues across sales, services, and support. The escalation rules can be defined, and cases can be managed in queues. It is designed such that organizations of all sizes can benefit from its standard case functionality offerings. 

What is Case Management in CRM?

Case Management Systems allow clients to automate some of their CRM pipeline and processes, leading to better handling of cases and enabling client prioritization. This allows the delivery of an efficient service. As a Case Management System is integrated with the cloud CRM, user teams can access the data in real-time and retrieve any information required. This enables a faster response to customer requests and more efficient handling of the records of these interactions.

How to Choose the Best CRM with Case Management Tools

To choose the best CRM with Case Management tools, it is essential first to be aware of your unique requirements. Some crucial steps for making the right choice include checking whether your customer data needs are currently being centrally managed, whether most of your cases typically follow a fixed path, and determining the status of the current collaboration between all the stakeholders in your circumstances.

Depending on the answers to these questions, you may browse and shortlist options for Case Management tools, check reviews, and run trials with vendors to find the best fit for your business. 

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