Case Management

A customisable and comprehensive client and case management solution with a high degree of automation for small to medium sized organisations.  The following key areas are managed by the data recording and processing functions within the solution.

This component provides a highly functional data repository for the extensive recording of demographic details relating to all persons and organisations which interact with the business. Key features include

  • recording of person/organisation(client) demographic data with the ability to extend the profile by additional configurable attributes
  • highly functional search, filter and enquiry tools
  • recording and searching for associated person/organisation names (e.g. maiden, alias, previous, company and trading names)
  • management of configurable client codes, relationships, lists and tables
  • protection of confidential data via a granular security model and audit trails
  • support for integration with external databases to help ensure the currency of the client demographic data.

This component extends the CRM capabilities of our base product by providing a tightly coupled case management component. Examples of the configurable case management data include following for each type of case defined within the system

  • user defined case attributes, workflow and timeliness data, assessment templates and checklists
  • pre-defined precedent document sets for document/email generation and recording
  • interaction types (e.g. calls, meetings, visits, file notes, documentation received etc.)
  • free-text summaries, case notes and cross references to other cases
  • special instructions plus remedies and undertakings
  • files/documentation received and dispatched
  • response clocks/reminders, key dates and compliance times

The following management tools provide excellent visibility of workloads and controls to ensure compliance with business processes
  • dashboard programs to allow easy monitoring of open cases
  • highly functional search, filter and enquiry tools
  • generation of email alerts to designated distribution lists for cases linked to persons/organisations of interest
  • extensive audit trails and enquiries for changes made to case data
  • in-depth data mining facility for extracting detailed statistics relating to cases opened/closed within nominated date ranges
  • ability to quarantine cases by only allowing access for nominated parties

This component is tightly integrated with Microsoft Word and Outlook to provide automated generation and recording of both documents and emails/attachments (sent and received). Main features are

  • construction of precedent document sets based upon Word templates including an extensive set of merge codes to allow for automated population of documents/emails content
  • ability to prompt for user defined variables to be referenced within the generated document
  • recording of the generation history with the ability to view or re-print the document/emails
  • ability to generate and import emails/attachments and store the email content in Outlook format
  • ability to categorise emails and append additional descriptions to the meta-data to assist with subsequent searching and retrieval
  • recording and linking of externally generated documents (e.g. pdf files)
  • a powerful search facility for the document/email metadata and contents

This component provides an intuitive and highly functional tool for the construction and maintenance of lists that are to be used for the generation of either documents or emails for recipients on a nominated list. A generation history log is maintained along with a copy of the template document used for the generation.

A wide range of standard reports are provided to assist with the production of monthly performance reports, annual reports and ad-hoc enquiries. The standard reports can be classified into 3 main areas:

  • matters on-hand as at a date
  • matters opened during a period
  • matters closed during a period

The report layouts for matters opened/closed generally contain details of the number of matters opened and closed during the date range along with the averages and medians for the number of days. Drill-down facilities are also provided to allow for interrogation of the raw data. Export facilities also allow for tailored extracts of the data.

An SQL-based query tool is provided for the creation of more complex queries that are not available via the standard reporting options. An additional security layer is also provided to control access over which users can run which queries. Once a query is generated, the user can perform the following functions with the result set on display

  • export the rows with a choice of standard industry formats such as Excel or PDF
  • create a Word merge document using the data from the result set
  • generate an email to the email addresses listed in the query results personalising email content with data from the result row
  • print a list of the result set

The query tool also allows for the specification of input variables that are used by the query to allow users to easily change the original selection criteria and refresh the result set.