Dynamic Case Management

Overview

WNS-Vuram’s Dynamic Case Management system allows the organization to handle their cases to be organized, focused, efficient, and effectively.

1. The solution lets you gather all issues from end-user case reporters into one common system where you can categorize, assign and resolve all these issues effectively.
2. Issues and requests can pour in from multiple directions. Gathering them, creating cases, organizing, assigning, resolving, and other related actions can prove to be a hassle, resulting in poor issue management without a streamlined process which can prove to be costly and time-consuming.
3. Enterprises need a system to manage the way businesses prepare for and respond to cases coming from multiple channels.
4. It is becoming crucial for organizations to have a case management system in place to ensure they can stay in control of issue management effectively.

Here’s a glimpse of what Dynamic Case Management System can help you with:

1. External party complaints can come through various channels like email, voice, and chat. The solution provides the organization with one central location to store and track all data such as contact information, case notes, history, client communications, and logs.
2. The solution allows the initiators to get full details about every issue within an organized workflow. This leads to a quick resolution of requests and the best customer experience.
3. Take prompt actions on cases with a bundle of tools that help the case approvers to resolve cases at ease, that includes uploading and managing documents, adding quick notes, configuring diary reminders, reassigning the case to other users, and sending emails to case reporters.

Key Features & Functionality

1. Auto-create case based on Emails - Cases can be auto-created whenever an email comes into the mailbox.

2. Multi-Channel Case Reporting - Create cases via different intake channels such as email,voice, chat and other possible modes.

3. EFFECTIVE CASE HANDLING - Resolve multiple categories and subcategories of cases, manage documents, add notes, configure diary reminders and perform actions as part of the case workflow.

4. Case Design - Easily configure dynamic forms with different field types based on categories and subcategories that helps in configuring different forms for case categories.

5. CUSTOMIZABLE WORKFLOw - Set up your own workflow with dynamic forms. Configure workflows different assignees preference and related permissions such as approve, reject, re-assign, send back, and cancel.

6. INSTANT COLLABORATION - Quickly clarify queries with other users across the system. The queries can be looked for in the future reference.

7. CASE ANALYTICS AND REPORTING - Get detailed analytics and reporting capabilities. Track the case resolution time, resolver’s performance, monitor the agent activity, status of cases, and various other metrics.

8. Email Templates - Configure dynamic email templates as part of the workflow configuration and outside workflow at a solution level.

9. Task Escalation - Quickly create workflow task escalation based on a defined number of days.

10. Generative AI - Auto-generate AI-enabled output for case description and performs sentiment analysis on case issues.

11. Language Configuration - Available in multi language settings and also configurable language settings for dynamic forms.

Benefits & Business Impact

• Easy case intake - End users can reach out through various channels to create a case that leads to an omnichannel experience.
  
  

• 360 Degree view of cases - Get an overview of all case information from a single dashboard and get information on every detail of the case, document, calendar event, notes, and audit log.
  
  

• Improve communications - Set permissions to protect sensitive case details, and communicate with clients via email, and instantly collaborate with peers for any clarifications.
  
  

• Case Design - Get Approval Task as part of the workflow step to review or approve the request

• Seamless Integration & Flexibility - Integrate the application with any other tools or platform to exchange data.

• Reports & oversights - Built-in reports help you track cases, overdue diaries, the average time taken to resolve a case, and more