What features should you look for in your potential case management software? Real-time data integrations, an intuitive interface, a plethora of applications (cases from different teams), role-based accounts, and functions that enable you to audit and monitor your teams. Do you want to learn more? Then keep reading!
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The Best Features of Case Management Software in Banking: an Overview
So, what are the key features of a case management system, and most importantly, why do you need each of them? Take a look at our list below.
Real-Time Data Integration
Real-time data integration is not only a trend in case management; it’s one of the features you should look for in dedicated software. Why? It all goes down to the quality of service.
With real-time integration, your agents and supervisors always work on the most accurate data. This way, you avoid the potential for duplicating cases (for instance, when the customer reaches one customer service agent, hangs up on them, and then calls another one), reducing the number of work. At the same time, you are sure that the resolution to each case is the best one possible.
Intuitive Interface
Why is an intuitive interface so important as a feature of case management software in banking? The easier your platform is to use, the less time you will spend training your employees. This is critical in areas like customer service, where some roles (e.g., CS agents who are students) have high turnover rates. With an intuitive platform, your experienced employees will spend fewer hours on training every time a new batch of employees joins your bank, which translates to significant savings in the long run.
Different Applications
You might want to improve customer service metrics with your case management in banking. Or, your goal can be to enhance productivity in specific departments of your organization. There are a plethora of uses, and the software you select has to offer them all.
Otherwise, you won’t have the versatility to make a big impact on your organization. Thus, make sure that you can use your case management tools for various types of tasks and workflows in banking.
Role-Based Accounts
Each employee might play a different role in your organization, and the features of a case management system they use needs to reflect that. You need to be able to divide them based on their position (and rank), giving them different levels of authorization.
For example, a regular agent should be able to see only their own cases. On the other hand, their supervisor should be able to see all of them plus cases from other agents plus their own cases. The first two should be available for overview and performance monitoring.
This is just one instance of why role-based accounts help. Another one is related to automation. With role-specific accounts, you can automate the process of moving a customer case to a more experienced agent (or the supervisor), reducing the time your team would need to do this manually.
Monitoring and Evaluation Features
One key element of an effective case management system is monitoring the performance of your teams, improving the procedures, and ensuring that your employees follow the guidelines. Therefore, you should use software that offers helpful features for this purpose.
For example, our LiveBank24 platform comes with a module for recording and monitoring digital channels. How does it work? Relevant recordings are included with each case. Your supervisors may then listen to them at any time, whether to investigate a customer’s complaint or evaluate an agent’s performance.
Workflow Management
Finally, case management software for banking should have features that enable you to combine this process with workflow management. This way, you will build the ultimate system—one that you can weave automation into.
Do you need cutting-edge case management software?
Learn more about our LiveBank platform and how it can power up your case management. Contact us now and discover what we can do for you!
Features of a Case Management System in Banking. The Takeaway
We have shown you the most important features to look for in your case management software. Armed with this knowledge, you are ready to research the market and get to know the available solutions. Or, you could opt for our LiveBank platform—it will boost your case management and comes equipped with a plethora of other functions (e.g., biometrics for automated digital customer onboarding) that will help you optimize your operations.
Do you want to learn more? Read our entry on using the LiveBank case and workflow management module!
