What Is a Case Management System?

Experts say the global case management software market will grow to nearly $8 billion by 2025. Moreover, the market is impressively growing at a compound annual growth rate (CAGR) of more than 12%. 

Although the software didn’t emerge until the 1990s, and it wasn’t until 2008 that the software became cloud-based, organizations have used case management systems for more than 100 years!

But what is a case management system? Keep reading as we dive into everything you need to know. 

What Is Case Management Software?

Case management software is a central location to store and track client data. It streamlines intake, tracking, and reporting. 

The data is available to different employees or users in your organization, not only the case manager, to foster collaboration in a secure environment. The client data you can include is as follows:

  • Contact information
  • Case notes
  • Appointment scheduling and history 
  • Communications
  • Billing

Organizations can install the system on their local network or use a web-based application. Web-based systems are more popular because they are available anytime and from any place with the Internet. 

A case management system replaces spreadsheets for issue tracking. Spreadsheets lack innovative features, have poor security, and have zero workflow support.  

Examples of Case Management Software in Practice

Many industries can use a case management system. One of the best examples is customer support tickets. 

First, you open the case with the customer’s name and the complaint. Then, you can collect more data to identify how to classify and handle the complaint in the most efficient way possible. 

Sometimes, the case will come to a close on its own if the issue goes away. Other times, the case will need to go through an entire workflow before reaching a solution. 

Another example is those working in healthcare. If you’ve been wondering how to manage patient cases and patient accounts, case management software is the answer. Using this system, it’s easy to store, track, and share patient information amongst healthcare providers. 

In fact, the industry has been using some form of case management long before computers were invented. Look to Australia’s National Disability Insurance Scheme (NDIS) to see how health providers utilize case management. This NDIS case management software is the perfect example. 

While these are just two examples of case management software in practice, there are dozens more you could explore. 

System Features to Explore

There are five main features of a case management software to explore. They are:

  • Intake
  • Management
  • Reporting
  • Workflow
  • Access controls

Most systems have several intake methods for complaints and reports. Having an internal online for is necessary for employees and users. But it must also have public intake methods to assist clients. 

When recording a new intake, the system will create a new case file and integrate it with other systems. It will also pull the necessary information into the file. Finally, it can notify the involved parties and assign the case to the right person. 

Management is the most significant part of the system. It has tools for:

  • Assigning tasks and setting appointments
  • Recording notes
  • Setting reminders
  • Tracking deadlines 
  • And much more

Reporting helps to identify trends and conduct risk management. A robust reporting method allows users to:

  • Create drill-down reports to dig deeper into the data
  • Assemble charts and graphs
  • Build dashboards
  • Export and distribute reports

Workflow rules guarantee users can quickly see the status of a case and that they always meet deadlines. You can set different alerts, such as when there is a new case or inactivity on a case. 

Finally, access controls provide security and confidentiality. You can restrict access to information based on several criteria, such as:

  • Role
  • Department 
  • Geography
  • Individual

Benefits of a Case Management System

There are many advantages to your organization when using case management software. Let’s discuss the top four here. 

1. Reduces Human Error

It’s easy for handwritten notes to get lost, especially when you have pages and pages of them. In addition, when using spreadsheets, it can be challenging to track all the different documents and input data correctly. 

A case management system keeps all essential data in one location, thus reducing the number of data transfers. Many systems complete tasks automatically, further reducing human error

2. Data Analysis

Some systems can go a step further and identify trends to identify how well your workflows function. The software can find relationships between cases, resolving issues more efficiently. 

Data reports will show you which methods are successful and analyze employee performance too. 

3. Organization and Productivity

When all essential data is in a centralized location, it makes organizing data a breeze. Even with massive amounts of data, the system can automatically sort and store information. 

Anything you need is easily accessible, so you’ll spend minimal time looking for it. As a result, there’s no more worrying about losing notes or missing deadlines when everything is streamlined. 

Plus, with better organization, productivity increases. Users have more time to work on cases rather than sifting through data. This improves customer support and raises profits. 

It’s a win-win for employees and clients alike.

4. Security

The best case management software keeps your files safe and performs routine backups in case of a crash or emergency.

Cloud-based software providers work with hosting companies to prioritize security and ensure your data doesn’t get into the wrong hands. This is especially vital for businesses handling confidential client data, such as those in healthcare or law. 

Invest in a Case Management System Today

It’s easy to see why a case management system is crucial for businesses that need to store, share, and track client data securely. And thus, it’s no surprise why the sector is exponentially growing as more organizations see the need for this software.

If you found this article helpful, check out the rest of the blog. We add new context daily for our readers. 


Author: Grace