Case management is about managing some issue or opportunity from first contact through to satisfactory completion – which is clearly intrinsically wrapped up with customer relationship management (CRM).

Many organisations don’t have time to worry about cases – they are flooded with phone calls and the only priority is to complete the call as quickly as possible to keep the queue sizes within acceptable levels.

Unfortunately this misses the point, as many calls can be avoided by providing a better response the first time – something which can be measured if a case-oriented view is taken and reported as a first call resolution rate. Furthermore, many calls could be avoided by better customer care, improved business processes and proactive and timely communications to keep the customer informed or cajoled to take action.

Simply by taking a customer and case perspective it is possible to dramatically improve customer satisfaction and first call resolution, reducing inbound call volumes and reducing contact centre costs.

Unlike many CRM solutions that nororiously require years of effort to configure, numero features intelligent, self-building CRM capabilities which are inherently linked with effective case management. Using numero’s in-built customer and case detection functionality, each call (or any other type of contact) is automatically linked to the correct case and the correct customer record whilst simultaneously updating customer information and case status.

With a case centric view of the world, numero can proactively manage cases through a defined lifecycle, responding to inbound events and communications and automatically generating outbound events and communications as defined in numero’s business rules engine.