Dominique F.
dominique[at]interactes.be Human relationship improvement at home and at work... that works
Best hosted case/claim management solution ?
What is according to you the best hosted solution for case and claim management ?
Objective is to serve a small organisation (3000 customers, 10 CSR) with a high demand on close claim follow-up.
I need the ability to build easily the workflow supporting the claim and case mgt process, and this is poorly documented on the major suppliers sites (salesforce, microsoft dynamics, zoho,...)
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Philip S.
Business Coach at Minutecoach Business Coaching | PAYG business coaching
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Hi Dominique,
This may seem a little left field but you might look at repurposing a bug tracking application, rather than those other tool if your focus is workflow, escalation / assignment, setting your own categories, cases, crossovers, boilerplates and templating, control etc.
There are some great tools around, and they provide (or provide through hooks into other software,) such functionality as code repositories, wikis etc. which can be repurposed for lessons learned, standardised responses, etc.
It depends upon _exactly_ what your envisioned workflow might be, but for those numbers (3000 customers, 10 CSR) a very flexible open-ended CRM tool such as HeapCRM would allow you to automate workflow from email received into a sequence of event templates, auto responders etc. self updating calendars, RSS feeds, etc. that would keep you replies and processes on schedule, and provide very clear, simple reporting.
In effect instead of establishing a lead, prospect, customer pipeline you'd establish a complaint, investigation, escalation, resolution, etc., etc. workflow or set of workflows.
Either of these suggestions will give you automatic filtering, multiple controlled calendars with email and SMS alerts, templated responses, ubiquitous web (including iPhone etc) access, case consolidation and multi-case (person or complaint across multiple categories, with linked contacts across multiple cases, for instance) and very detailed reporting.
And they'll cost less than other inflexible solutions, so you can spend your development money on sorting out the processes and content rather than paying for the platform.
Have a look at HeapCRM and Jira. Heap particularly is very flexible at a great price, which is why I use it.
Note though, Dominique, the HeapCRM link is an affiliate link, so just cut the end off and go direct if that 'bugs' you. DO go and look at the HeapCRM videos and the Jira video - I'm sure you'll see the possibilities.
If you'd like to extend the conversation, please feel free, I'm happy to help on interesting stuff!
Philip
Links:
Hi Dominique, Bart told me about your problem and I currently have a customer going through the same market research, but it's hard to find a package that suits all their needs. They can find one for internal ticket and claim management, but not to support customer's tickets. During their market analysis, they have seen many packages. Having agreed on SAP's functionalities, they are now analysing SAP's Solution Manager and are currently discussing licensing rates with SAP themselves. The part I am not sure of weather it is covered or not is if SAP will constantly monitor and reschedule cases with the fastest due date. Meaning that a case with a lower priority initially can have reached due date; while a case with priority I is not. Nevertheless, the good thing is that SAP's solution manager is ITIL based, which is important for my customer. We will assist them in their implementation. If you need some help, feel free to shoot me an e-mail.
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Tim J.
Senior Portfolio Manager at Blue Cross and Blue Shield Association
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Dominique,
Salesforce has very robust capabilities for support management, including features for self-help (such as a searchable knowledgebase) that can reduce the load on your CSRs. Customers can acess this functionality through your own web site with very little work on your side. Hosted software is also very affordable because there's no infrastructure to maintain. I agree that the documentation could be better; perhaps you could locate a local consultant to help you with customizations?
You could also do a web search for help desk software. There are many hosted options here as well. Unless you have very specialized needs, I would again recommend hosted over client-server for simplicity and cost-effectiveness. In this category, you might look at http://www.webhelpdesk.com.
Mike M.
Co-Founder at Dermapen
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COMPLETExRM Customer Support - Help Desk module offers enterprise features like those found in Heat, Remedy, Siebel and Footprints.
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Cheers,
Mike
