Sofon Case Organizer
Generally speaking, organizations that deliver services with a long duration record all their agreements and communication with their customers in case files. The desired content of a case file depends on the type of product or service that is supplied. Examples of long-term products include: mortgages, pensions and other products from financial service providers. Other examples are service level agreements relating to physical products.
Role based process steps
In many cases the process that you go through to reach an agreement is a complex one. A number of different parties are involved on both the supplier’s and the customer’s side. The various steps in the process are often allocated to certain roles, while other roles have responsibility for supervising the process steps to be performed.
Case file management and workflow combined
Sofon Case Organizer offers a combination of case file management and workflow, employing a unique concept in which it is not the organization but the case file that is central. A case file plan is recorded for each type of case file, indicating which steps need to be completed and who may carry them out. Each step may involve recording or approving documents or answering one or more questions. It is also possible that a user may only be able to carry out a step once one or more other steps have been completed. On the basis of their role, all employees can see in their to-do list which actions are required of them and in relation to which case file.
Events determine action
A characteristic feature of the way in which Case Organizer works is that steps are not always completed in a fixed sequence. After all, during the period for which a case file is active all manner of unplanned events can occur, such as a person moving house, a change in the composition of the family or changes relating to employment and/or income.
No customization required
Case Organizer’s strength is that it allows users themselves to model and adapt case file types. A new product that calls for a new type of case file therefore requires no customization and can be quickly configured. Adjustments within existing case file types – resulting from changes to legislation, for example – can also be implemented directly without the need for customization.
Integration
Case Organizer works in combination with the other Sofon Guided Selling modules and can be integrated with existing systems.