Sofon Case Organizer

Generally speaking, organizations that deliver services with a long duration record all their agreements and communication with their customers in files. The desired content of a 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.

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.

Sofon Case Organizer offers a combination of file management and workflow, employing a unique concept in which it is not the organization but the file that is central. A file plan is recorded for each type of 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 file.

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 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.

Case Organizer’s strength is that it allows users themselves to model and adapt file types. A new product that calls for a new type of file therefore requires no customization and can be quickly configured. Adjustments within existing file types – resulting from changes to legislation, for example – can also be implemented directly without the need for customization.

Case Organizer works in combination with the other Sofon Guided Selling modules and can be integrated with existing systems.