#58 Spreadsheets…Emails…Data Silos…. 10 signs why you should consider a case management platform

workflow & case management

#58 Spreadsheets...Emails...Data Silos.... 10 signs why you should consider a case management platform

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[00:00:00] Sascha Cutura: Welcome back to another episode of the Process and Automation podcast with the automation guys. In today’s episode, we go through the 10 signs why you need a case management solution.

[00:00:35] Sascha Cutura: So one sign is you are using spreadsheets to manage the really important and mission critical work in your company. So everyone knows, uh, spreadsheets are of course very easy to use. Everyone knows it. Installed, on every workstation, and it takes just a few minutes to really get going.

[00:00:53] Sascha Cutura: Um, but the big problem with spreadsheets is theyt just don’t scale and often they are fraught with errors, of course, when you have lots of different versions, circulating around and, someone has made a mistake deleting something. So of course plenty of errors are possible and so they can impact important decisions and information.

[00:01:23] Sascha Cutura: so, that’s one really, really good sign why you should actually move away from spreadsheets.

[00:01:35] Arno Van Rooyen: and work. Probably a good place to start in your business. If you do a lot of case management centric type activities, go and find those spreadsheets.

[00:01:45] Arno Van Rooyen: Um, uh, they will give you a clue as to where and what type of Case. Centric automation  you need to put in place. Mm-hmm. Another one to look out for is if you are drowning in physical paper for each case. Now paper reduction has some obvious benefits. , but it can also, as you would know, that most people would know it can improve your business efficiency.

[00:02:15] Arno Van Rooyen: Um, the problem with paper is that information’s flow using paper is really slow. Um, it becomes very stale, you know, and by the time it’s sort of rich or there’s a change in it, um, it, you know, it needs changing again. So it’s. Very labour intensive. You look at creating handwritten signatures and having to export data manually. Um, and to, to provide some sort of summary, print things out, scan things. Mm. Um, you know, and I think you know, what we’re saying here is that paper really hurts. The process, you know, some people say it’s more than actually, uh, the paper cuts that paper give you, right?

[00:03:07] Sascha Cutura: Mm-hmm. , , uh, I dunno, it’s just, just hit me and I thought maybe we should clarify case management slightly for our listeners. Okay. Case management, you might think about sort of legal cases, that kind of stuff, but generally when we talk about case management, um, it is not really just around that legal case.

[00:03:32] Sascha Cutura: so, it could be a process, some flow within the company, a place or even a person, all sorts of stuff so that, that. That what is, what we sort of describe as a case here, so it’s not really, really limited to legal case management, everyone might think of. And it’s, it’s pretty much everything what is a bit more unstructured in the business. So,  this is what you would usually put into a case management system. Yeah. So, I hope that that quick, uh, detour, uh, was helpful and, um, yeah, just look at the next point.

[00:04:24] Sascha Cutura: Um, so when working anywhere outside of the office, you are stuck without internet access and forced to fall back on manual paper processes. So field working teams like service technicians, consultants, and maintenance staff have previously been restricted to manual and, uh, yeah, the paper based work due to, um, connectivity issues.

[00:04:48] Sascha Cutura: But, um, with the continued development, 5g. It’s no longer necessary for those, um, teams, um, to carry out sort of the, the outdated. Style of working and, uh, even if your teams are without internet access and internet service working offline should be, should not be an issue with, um, with all the technology we have available these days with mobile applications.

[00:05:17] Sascha Cutura: Yeah. So, these outdated processes, um, are slow, inefficient, and, um, Yeah. And they are not agile and yeah, they’re very slow. Of course. Yeah. It’s really needed in the, in the new work of, um, in the new work environment really. Yeah.

[00:05:35] Arno Van Rooyen: Yeah. No, that’s a good one. Um, the next one is you often deal with what I call swivel chair syndrome.

[00:05:43] Arno Van Rooyen: And what that means is, Bouncing from different screens and tabs to find the information you need across your different systems. And this has become a problem that is getting worse every day. You know, all of us are guilty of having dozens of [00:06:00] tabs and windows and applications open at once. And you know this, this is compounded when you add Multiple screens to your desk, for example. So there’s just more place to, open up these tabs and jumping back and for forward between these various point solutions, email, spreadsheet, it’s, it’s not very efficient and you know, it,  can create confusion and lead to incorrect decisions.

[00:06:32] Sascha Cutura: Hmm. Yeah, it’s a good point. Even, uh, even with all those, uh, tabs, um, uh, yeah, and applications, it’s really difficult, um, to really find the truth of that information. And, and really that brings us to, to our fifth, um, sign. You spend a substantial amount of your time searching for that right piece of information.

[00:06:54] Sascha Cutura: Yeah. And, um, yeah, as, as you mentioned with all the tabs, uh, it’s really, really difficult. Um, [00:07:00] so you look in your crm. Emails, messages, other systems, legacy systems. Sometimes it’s really, really difficult actually to get that information out. Sometimes you have, we came across a few in the past, you actually have to log into a separate terminal, um, which was still running on this, uh, you know, these green screens, right?

[00:07:20] Sascha Cutura: Yeah. Um, so to get some, some really, really strange information from, from that. Um, yeah. You need all that information to complete a task or answer, maybe a specific question. And um, yeah, and then sometimes you find different versions of, of that data and you Yeah, it doesn’t really make it make your life easier.

[00:07:40] Sascha Cutura: So, um, and we all probably agree it would be awesome. Um, To, to do it obviously in, in a better way, um, and have all that information in one place, uh, where it’s very current and accurate. And, uh, yeah, it’s really giving you the  truth of information at any time in anywhere really. Yeah.

[00:08:06] Arno Van Rooyen: And that kind of brings me onto the next point, Um, if you find yourself, um, Uh, you know, uh, looking at your cases and there’s a, there’s, there’s a lack of, um, kind of a consistent visibility across them, you know, So, again, from a management perspective, this can really hinder your ability to drive, you know, speed in efficiency, processing these cases and, you know, just, just.

Basic understanding of, you know, what’s going on can be a very big challenge if, if you don’t have automated case management. You know, uh, for example, you know, a simple tracking question like how many people raised a particular inquiry about a specific product really turns into a nightmare. And, you know, you have to hunt for this information.

Whereas if you have automated. Case management, you know that that’s something very easy to achieve because you could just use a specific view, filter your cases, for example, by a case type or subtypes and that information is available.

[00:09:19] Sascha Cutura: Yeah, very good point. Um, yeah, the next sign, um, is. You don’t have a productive way to collaborate on details and information and resort to email messaging meetings or calls.

Yeah, that’s actually, uh, very typical all day. More, more than, uh, than than ever I would say. Yeah, internal communications can indeed be really, really tricky. Um, and really fast and ad hoc email messaging, apps, phone calls, video calls sll can leave someone out with, uh, [00:10:00] out who is vital to the project. So, um, more importantly, these methods.

[00:10:06] Sascha Cutura: Don’t really provide, uh, all the visibility to, to allow everyone see, um, how the progress is. So, um, yeah, it would be really nice if you can actually see it in maybe one screen. So, so those status updates on cases, um mm-hmm. , yeah, can, can very quickly take all, all the good, valuable time away from, from people as part of the process.

[00:10:32] Sascha Cutura: and, um, yeah. And very often these things have to be repeated over and over again to, um, uh, to other systems. Um, so yeah, it really needs that single system ideally where everyone gets the, gets the, gets a picture of what’s going on. And of course, it’s easy to very quickly hack a message into WhatsApp and, uh, teams and.

[00:10:57] Sascha Cutura: No one will find that information ever [00:11:00] again. Um, yeah. That, that can’t be a way forward, uh, these days. Yeah.

[00:11:04] Arno Van Rooyen: Yeah. And another point is compliancy might be a real concern for you. Mm-hmm. and. You know, you don’t have reliable logs to go back, uh, to support a particular case. Um, you know, looking back at how cases were handled and ensuring the proper steps were taken, you know, it’s, it’s practically impossible without reliable, well organized data.

[00:11:31] Arno Van Rooyen: Um, you know, and, and proper audits would require looking into lots of different places, different systems. Mm. And you can only imagine a number of compliancy breaches that may have occurred because the data is so scattered. So case, case management, a, a byproduct of case management is. Audited logs, which will obviously provide some, uh, compliancy peace of mind.

[00:11:59] Sascha Cutura: Yeah. That [00:12:00] really remembers, uh, me of, of, of a situation, um, um, in a financial institution. So they, there were basically requests like you would do nowadays on, on a normal sort of application. So every request was basically one spreadsheet and. And all the information and even the approvals. I think, uh, back then it was very popular to do sort of macro programming.

[00:12:22] Sascha Cutura: You had buttons even in spreadsheets, So really, really bringing, bringing application logic into the spreadsheet. But anyway, so basically you had thousands of those cases in spreadsheets and, um, and then, uh, that was fine, I guess for the normal processing. But if something was, uh, then, uh, needed for a report, uh, they had to basically go through all the different spreadsheets, compile lists out of that.

[00:12:49] Sascha Cutura: So that was a, a, um, a task for, for. Over days. Um, and then bringing in that case management systems and, and all the requests actually into that case management system [00:13:00] was just press off a button. It was a list of everything. You could say, Give me this and this and this information within, ah, no time really.

[00:13:08] Sascha Cutura: So from, from days or to, to just seconds of work. So this is, this is what a system like that can do. Yeah. And uh, no one wants to pull that information manually anyway. This is sort of work. No. Yeah. No one, uh, I think it’s a pain. Yeah.

[00:13:24] Arno Van Rooyen: Yeah. Yeah. And I suppose from a a case management perspective, all of that metrics is available, so that can all just be collated.

[00:13:35] Arno Van Rooyen: Very quickly and use useful reporting, for example, uh, management reports or operational reports. Um, another point is, um, if you feel that your data is siloed across different systems and is often outdated or inaccurate, um, that’s also a telltale sign that you, you need some digital case management in your life.[00:14:00]

[00:14:00] Arno Van Rooyen: Um, you know, and sometimes I. Even when you get your data, you feel it’s stale. Um, you tend to re read reports on what’s happened in q1, um, or data that’s, that, that was created in q1 and it’s a, a Q4 report or a report that you read in q4. So it’s, it’s really too late to make any kind of significant decisions or, or changes if the, if the data is out dated or accurate.

[00:14:32] Arno Van Rooyen: Um, , you know, in, in our modern times, there’s no real time to wait on lagging data sets as, um, you know, as people, uh, you know, run their businesses, um, you know, you, you need to have the data almost in real time. Mm-hmm. , um, I mean, the good news in all of this is. Modern low-code case management solutions, um, you know, can change all of this.

[00:14:59] Arno Van Rooyen: Um, you [00:15:00] know, we mentioned these 10 points. Low-code case management provide you with, with all the tools you, you need to manage, execute, and analyze your case workers with, with lightning speed, agility, and also more importantly, in a, in a, in a very secure way. Loco tools support many types. Cases, um, Saha you mentioned earlier, uh, legal cases, but of course a case could be anything from a, uh, litigation case to a customer complaint, to a support ticket.

[00:15:35] Arno Van Rooyen: Um, all of these things are types of cases, and at the end of the day, it just becomes matter management. Things come into your business that needs to be dealt with, need to have some sort of outcome. And once that’s done, um, you know, obviously the case is closed, you can go back on audits to, to view its history.

[00:15:53] Arno Van Rooyen: Um, while cases are still being dealt with. That’s where, you know, you can have these, these reports to [00:16:00] tell how many you have in your business. Um, and it just speeds up. The way that, that these cases conclude, um, it, it makes it very, very efficient to, to, you know, adopt, uh, digital case management.

[00:16:15] Sascha Cutura: Yeah. And I think they’re, uh, you mentioned, you mentioned the different types of cases and, and indeed they’re probably, um, uh, hundreds of those kind of cases in every organization, every department, wherever.

[00:16:27] Sascha Cutura: So we, we touched on this in, in, in our first sign, uh, wherever there are spreadsheets really flying, As, sort of, as the thing, um, uh, or as part of the workflow and the process, then it’s really, really good. Good to move that away from the spreadsheet and yeah, with the low code. Uh, not, not necessarily everyone can, can get started with that one, but probably, um, yeah, so the idea is there, that was low code, um, uh, people in the business, which.[00:17:00]

[00:17:00] Sascha Cutura: Sort of typical developers, hardcore developers, high core developers can actually get started with it. So, um, and that’s, that’s the beauty of the low-code world and, um, combining these two things, case management and low-code. Yeah. So everyone can really get going. Yeah. And, uh, yeah.

[00:17:20] Arno Van Rooyen: Yeah. And I guess, um, you know, just from a, a technology perspective, um, you know, cases is all about receiving.

[00:17:28] Arno Van Rooyen: New matter into your business. Um, there’s gonna be workflow orchestration, which can be quickly configured using a low-code platform. Um, there might be some forms development, which is, uh, done using a, a low-code platform as well. It’s, it’s got forms. Develop or form design capabilities where you drag and drop all of the elements of your cases in.

[00:17:55] Arno Van Rooyen: Um, you know, we can even go as far as to, uh, perhaps [00:18:00] plug in some robot robotic process automation where, for instance, for a particular case, you might have to, uh, do a checking, uh, check on a third party website, uh, sanctions check aml. Um, so the robot can be deployed to do that. So it just opens up a lot of opportunity to, to digitize the way you deal with cases with inside your business.

[00:18:25] Sascha Cutura: Yeah. Great. Um, yeah, I hope this overview of the 10 signs why you might need a case management solution was helpful and, um, Yeah, it would be great if you can give us feedback on this. Um, as always, we are here for you, um, to, um, to help you further with this topic and, uh, yeah, would be great if you can, uh, Join us back here next time, and until then, let’s automate it.[00:19:00]

[00:19:01] Sascha Cutura: Unfortunately. That’s it again with this episode of the Process in Automation podcast. If you like this episode, please give us a five star rating and don’t forget to subscribe to this podcast so you don’t miss any upcoming episode. We hope you will tune in next. And until then, let’s automate it.

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