Three Reasons Why You Need a Case Management Program

Your brand might be asking, “why does our customer experience program need a case management system?” Well, to answer your question, statistics show that 43% of people spend more money on brands they’re loyal to and a 5% increase in customer retention can lead to a 25% increase in profit or more, according to statistics about customer loyalty. Implementing a case management system can develop customer loyalty by addressing systemic issues within your organization.

Of course, there are more specific reasons as to why a case management system satisfies customer needs so well—but before we dive in, let’s take a look at some case management basics!

What Is a Case Management Program?

A case management program is a closed-loop system that incorporates intelligent alerts, text analytics, and prescriptive recommended actions to address high-risk to high-potential customers. These programs allow brands to reach back out to such customers and “make it right,” which not only remedies any disgruntled feelings, but has been proven to increase customer loyalty. In fact, 70% of the time, a person will become a repeat customer when a complaint is resolved in the customer’s favor.

Why Do You Need a Case Management Program?

  1. Streamlines the Communication of Customer Experience Survey Results
  2. Facilitates a Follow-Up Procedure When a Customer Has a Problem
  3. Organizes Data for Updating Your Customer Experience Program

Reason #1: Case Management Programs Streamline the Communication of Customer Experience Survey Results

A common issue brands have after writing a viable survey (NPS, CSAT, or CES) and figuring out the most effective ways to deploy it is, “how do we collect the responses and get them to the right people?” After all, with so many surveys being sent out, it can be intimidating to think about how to act on all the results. 

We recommend having an alert feature in your case management system that notifies you when, for example, a low score is given on a survey. And when that happens, then you can assign the case to the right team. This way, customer complaints or low scores are identified first in your survey results and the information will bypass unnecessary obstacles so that the appropriate employee receives it. 

Case management systems can ease a lot of the inconveniences that come with managing so much information. By streamlining communication, your brand can avoid a big headache.

Reason #2: Case Management Programs Facilitate a Follow-Up Procedure When a Customer Has a Problem

Now that you know a customer has a problem, you need to respond with a solution. Because when building customer loyalty, you never want to leave a problem unresolved. Which brings us to our second reason: case management systems allow responders to facilitate the follow-up process and effectively close the loop.

After assigning cases to frontline personnel, it’s helpful to have the system automatically send it to an inbox where those employees can check it every business day. It is also important to employ a status hierarchy for each case—like new, in progress, closed, or overdue. With this simple strategy to divide up cases, your organization has a clear process to address customer problems.

Negative survey results can be an overwhelming beast to tackle, but with a case management system it can get that much easier.

Reason #3: Case Management Programs Organize Data for Updating Your Customer Experience Program

Guess what? Now that you have all those customer cases in one place, your business can use that data to improve your CX program.

The best way to do this is by incorporating information from the case management system into reporting dashboards as a new data set. Through this, you can understand how well your case management system is performing and have the opportunity to learn about the larger issues in your CX program—and across your business. Each problem a customer encounters is a hint at a possible systemic inadequacy.

As your company grows bigger and bigger, it becomes more difficult to interact with customers and build the loyalty you need to push your business forward. But with a case management system, communication is strengthened so employees can work smoothly together while sorting out customer feedback—and improving experiences all the while. 

Interested in learning more about how case management programs can give your business an extra edge? Download this white paper to read about our six best practices to set up a top-notch case management program.

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The InMoment Team

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