How to Make a Business Case for Case Management Software

Understand Case Management Software

Before you can explain the benefits of case management software or the reasons your organization should implement it, you need to understand (and help management understand) what it is.

Case management software is a tool that helps teams streamline investigations into virtually any type of workplace incident they’ll face. It helps them close out cases faster than ever, with airtight documentation to protect against potential risk. Teams can leverage their trend data and predictive insights to help safeguard employees, business and brand.

The best of these systems offer end-to-end solutions, covering everything from initial complaint or incident intake to final reports. In your business case for case management software, stress that a “one-stop shop” saves money and time by organizing workflow. Even more importantly, show them how modern case management software can help your company prevent incidents before they happen.

During case intake, case management software captures complaints through your internal and external reporting systems (e.g. hotline, webform, email), then instantly creates case files pre-populated with relevant information. This saves time on manual tasks, helping you resolve issues faster.

Throughout the investigation and management stages, case management software keeps investigations on track by establishing a consistent, timely process. Some examples of tools you might use include:

• Personalized “to-dos” for each team member
• Configurable case management forms and fields to match your company’s processes
• Deadline alerts
• Email integration to keep all case correspondence in one place

Case management software also makes the post-investigation process faster and easier. It allows you to create thorough, properly formatted reports with just a few clicks. As you probably realize, writing reports manually often takes up hours of valuable time.

Another helpful capability: built-in trend analysis to help you spot emerging patterns. This lets you take the kind of preventive action that can stop problems before they start.

Know When to Make the Switch

Many organizations may be hesitant to invest in new software, especially when budgets are tight. However, the potential costs of mismanaging an investigation (e.g. lawsuits, fines & penalties, reputation damage and lost business) far outweigh the price of a case management system. To make a strong business case for case management software, focus not just on why your company should make the switch, but when. As they say, timing is everything.

Here are a few circumstances that suggest you’re ready for a new case management solution:

You’re seeing more cases than ever. Team members have to juggle a larger volume of cases, and are struggling to work more efficiently. This could lead to cases falling through the cracks, allowing issues to escalate or repeat. Implementing case management software at the beginning of a rise in cases gives investigators time to learn the new system before they get even busier.

You’ve hired more team members. Are you adding more investigators, managers or other team members, even on short-term contracts? A larger team needs a more organized system to keep their investigation process consistent. If you’re still getting by using some combination of tools like Excel and Dropbox, now’s the time to embrace a more streamlined, systematic approach.

New industry regulations are pending. Increased scrutiny by the DOJ, EEOC and SEC has put a lot of pressure on organizations to conduct timely, thorough and well-documented investigations. Keeping up with frequent new and changing regulations can also be tough. An effective case management system ensures you’re in line with reporting and other compliance requirements.

You’ve experienced a scandal. Has your organization been hit with fines, sanctions and/or reputation damage due to an incident that went public? Adopting a strong case management system shows that you’re serious about making things right, and can even reduce fines and sanctions.

If none of these specific situations apply to your organization, emphasize the importance of being proactive. Waiting until a major incident occurs can prove costly both to your company’s reputation and its bottom line. Explain that implementing case management software when things are running smoothly is easier, cheaper and less stressful than waiting until there’s a problem. And the earlier you implement it, the sooner you can take steps to prevent issues and incidents.

Highlight the ROI

Regardless of an organization’s industry or size, working within your budget is always top priority. Before agreeing to a software investment, management may want to know how quickly it will pay for itself. There’s no use in purchasing something that isn’t cost effective, right?

ROI (return on investment) should be a key focus of your pitch for case management software. The good news? Compared to other systems, case management software can save your organization money over time in these ways:

• Reducing litigation risk: A well-documented investigation provides a stronger defense, and can lower or even eliminate the cost of litigation.
• Cost avoidance: Case management software is maintained and updated for you, so you don’t have to pay IT staff for in-house upkeep.
• Fewer incidents: Preventing incidents from happening is a lot less expensive than trying to pick up the pieces afterwards.
• Cost savings: Do you need to upsize or downsize your system? Changing a scalable platform is far more cost effective than buying a whole new system.
• Lower fines: Proof of a timely, fair and complete investigation can reduce fines in the case of a compliance lapse.

Case management software also delivers exceptional ROI in less direct ways:

• Increased productivity: An efficient, all-in-one platform lets you accomplish the same amount of work in less time, and with fewer team members. This allows you to reallocate staff to other tasks and areas as needed.
• User adoption: Investigators like using tools that make their jobs easier. Modern case management software streamlines many processes while reducing the stress of tracking down information stored in multiple locations.

What Should Be Included in a Business Case? Focus on the Benefits.

The final step of presenting your business case for case management software should be to highlight each of the benefits your organization will reap. Helping management see the big picture may help them get on board with the idea, but explaining specific ways a new system will help should seal the deal.

Mitigate Risk

Your investigative processes and the incidents themselves both pose significant risks to your organization. Case management software can reduce risk by standardizing the processes and centralizing information.

Case management software can help you leverage data to keep a closer eye on your company’s risks, assess training gaps and identify trends. Getting deep insights into the handling of current issues and potential problem points can help you focus your preventive efforts more effectively.

Today’s investigations also need to be extremely well-documented. Detailed case timelines log all activity, keeping investigations on track while providing a clear audit trail. Managers can check to make sure investigators stick to deadlines. Documenting exactly who did what and when provides the kind of proof that regulators and judges appreciate.

Streamline Investigations

Case management software can reduce investigation time by as much as 50%. By reducing duplication of efforts and maintaining data integrity, these systems help you work more efficiently for faster case resolution.

When a centralized file contains documentation, evidence and case information, investigators don’t have to waste time gathering data from multiple places. They’re also less likely to lose information.

If you want to streamline your workflow even more, choose a system that can be easily configured to fit your organization’s specific needs. With templates, menus and other features unique to your company built right in, you won’t have to work around a cumbersome off-the-shelf system. Meanwhile, automated task management will ensure a consistent investigative process every time, no matter who’s working on the case.

Improve Reporting

Managers can’t be everywhere at once, so they need to rely on employees to report incidents and concerns. But inadequate reporting mechanisms can lead to complaints falling through the cracks. This is how issues then escalate into full-blown problems that damage an organization’s finances and reputation.

Case management software integrates with your existing reporting mechanisms to ensure you capture every employee tip. It also standardizes the way you collect reports, reducing the chance that you’ll miss or forget one. A good case management system also includes employee and customer reporting options like anonymous tips, which can help you catch issues sooner.

Case files are created instantly whenever a report is submitted. When these automatically include information shared by the reporter, you eliminate the need for manual data entry. This means investigators can get right to work, reducing response time.

Most importantly, a robust reporting system helps you comply with the reporting requirements of the SEC, DOJ, EEOC, CCOHS, OCR and OSHA and others. Intake mechanisms are a critical part of security, anti-corruption and anti-fraud compliance, and case management software can help you make the most of yours.

Collaborate Securely

Data privacy and security should be a top priority. With spreadsheets and paper-based systems, you’re never truly sure that sensitive information is safe – especially if you use email to share documents.

Modern case management software uses a secure, encrypted platform with role-defined access levels. Administrators decide who can view and work on cases, ensuring maximum confidentiality. This approach also keeps data transfer secure and compliant with privacy laws.

No investigator works in a bubble. Collaboration with other investigators, attorneys, outside experts and consultants is a fact of life. The best software solutions allow everyone to work within shared files without ever leaving the secure platform.

Make Your Business Case for Case Management Software

Armed with this information, you’re in a better position to make the case for investing in case management software. Any solid prevention program is only as good as the systems supporting it. For superior results, you need the reliability that only advanced software can provide.