Case Management Solution

What is Case Management?

In the modern business landscape, organizations are constantly faced with unanticipated scenarios and circumstances, such as customers’ escalations, process exemptions, frauds, incorrectly credited payments, and rejections of legible health claims. Each case reflects a unique situation and involves complex interactions between content, people, and business and regulatory policies. These cases must be approached in a balanced manner to achieve desired business outcomes. Case handling involves managing information, giving judgments, and ensuring domain expertise.
Case management is a software-based approach for handling business cases, from initiation to resolution. It combines human actions with intelligent automation. The progression of a case to resolution is typically driven by human decision making, unexpected events, policies and rules, and changes to content status rather than the factors that can be predetermined and prescribed using a structured workflow design.

The concept of case management can be applied to cater to different business needs and can be broken down into 3 broad categories, such as:

Legal and Investigative Case Management

Involve fraud investigations across various organizational processes by using advanced analytics and audit capabilities.
For instance, tax, credit and insurance fraud, legal investigations, background checks, and IP protection

Service Request Management

Involve the fulfillment of a request for servicing. Fulfillment is often a contractual obligation that specifies the service-level expectation.
For instance, insurance and healthcare claims, warranty fulfillment, and telecommunications service provisioning

Incident Management

Involve incidents that can create operational, customer-related, or statutory issues in an organization and need to be rectified to avoid future re-occurrence.  For instance, dispute resolution, HR grievances, etc.

ISS’ CaseManager3650 occupies a unique position in the legal software market as it includes practice management and matter-based legal accounting, document assembly and management as well as many of the traditional legal publishing assets all in one solution.

“What makes CaseManager360 unique is that it has been designed from the ground up as one synchronized solution”

Case and matter management is the building blocks of your practice. CaseManager360 makes all your client files instantly and securely accessible to everyone on your team. Plus, it acts as your team’s administrative assistant, keeping tasks and deadlines organized. It’s the ultimate task manager that integrates with your case matters and rules-based calendaring.

Features

While you work, CaseManager360 is in the background, keeping track of your billable time so nothing falls between the cracks. View all your activities where no expense or time entry has been recorded, so you can take every unexpected client call and email to the bank. If you need to add a task to the billing record, you can do that, too. It’s never been easier to recover your costs.

All matter details stored within the electronic matter can be easily accessed by anyone working on that matter via multiple devices, using their own login. Wherever they are, whenever they need information, CaseManager360 is at their fingertips.

CaseManager360 allows legal professionals to create imports, reports, workflows, even data queries…in order to have full visibility over your client & legal case management process. All of this can be tailored or created from scratch, ensuring that CaseManager360 works around your every need.
Any integration of a feature that is not out of the box can usually be added with our unique plugin architecture. CaseManager360 is a flexible legal case management software solution.
Serving all sizes of law firms, for lawyers no matter their specialization, our flexible cloud- or on premise-based legal case management software can automate your workflows, freeing up staff through the automation of your business processes.

With CaseManager360, our legal case management system can easily integrate to other systems using our API Web Services or connecting to third party web services. For legacy systems, we have built a data exchange system which can be used to batch data in from accounting systems and other software systems. This exchange system records all data in and out, and captures any exceptions in the process.

Workflow & Decisions

CaseManager360 automation can be driven by the completion of tasks, by a date on the case, or any criteria that the user can define.  This allows for further business automation which can save thousands of hours a year on mundane tasks. This automation allows users to focus on exceptions and decisions that require complex decision making rather than mundane tasks ensuring employees are happier and more productive.

Calendar Integration

Easily track progress and share calendar updates with your team over the lifetime of each case. Automatic calendaring keeps everyone on the same page, whether you’re meeting a deadline solo, working with a small cohort, or collaborating across your entire firm.

Document Management

Managing inaccurate documents is as useful to you as collecting outdated phonebooks. CaseManager360 allows you to access all your documents in one place with a single click and uses the data in your client matters to automate legal documents — accurately, efficiently, and securely.

Reporting and Dashboards

Dashboards collect, organize, and display information from your cases that is most important to you. Never wonder what’s new, what’s due, and what’s next. Our dashboards give you unprecedented visibility into your practice and your firm’s financial health.

CRM and Business Development

With the CaseManager360 platform, companies no longer need a separate CRM system.   All stages, status, and automation workflows can be created for prospecting and onboarding new clients. CaseManager360 offers automated emails, texts, and bulk sending facilities. We offer reports of who has opened emails and texts and can provide complete Omni-Channel CRM functions including telephony, live chat and IVR.  

Task  Management

A full diary facility sits within our case management software and is linked with all case activities, with automated reminders and dashboards to ensure no task is overlooked.  Our task management system can be integrated with Outlook or Google Calendar.

Cost Recovery and Billing Management

CaseManager360 utilizes RPAs and other integrations for keeping track of your billable expenses so nothing falls between the cracks. View all your activities where no expense has been recorded, so you can take every unexpected client call and email to the bank. If you need to add a task to the billing record, you can do that, too. It’s never been easier to recover your costs.

Reporting & Batch Actions

With custom fields also comes the need for custom reports, which is why Lateral has built a user defined report builder.  A reporting suite also allows batch actioning of results of any report. Reports can also be scheduled to run at set dates and times and be distributed to pre-defined contacts, all with no manual intervention required.

Email, Text Messaging, Chat

CaseManager360 is fully integrated with VOIP, Email, Texting, and Chat channels allowing for multi-channel communications and workflows.  This, coupled with our decision engine offers never seen before automation rules.

Client Service Web Portals

With CaseManager360, you will have faster and better communication with your clients, for better client satisfaction. You will no longer need to wait until you’re in the office to send a document or invoice. You can respond to client requests quickly and on the spot.

Support and Service

From ongoing training, to software support, and customized reports and input screens, we deliver everything needed to make your on-boarding and delivery process as seamless as it should be.