What is Case Management?
Insurance claims, new bank account applications, customer disputes, supplier onboarding, new hire verification, legal matter management – all are examples of case management.
Case management is a collaborative process that requires gathering documents, coordinating communications between caseworkers & customers, and managing case information securely.
Case management processes rely heavily on documents exchanged with caseworkers, but the tasks, documents, and people required can vary on a case-by-case basis – hence the term “case management”.
A case management solution helps organizations streamline document intake and exchange, makes documents available quickly and securely to caseworkers, and keeps an audit trail of everything that happens as a case progresses.
Benefits of Case Management
Increase productivity of caseworker teams
Ensure security of documents received and shared
Cut costs of document-dependent business processes
How Does Ondox Case Management Work?
Document intake and management is an essential aspect of case management – and that’s where Ondox offers a crucial advantage other solutions cannot provide.
Ondox ingests documents from any channel, including scanned paper mail, email attachments, and portal uploads. It intelligently stores documents in the correct digital case folder and uses AI to automatically understand the content and meaning of those documents.
Because visibility and transparency are so important in case management processes, Ondox provides secure and easy access to case documents and maintains a full history of each case, recording automatically who did what when and what documents were received and shared.
Core Capabilities of Ondox Case Management
Document Intake
Ondox captures incoming documents efficiently as they arrive, including scanned paper documents, email attachments, and portal uploads. It uses AI to understand document content and place documents in the correct case folder or open a new case if needed. Caseworkers can be automatically notified of the availability of new documents.
Workflow Automation
Workflow automation is central to good case management. It streamlines the processing, distribution and exchange of documents, ensuring data accuracy and providing notifications and alerts as a case progresses.
Built-in common workflows automate interactions between caseworkers and customers, e.g. by supporting the secure external sharing of a case document with a customer or 3rd party.
Document Storage & Access
For interim or longer term storage and access, case management solutions include centralized digital storage that allows quick document retrieval anytime, any place.
Access control mechanisms safeguard sensitive documents and case information, and enterprise-strength security ensures compliance to industry regulation and company policy.
Audit & Analytics
Insights and analysis into document volumes processed, by type, by inbound channel, by team, etc. are built into modern case management solutions. And audit trails are automatically generated so that compliance records are created in real-time.
Combined with flexible reporting and analytics tools, those insights and audit trails empower organizations with new visibility into issues, bottlenecks, compliance information, and potential improvements.
Core Requirements of Case Management
Claims, new applications, disputes, onboarding – these examples share requirements common to all case management processes. Core requirements include:
Secure and compliant document & data handling: Case management platforms enforce access controls, monitor activity logs, and support data protection standards such as SOC 2.
Unified digital case files: Every document, communication, and action related to a case is centrally stored and accessible, to reduce duplication and information gaps.
Built-in intelligent workflows: Case documents are automatically routed to the correct case folders and caseworkers based on predefined rules, such as case type, region, or urgency level.
Clear visibility and tracking: Dashboards and analytics tools provide operational oversight, helping managers spot bottlenecks and optimize team performance. And automated logging of all actions tracks progress and meets compliance needs.
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FAQs
Ondox is a specialized platform for case document intake, understanding, and organization. It complements any case management or other process management system you may already use.
Ondox ingests incoming documents from any channel – paper documents scanned in a mailroom, documents attached to emails, and documents uploaded via a customer portal.
Without human effort or delay, Ondox applies AI to understand each incoming document, label it, extract information and meaning, and route that document to the right person or system for next-step processing.
Email is often the dominant channel used to submit documents for claims, new account applications, disputes, etc., for example to claims@insurco.com or complaints@bankco.com.
But email is not secure as a way of handling those documents inside your organization.
Email is the most vulnerable and most hacked system in any organization, and is too risky as a means of sharing important documents. Accidental or fraudulent sending of documents to the wrong people, including people outside the company, is a built-in security weakness of email systems. And email systems are continually attacked by cyber criminals.
Ondox safeguards documents to ensure security and support compliance to GDPR, SOC2 and other standards. It maintains control and audit records of documents from receipt to disposal, and implements stringent access controls and encryption that fortify your security framework.
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