Case Management -#D365ForHousing

The #D365ForHousing solutions will help the housing sector save £000’s, drive efficiencies and enable colleagues to work anywhere. It’s important to use it in a consistent way and make the most of (out of the box) functionality that your Dynamics 365 license fee pays for…. After all why re-invent the wheel?

We know contact should be logged correctly but when should it be added as an activity or case? I’ll cover what case management is and a few ways the product can be used in the ‘real world’ 

What is case management? 

‘The Case entity (aka tickets or incidents) provides incident-based tracking for issues that may arise from your customers, whether they are external or internal.  It is designed to track the process from the initial intake of an incident, tracking the details throughout the remediation process, and through final resolution’ (Power Objects, The CRM Book) 

The key thing here is ‘designed to track the process….’ This means that contact relating to an ongoing process (eg: Complaints/ASB) should be added as a case. These processes often have several steps and can involve multiple departments. A case also provides one place to visit when you’re having a discussion with your customer. Cases within Dynamics 365 have the concept of owners, so while activities (tasks, phone calls, emails etc) are allocated to colleagues across the business the case should be managed centrally to ensure the process is followed and the customer gets the service they expect. 

When Should I Create A Case? 

I mentioned the key cases above but its really any process that wont be resolved at the first point of contact (Mutual Exchanges, Allocating a Property to name a couple ). Here’s a few examples of when you should and shouldn’t create a case: 

Scenario* D365 Action Why? 
One off customer query (eg: How much is my weekly rent) Add an activity to the customer (contact) record and complete it No further action is required The detail is there for reference only. If the customer calls back and asks a follow up question you’ll have access to the previous response. 
Customer calls to make a complaint Create a case and add actions (activities) that need to be completed until the customer is happy to resolve the case This is an ongoing process 
Adding a customer update to an open ASB Case Add an activity to the case. Complete it if no further action is required.  

or

Create and then assign an activity to a colleague if they are better placed to answer the query. 
The case is open and will  be worked on by a colleague, its important that all actions relating to the issue are logged in one place. 
*The customer/account record should always be reviewed for relevant cases/activities before the appropriate action is taken 

Closing Cases 

A case should only be resolved when all the activities (tasks, emails, phone calls etc) have been closed. Depending on the process and your procedure you may also need confirmation from the customer. 

Reopening Cases 

This is a bit of a grey area and will depend on a number of factors including business policy/procedures and reporting requirements. For example: If a customer has asked permission to do some DIY you would open a case and then update that accordingly. If they decide not to do the work you would document this and close the case. However, if a week later they call to say they’ve decided to go for it you may want to reactivate the old case, update it and keep it open until a decision is made. 

However you decide to use Dynamics 365 consistency is key.

What do you think, do you agree with this blog or is there a better way to use Dynamics 365 to manage cases? It would be great to see your comments below 

Call To Action! 

Visit www.deliveringcrm.net to find out more about FREE #D365ForHousing solutions.The Affordable.Innovative.Collaborative way to implement Microsoft Dynamics. 

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