Introduction to Case Management

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You may have encountered the term "case" or "case management" across our platform and wondered how this feature can benefit your organization. Case Management is a collaborative tool designed to help you track, manage, and resolve specific tasks or concerns efficiently.

The Intouch Platform offers two distinct types of cases:

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1. Standard Cases

Standard cases are an optional product feature that allows your organization to create and assign action items to peers. They function as digital action plans used to identify and address potential concerns at a location or with a customer. Your organization may or may not have this feature enabled.

With Standard Cases, you can:

• Automate Alerts: Automatically alert the appropriate individuals when issues occur, enabling immediate action.

• Collaborate in Real-Time: Easily collaborate on issues and resolve them through a real-time communication portal.

• Prioritize Work: View and prioritize open issues based on their business impact.

How they are created:

• Automatically: Standard cases are generated automatically when a record is submitted that meets the criteria specified in a trigger. For example, if a survey respondent indicates they want to be contacted about their experience, a trigger can automatically create a case for that survey response and assign it to the location manager.

• Manually: Cases can also be created manually from an Individual Record Report or the Case Management list in IQ (if enabled in IQ settings).

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2. Review Cases

Review cases are a specialized service enabled for designated users, typically available where Intouch is providing Mystery Shop or 3rd Party Audit services. These allow users to communicate potential issues regarding the results or execution of a particular visit.

With Review Cases, you can:

• Alert your CSM: Automatically alert your Customer Success Manager (CSM) when attention is required.

• Track Resolutions: Identify issues and track resolutions through a real-time communication portal.

How they are created: Review cases must be manually created from a Mystery Shop or Audit report where a concern with the validity or execution of the visit is being challenged. Specific instructions for this process would be provided by your CSM or Account Manager.

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Next Steps: 

To learn more about managing Standard Case action items, see our articles on Creating a (Standard) Case, Assigning a Case, Resolving a Case, Canceling a Case, and Deleting a Case.

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