A case management application allows you to act quickly and efficiently by organizing your resources and communications.

Our solutions plan and manage your service levels according to different cases and external events that may affect your operations. Our systems will trigger a response process that will anticipate potential impacts and adapt the allocation of your resources and communications as the situation changes.

Respond to external events by managing your service levels

Although we cannot control the events that are external to your company, identifying the events that can affect your operations, makes it possible to anticipate your answer (Service Level Agreement or SLA), allowing you to respond in a structured and efficient manner.
When a case such as the need to recall a product line is triggered, your CRM system will react by assigning resources to manage the problem. It also launches a series of external and internal communications to ensure that the information is coherently transmitted to each person involved without delay.
Such a solution will prevent the need for improvisation while keeping you in control of the situation and allowing you to improve the model for a future case.

A predictive model that responds in real time

A predictive and preventive case management model considers all of the possible outcomes a resource reallocation can have in response to unforeseen events. As the case is being managed, the model eliminates certain risks to limit the possible outcomes of your actions.

This management minimizes the potential risks associated with a specific case and ensures that no resources are unnecessarily monopolized.


Building a case management system while optimizing the potential of your CRM solution

The knowledge base that is stored in your CRM system allows you to plan an efficient management of each case that can affect the flow of your operations. You stay in complete control of each situation and minimize the impact a certain situation can have on the operations of your company and on the satisfaction of your customer.

Planning instead of reacting

It is crucial to plan the way you will react to a situation before it actually happens. We can rely on all the information that is stored in your CRM system and on the key expertise of your teams to develop complete solutions that will solve different types of problems that can be encountered by your customers.
Planning allows you to anticipate the consequences that can occur with an external event by ensuring that each possible outcome is being handled.
Once a case management is initiated, each resource is fully managed, limits unnecessary efforts and ensures that the highest levels of positive impact are generated.

Plan for the escalation of each situation

Decision-making and predictive algorithms provided by a CRM allows you to create a chain of events and to evaluate their probability. As your initiatives are carried out, some outcomes will be discarded enabling you to better predict how the situation will evolve and how your resources will be distributed.
This predictive model makes you fully aware of the potential risks ensuring that you make informed decisions throughout the entire process.
The CRM application will also pinpoint the tasks that are linked to each case management scenario and activate them to match your service levels. These answers will be defined by your team ahead of time and moulded into your Dynamics 365 applications.

Make sure your information is communicated reliably and consistently

Your CRM is equipped with powerful communication tools that can support their processing when linked to a case management engine. An incident will activate a series of communications that will be relayed to your internal players and customers alike advising them of the situation or of the actions they need to take. The automation of communications will ensure their uniformity and the order in which they are received by each person involved in the chain reaction.
Tailoring your communications to fit the role of each person and according to the available resources at the time of the incident, reduces the risk associated with assigning responsibilities to each individual.

Improve yourselves by learning from each incident

Your CRM application records the outcome of each incident and measures the success of their management. It also allows you to determine the recurrence of these incidents in order to assess the value of acting beforehand to limit the occurrence of these incidents. When these incidents occur, it is also possible to review the actions and impacts of a past case to ensure that the best decisions are repeated, and mistakes made are avoided.
These insights improve the reaction of your company in its processes and provide a valuable knowledge base for your business.

Unlock the full potential of your CRM solution

Relying on your CRM system to support your case management ensures seamless integration with your day-to-day operations. You also optimize the potential of communication, assisted decision-making and traceability devices that a system like this can provide.


Analyze the management of each case to better understand their causes, impacts and recurrence. This analysis will allow you to gain in efficiency by learning from solved situations.


Your CRM can connect itself to all of your communication tools enabling you to retrieve past interactions with your clients.


Monitor the evolution of the risks related to the case, the level of occupancy of your resources and the impacts generated and potential on your current activities.

Business Intelligence

The Dynamics 365 prediction engine allows you to create and analyze chains of events in real time in order to more accurately predict their outcomes and maximize the contribution of your resources invested in each case management.

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