Coordinating services on behalf of an individual person is not as straight forward as you might think. Case management is common to many business practices and one of the instances where you are interacting directly with your client or customer, so you would think that the process would be iron-clad by now. But you would be wrong.

Case management, regardless of industry, usually has several processes that must be continuously performed. Information such as documents and records must be collected regardless of project end dates, or the relationship with a client. That means there is always a huge volume of data to be managed. Also, there needs to be a steady line of communication open across the organization – case management is not an isolated practice, but one that can affect any area of the business.

SharePoint standing alone is not enough

In business use case terms, organizations can struggle to implement efficient case management solutions. For many government bodies, medical centers, insurance firms, accountancies, institutes of education and more, data and material about clients is often stored across platforms and environments. Because all the information related to a case cannot easily be viewed in one place, your staff may struggle to competently oversee a case. 

When it comes to a solution for good case management, SharePoint seems to fit the bill. It allows you to manage documents, store contacts, and tag information with specific metadata. But, as a standalone solution, it doesn’t always do a great job of bringing together everything that’s needed to successfully manage a case thoroughly. When it comes down it, SharePoint case management needs assistance to make sure your organization is managing client relationships in the most effective way possible.

So, a platform like SharePoint sounds like an appropriate solution to your case management blind spots. Yet, it still can be difficult to connect all the appropriate data in SharePoint with your CRM tool and email client, for instance. 

What does SharePoint case management boil down to?

Case management boils down to matching the appropriate documents, files, contracts, notes, contact information, as well as all the relevant correspondence like emails and instant messages, and bringing all this information together so that whomever oversees a case has all the material they need to get their job done. What a case could be will vary from organization to organization and industry to industry.

While SharePoint can be a great case management solution, it fails to provide an interface where users can complete all their tasks—such as communicating via email. Most users tend to spend much of their day working in email. Using SharePoint while managing a case involves switching back and forth between email clients and SharePoint. This change of context can be a distraction and create confusion.

There may also be a barrier over how information is stored in the first place. Because of the sheer volume of data that organizations collect and deal with daily, if this data isn’t imported into SharePoint, when it comes to managing cases there can be significant gaps.

harmon.ie is on the case

The solution to these potential problems is an end-to-end platform that integrates documents and emails into one user interface. harmon.ie has built just such a solution, specifically for SharePoint, that brings all your case information directly into Outlook. With a sidebar on the right-hand side, users can instantly connect to SharePoint sites, lists and libraries, both on-premises and SharePoint Online, without having to leave their email client.

harmon.ie lets users:

  • Auto-capture emails and documents from Outlook in SharePoint
  • Intelligently classify emails and documents in SharePoint
  • Easily retrieve emails, documents and records from SharePoint
  • Maintain accurate version history of emails and documents
  • Quickly access libraries, lists and sites used frequently

Example: A Freedom of Information Act request 

For most government agencies, FOI requests are still largely managed and completed through the back-and-forth of email threads which can easily cause confusion when you must go back and search for records or important information. Using SharePoint to store the right documents is a good start, but when you throw email threads into the mix and add a tight deadline, suddenly information silos appear and can cause a lot of stress and barriers to productivity. 

harmon.ie is ideally suited to solving the challenge of providing timely responses and managing FOI requests, by tying together email and documents directly in Outlook.

To learn about how harmon.ie can improve case management with SharePoint at your organization, read more here or contact us today. 

Richard Poole
Chief Technology Officer, EMEA