CRM or Case Management, that is the question. If you’re like many others, you may be wondering which system is the right fit for your business. It’s not surprising, as both CRM (Customer Relationship Management) and CMS (Case Management systems) have their own set of features and functionalities, and it can be hard to know where the line is drawn.
In this guide, we’ll help you understand the fundamental differences between CRM and Case Management, and arm you with the information you need to make an informed decision that will benefit you. Whether you’re an individual immigration practitioner or a part of the corporation, you’ll find this guide informative and useful.
What is a CRM system?
A CRM system is a software application that helps you manage all of your contacts, leads, and opportunities. It will give you an overview of all the information and data related to each contact, lead, or opportunity and help you keep track of important dates. You can set up alerts to notify you when you need to follow up with a client or update their information in the system.
Examples of industries that commonly use CRM systems:
- Sales and marketing
- Real estate
- Banking and Finance
- Health care
- Technology and software
- E-commerce and retail
- Professional services such as consulting and legal services
- Non-profit organizations
Pipedrive is one example of a complete CRM.
What is a case management system?
A case management system is a software application that allows immigration practitioners to track and manage cases, including information about an individual’s case history, the current status of their case, and progress toward resolution. Through these programs, immigration professionals can improve the efficiency of their processes by tracking and managing cases more effectively.
Examples of industries that commonly use Case Management systems:
- Legal Services
- Government Agencies
- Social Services
- Financial Services
- Human Resources
Casolve is one example of a complete Case Management System
Differences between CRMs and case management systems
- Purpose: CRMs are typically used to manage interactions with clients and potential clients, while case management systems are specifically designed to track and manage the progress of cases.
- Functionality: A CRM may have features such as contact management, lead tracking, and marketing automation, while a case management system will have features such as document management and case-specific reporting.
- Data management: A CRM will typically focus on managing client data, such as contact information and communication history, while a case management system will store and track case-specific data, such as filing dates and case outcomes.
- Security: Case management systems may require a higher level of security and privacy measures than CRMs, as they often contain sensitive information about clients and their cases.
- Integration: CRM might connect with different tools and services for example email, calendar, etc. While a case management system may integrate with various legal systems.
- Reporting: CRMs may have a variety of reporting features to help businesses gain insight into customer interactions, while case management systems may provide case-specific reports on case progression, case outcome, and performance.
- Collaboration: Case management systems often include tools for collaboration, such as team calendars, task assignments, and shared document access, allowing multiple team members to work together on a case. CRMs typically focus on individual interactions with clients and may not include as many built-in collaboration tools.
- Case-specific automation: Case management systems may include automated processes specific to the immigration practice, such as the ability to file forms electronically or schedule appointments. CRMs may not include these types of case-specific automation features.
- Case tracking and progress monitoring: Case management systems will typically have detailed tracking and monitoring features to show the status of individual cases and their progression over time. A CRM, on the other hand, may not have such in-depth tracking and monitoring features.
- E-Filing: Case management systems will have functionalities like automated form-filling that is built-in while CRMs may not have this feature.
- Templates and forms: Case management systems may have pre-built forms and templates specific to the immigration practice that can be easily filled out and filed. CRMs may not include these types of specialized forms and templates.
- Tracking of dependent cases: Case management systems can help track cases that are dependent on other cases such as a dependent spouse, children, and dependant-parent cases. CRMs may not have this feature.
- Case History: Case management systems provide the entire case history including filings, document submissions, and communication logs which can be easily accessible to the practitioner. CRMs may not have this feature.
- Billing and invoicing: Case management systems may have built-in billing and invoicing features that allow practitioners to easily track expenses and bill clients for their services. CRMs may not have these types of financial management features.
Similarities between CRMs and case management systems
Both CRMs and Case Management Systems (CMS):
- are designed to help businesses manage and track important information and processes.
- may include features for data storage and management, such as contact lists, document management, and reporting.
- may include tools for communication and collaboration, such as email, chat, and team calendars.
- may have a variety of built-in or customizable reporting features to help businesses gain insight into their business or cases.
- may have customization options such as the ability to customize fields, forms, and reports to tailor to the business’s specific needs.
- may include security features to protect client data and maintain compliance with legal and regulatory requirements.
- may have cloud-based or web-based delivery models, allowing users to access their data and tools from anywhere with an internet connection.
- may include automated processes and workflows to streamline tasks and increase efficiency.
- may offer integrations with other software tools and services, such as email, calendar, and external data sources.
- may offer data import/export options to ease the transition between systems or to share data with other software.
- may offer a user-friendly interface, so that it is easy for the users to navigate, search and find information.
- can provide the business with insights into its performance, and help with decision-making.
- can provide notifications and alerts to keep users informed and up-to-date about important events and deadlines.
- can have built-in analytics and reporting capabilities, which can help to provide insights into performance and identify areas for improvement.
- can be customized to fit the unique needs of the business by adapting fields, forms, workflows, and dashboards to match the specific requirements.
- can store historical data and allow access to historical records that can help to reference previous interactions, cases, or clients.
How Do You Decide Between a Case Management System and a CRM System?
Here are a few things to consider when making this decision:
Purpose: What is the primary goal of your business? Is it to manage client relationships, or is it to manage and track the progress of individual cases? Depending on your goal, one type of system may be more suitable than the other.
Functionality: What specific features and tools does your business need in order to be successful? A case management platform may have more case-specific features such as document management and case tracking, while a CRM may have more client-specific features such as contact management and marketing automation.
Data management: What types of data does your business need to store and track, and how will that data be used? A case management platform will typically focus on storing case-specific and client-specific data, while a CRM will focus on storing client data.
Security: What kind of data is being stored and handled by the system, and what kind of security and privacy measures are needed to protect that data? A case management platform may require a higher level of security and privacy measures.
Reporting: What types of reports and analytics does your business need to gain insights into performance and make informed decisions? A case management platform may have more case-specific reporting, while a CRM may have more client-specific reporting.
Predictive analytics: How advanced are the analytics capabilities of the system? Some case management platforms may include predictive analytics that can identify potential issues or delays in the process, while CRM may not have that feature.
Team collaboration: How does the system facilitate team collaboration and case assignments? Can it track the progress of cases and ensure that multiple team members have access to the same information? A case management platform may have more collaboration features specific to the process, while a CRM may have more general collaboration features.
By considering these factors and evaluating the specific needs of your business, you can make an informed decision about whether a case management platform or a CRM system is the better choice for your business.
In summary, CRM systems focus on customer interactions and relationships while case management systems focus on tracking cases. Both have their own set of features and can overlap. It’s important to choose the system that best fits your business’s needs and to consider using both systems if needed.