Management Software
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Management Software
Selecting a Case Management Software Vendor
This is the third and final installment in our series on Allstate's case management software selection process. Allstate's Lyn Scrine and i-Sight's Ray Gerard teamed up to present on the process Allstate went through when selecting and implementing i-Sight Case Management Software. This article focuses on the outcome of the process and the results i-Sight has helped Allstate generate since implementing the system.
Allstate's Solution and Results
Allstate currently uses i-sight as their case management vendor. In choosing a case management software vendor, the company started the process by evaluating requests for proposals from about 10 or 12 vendors. From that group 5 were invited to to provide onsite demos of their products and Allstate selected the solution they felt best fit their needs. People included in the decision making process were HR professionals, corporate security, lawyers and IT. At Allstate, Lyn made it clear that specific access assignment was a major concern. The ability to assign a case or task to an investigator and their manager, then have it sent back once the task was completed was a requirement. Access controls help monitor who can see different types of information, meeting their confidentiality needs.
Lyn can now use the data collected to identify trends and respond to issues through employee training and communication to reduce future incidents. This also allows the company to reduce the opportunity for fraud, as schemes are identified and staff can be quickly notified. The quality of information gathered has improved significantly and due to case centralization, Lyn has access to all the information she needs- without having to chase it down. i-Sight will allow for workloads to be more evenly distributed, as case progress and closures are monitored and tracked in the system.
Security and Integration
When deciding between hosting i-Sight on or offsite, Allstate opted to have their system hosted offsite for additional security. Offsite hosting helps keep information out of the hands of "curious" employees, as each company has their share of what Lyn refers to as "super-users." Another winning i-Sight feature was that a web-based solution was a must for security purposes, maintenance and ease of use by employees across the country at Allstate. In order to use i-Sight, investigators simply need access to the Internet. Offsite hosting also eliminates the need for in-house IT to have to maintain the system and its servers.
At Allstate, cases are entered through multiple channels. This meant that the selected system would have to have the ability to integrate with existing hotlines and databases to ensure that every case is entered and accounted for. For example, if an employee makes a complaint to an HR manager, the manager manually enters the case, if a call is made through the hotline; the information is taken by a third arty vendor and electronically entered into i-Sight.. With i-Sight Case Management Software, all cases are accounted for and make their way to the correct person for appropriate action. When Allstate implemented i-Sight, 10 years of information was also migrated into the system. Information migration was, and is, important in order to track trends and identify repeat offenders over time- not just the time since the system was put in place.
Ahead of the Game
The ability to automate reports reduces time and makes it easier to provide managers, lawyers and others with comprehensive, accurate, real-time information. Quarterly reports can be created in an afternoon, instead of taking a full week. Upcoming changes to the US Federal Sentencing guidelines call for quick and accurate reporting i-Sight has put Allstate ahead of the game, as they are able to comply with the amended guidelines that take effect in November 2010. Taking on a project of this scale requires time, resources and commitment from all members in an organization. At Allstate, the value of an effective case management system was recognized, allowing the company to reap the rewards today.
Disclaimer: This article is written by Lindsay Walker of Customer Expressions Corp. and has been reviewed by Lyn Scrine at Allstate. The article is based on my presence at Lyn's session at the SCCE conference and my conversations with her.
About the Author
i-Sight is a case management software platform designed to simplify your process and provide outstanding reports. It's primarily configured to manage customer complaints and corrective actions, or employee relations, HR & ethics investigations. It's also used for a variety of other customized case management solutions. We blog at i-Sight.com, providing advice and tips to HR managers and investigators in regards to managing internal investigations.
Does their any Free Software which is similar like Basecamp or Google Wave for Project Management?
I am Project Manager and want to use software or service which is as good as Basecamp or Google wave. I want to try some new Project Management and Task Management software?
The Only Project Management Software which is familiar to Basecamp and Google wave is ProofHub. You can visit and have Free registration @ http://www.proofhub.com
It has some amazing tools for Project Management Software
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