A promising new client is eager to get started with your solution. They’ve signed the contract, the onboarding process is in motion, and everything seems on track—until an issue arises. The client reaches out for support, but their case slips through the cracks, buried under a pile of emails. What you’re left with is a rocky start to a new partnership.
When discussing effective client management strategies, a key part of that success lies in how you support clients when questions or challenges arise. This is especially true during the onboarding process when you’re just starting to build a relationship and trust with a new client.
By leveraging case management best practices, you can transform the way you manage client relationships for the better.
Client Relationship Management: Expectations for Support
People are accustomed to the instant gratification provided by consumer tech, from real-time product tracking, to instant customer support chats, to personalized recommendations. They want to see that same level of responsiveness and ease in their professional interactions.
Clients have come to expect seamless, proactive, fast support that aligns with the pace of their business. This shift places case handling at the forefront of client relationship management.
When a case goes unnoticed or unresolved, it’s more than just an internal oversight—it signals to the client that their needs aren’t being met. This can be especially damaging during onboarding, where first impressions matter most. A delayed response can derail timelines, push projects out of scope, and sour the client relationship.
On the flip side, efficient case management shows clients that their concerns are handled with urgency and care. It’s the foundation for trust, setting the tone for the entire client lifecycle.
Traditional Case Management Pitfalls: What’s Holding Companies Back?
Traditional methods for case management may have worked well in the past, but they can make it challenging to deliver the level of responsive, personalized support that clients now expect.
Take email-based systems, for instance. Managing cases through email can feel straightforward for smaller teams. But as client and case volumes grow, it becomes harder to keep track of conversations. Important client issues may get overlooked in busy inboxes, leading to delayed responses and difficulty maintaining clear accountability. Delays can also happen when a team member is out of office and there is no one to handle the case.
Other case management systems may operate separately from client management platforms. This lack of integration can create siloes, requiring teams to switch between systems and manually update information. This leads to inefficiencies, inconsistent communication, and a less cohesive experience for clients.
In some cases, another department or subject matter expert needs to get involved. Accessing key case details can mean sifting through lengthy email threads or request updates from colleagues, leading to unnecessary back-and-forth communication. There’s more risk for miscommunication or missing context and delays in resolution.
Recognizing these gaps is the first step toward creating more effective client management strategies.
Effective Client Management Strategies: Best Practices for Case Management
1. Make It Easy for Clients To Submit Requests
Clients shouldn’t have to jump through hoops to get the support they need. Use client portals or embedded support widgets that make it easy for clients to submit requests without having to search for the right contact. Simple forms with clear instructions help clients provide the necessary details upfront, reducing back-and-forth to clarify requests and speeding up resolution times.
2. Centralize Client Requests and Updates
Scattered communication channels can cause confusion for clients and internal teams alike. Consolidating client communications, case updates, and related documents in a single system allows teams to track every status request without digging through emails or multiple tools. Clients can receive timely case updates without having to follow up.
3. Leverage Automated Workflows and Notifications
Automatically routing incoming cases to the right team members based on relevant criteria ensures requests are handled promptly by the most qualified person. You can also use automation to trigger updates to clients when their case status changes or to send reminders to internal teams if a case has been idle for too long. Everyone stays engaged and there are fewer delays.
4. Use AI To Enhance Responsiveness
AI is making case management faster and more proactive. On the one hand, AI can provide stakeholders with case summaries to deliver transparency and insights faster.
AI can also analyze trends in case data to identify patterns that might signal recurring issues or potential risks. Teams can use these insights to address problems proactively.
5. Integrate Case Management With Your Tech Stack
Integrating case management with your CRM, onboarding platforms, and other business tools gives your team a 360° view of client history, project details, and case information all in one place. This holistic view enables more personalized and informed support. Connected systems also allow for greater insights into client trends, case resolution times, and team performance.
How Setuply Drives Client Management Excellence
At Setuply, we understand that effective client management goes hand-in-hand with effective case handling. Our all-in-one client onboarding and lifecycle management platform brings the two elements together.
Setuply integrates case management into the onboarding and lifecycle management process, eliminating the need for scattered emails and disconnected tools. This centralized approach ensures that no client issue falls through the cracks, and teams can respond swiftly and effectively.
Take it from EL-ITE, a consulting company specializing in HCM services. By moving their case management from email to Setuply, they improved response times by an impressive 300%, enhancing their efficiency and bolstering relationships.
Setuply is proven to help with building client trust and improving client satisfaction. Discover how our platform can elevate your client management and case handling strategies. Request a demo today.