What is RAPIDS Case Management System (RAPIDS CM)?

RAPIDS CM provides support organizations with a systematic tool to record all client interactions. It monitors the status and progress of customer inquiries and complaints, and records all communication between customer service agents and clients.

RAPIDS CM tracks the complete history of all cases, and its keyword searching capabilities and lookup fields allow users to obtain instant access to all related information, at any time. The system's built-in real time reporting functions will enable your organization to convert general information into valuable knowledge by detailing such things as trends in client complaints, or average times from case conception to case resolution within a given branch.

How can RAPIDS CM help your organization?

RAPIDS CM is a flexible and customizable system that can help an organization, within any market, to gain a better understanding of its clients. It provides users with a tool to facilitate the identification of root causes that may require remedial action. Furthermore, RAPIDS CM organizes information in a way that allows managers to establish the most efficient workflow possible, by maximizing company resources to resolve client support issues in a timely manner.

Key Features

Escalation : Provides notification via email to a pre-determined authority whenever business targets are achieved or whenever a business rule is broken. For example, a manager can be notified that a case has escalated to a higher priority level due to a case resolution deadline being missed.

Email Notification : User and system templates generate email notifications automatically, which can then be sent to anyone, including the client, technician, supervisor, or manager, depending on business procedures within a given organization. For example, every time a case is closed, a template can be used to automatically send an email to the client, asking if they were satisfied with the speed and quality of service that they received.

Intuitive Case Entry Form : Visually appealing, intuitive and user friendly interface that simplifies the process of entering, storing and retrieving information. Data fields can be added or removed based on unique industry requirements.

Automatic Case Routing : Upon registration into the system, cases can either be automatically assigned to a technician or customer service agent, OR, the system can suggest who the case should be assigned to, based on pre-determined business rules within an organization.

Detailed Search Form : Allows users to easily search for and retrieve information based on case data fields. One or more data fields can be selected depending on whether the user desires expanded or narrow search results.

Knowledge Based Search : Full text search based on case descriptions and resolutions.

Summary Reports Form : Allows users to take general information and break it down into specific statistics and percentages.
Reporting: RAPIDS CM integrates with Crystal Reports, yet it can also be customized to integrate with any other reporting software.

Client Portal : Clients have access to a simple step by step online case registration form. A client satisfaction survey can be added to the client portal. The case status feature allows clients to view the status of his/her open case, or to view the previous case history of his/her closed case. An updateable knowledge base feature can also enable case problems and resolutions to be made available for public viewing.

Administrative Utilities : Utilities that allow an administrator to populate the data fields within RAPIDS CM. Such utilities include permissions, groups, sections, rules, email templates, type of services, case status, and many others.

Report Results Form : Consists of a standard report page that displays all search results within RAPIDS CM. The custom reports feature takes the standard search results and uses reporting software to create more complex, custom reports. The filter function allows you to filter the search results based on key data fields, and the save search feature allows you to conduct the same search again at any time.

Spell-Check: Allows users to verify the correct spelling of selected text controls within RAPIDS CM.

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