We come to a chapter that may not appear at first glance to apply to many not-for-profit organizations. The concept of case management is often considered with reference to the human service agencies, such as those within the healthcare industry. This is actually where the original functionality of CiviCRM's case tools was born. Having said that, we actually know of quite a few customers that use the CiviCRM case tool for things such as contract processing, travel arrangements, and volunteer projects.
The concept of case management extends to many other industries and organizations as well. In essence, it is the management of a multistep process, surrounding a single theme, issue, or project, centered on a constituent.
In this chapter, we will cover the following topics:
Thinking through your case management system
Configuring cases
Tracking, managing, and resolving cases
Even if you do not initially think CiviCRM's case management tools...