Inbound Email
versaCase Case Management Software is fully Email Enabled allowing for mailboxes to receive emails, which automatically get converted into categorised, self-contained Cases.
Outbound Email
Emails can also be sent outbound from Cases allowing back and forward communication between users, external parties and requestors. Replies to outbound emails will automatically be logged back to the originating Case, which makes it a self-contained unit with full audit history.
Notifications & Alerts
In addition to the basic inbound and outbound email capability there is extensive notification & alert functionality allowing various templates, such as Open & Closed Confirmation Notifications, Due Date Alerts, Escalations etc. to be automatically generated and sent out via email when they are triggered by the system.
Routing Rules and Templates
Routing Rules can be specified to analyse incoming emails and if certain specified conditions match the rule conditions then the Routing Rule will be triggered. A Routing Rule can Route emails to different Teams and apply custom categorisations and Case Templates to facilitate Workflow and Automation.
Example
Let’s say we have versaCase setup for HR Case Management and an employee has emailed in a Payroll query. versaCase can take this email and based on conditions like To Address, From Address and Email Subject keywords, can use a Routing Rule to Route the email to the Payroll Team and apply a Template to automatically categorise and assign the Case.
Once the Case is logged, a Case Assignment alert can be automatically sent to the user that has been assigned the Case. An Open Confirmation Notification can be automatically sent back to the requestor letting them know that their Case has been created. If the user doesn’t action the Case in a timely manner then Due Date Alert and/or Escalation Notifications can be triggered by the system to automatically send to the responsible people. All actions and communications are logged in the Case Audit history for a full record of activity that can be reported on.
This is just a basic example of some of things that versaCase can achieve with its fully integrated email and notification capabilities.