In the current competitive era, every business enterprise and organization working in any part of the world wants to stand far ahead of its competitors. Not only this but making huge profits and earning the customer’s satisfaction has become a part of their business goals. Strategic business decisions, productive work environment, efficient and skilled employees, out-of-the-box product/service offering and competitive pricing are some of the key requirements of running a profitable business firm.

With the introduction of new innovative technologies and software products, business enterprises have got an opportunity to automate various day-to-day business processes, which earlier required other resources to operate. A Case Management System (often known as Help Desk Software) is one such software that has automated the complete process of resolving a customer’s complaint or service request, accurately and efficiently.

Nowadays, it has become a kind of necessity for business enterprises (offering products or services) to deploy a case management software at their help desk for providing ‘end-to-end’ customer support & assistance. It not only helps them in brand management, but also in maintaining strong customer relationships.

So, if you are planning to deploy a case management software at your business organization’s help desk, below discussed are the Top 10 Things to consider when choosing a Case Management System or a Help Desk software –

# 1


This is the first aspect, you need to think upon. You need to set the total budget to be spent upon purchasing and deploying the CMS at your help desk. Nowadays, there are various types of case management softwares available around, ranging between $0 to $1000. With the price gap, their features and capabilities also differ from each other.

# 2


Now comes security, this is the second most important aspect, which you need to think upon. It is very important that your case management system is highly secure again all potential threats. Since, it stores huge volumes of confidential customer’s database, it must be supported with high-end security features.

# 3

E-Mail Compatibility

You need to check up on the email compatibility of the case management system with different mail servers. It is very important that your CMS allows receiving mails from major mail platforms, for offering enhanced customer support. And if your business enterprise uses the Microsoft Exchange mail server, you need to think twice as only a few of advanced case management systems support MS Exchange.

# 4


Nowadays, there are various types of help desk softwares available around, featuring various advanced tools and innovative features, each helpful in different ways. You need to carefully study the requirements and needs of your service desk, and then choose a CMS, offering the most suitable features, which best addresses all your service desk challenges.

# 5

Customization Options

Every businesses’ service desk has its individual requirements and needs, based upon the nature of business and the target market. Hence, the case management system should allow easy customization, as per the company’s requirement. For example, it should allow ticket or dashboard customization, depending upon the company’s individual need.

# 6


You need to check out whether the CMS software allows future upgradation or expansion options in the future or not. Let’s understand this with an example. Suppose you choose a CMS, which feature multiple-user compatibility with only 10 users together, currently good enough as per your service desk’s strength. But in future, if you need to add more users, it won’t allow you and would be of no use then. Hence, you must choose a CMS software which allows upgradation or capability expansion in future.

# 7


An advanced case management software can be hosted, on-premise or on a cloud as well. You need to make a choice, which you want to choose for your service desk. However, cloud hosting is considered better than on-premise hosting, since there in no chance of data loss or corruption with all ticketing database stored on the cloud.

# 8

Report Generation

Some of the case management softwares allow its user to generate instant reports for various kinds of activities made during a certain period of time. You need to check whether the CMS software allows report generation in your preferred format or not.

# 9

Software Training

It is very important that you and your help desk team carefully understands all the features, operational tools and working of a CMS software post its deployment. Some of the case management systems offer complete software training and support post their deployment, which is very beneficial especially for the customer care representatives. Hence, check whether the CMS offers software training or not, before making the final decision.

# 10

Market Reputation

Last but not the least, you need to check with the market reputation of a case management system software, before deploying it at your help desk’s working base. Check with online forums, comparison blogs, expert consultants, your friends and colleagues before making a final decision. Some online platforms have the full hands-on and in-depth review of such softwares, which would be helpful for you in choosing the best help desk software.

Are you looking for an innovative case management system for your company’s help desk?

With Nilex’s case management system, you can develop at the same pace as your business. Start with limited uses and grow over time.