Dynamics Community Forum Thread Details

Case Management Functionality in MS Dynamics CRM

I am looking for implementing the case management functionality for a legal company using MS Dynamics systems and need to know whether the CRM would be a good platform for that.

Or should I use a different Dynamics system?

Is there a system that already has that functionality? I know that an open-source CRM called CiviCRM does part of the above described functionality, but it is not user-friendly and requires users to edit XML files to modify case templates etc.

The case management in my situation means this:

1. After a client signs a contract we create a case for him using a template. The case includes a number of pre-defined activities (collect documents, schedule an interview, prepare an application for the court, lodge preliminary application, lodge complete application, track its status, obtain a decision, lodge an appeal). Activities will have reminders attached to them so that the legals do not get lost in the large number of cases. The staff must be able to create case templates and add / delete activities in a case after it is created.

2. The staff of the legal company must be able to track time spent on each activity so that the legal company bills its clients for the work done. There must be a log detailing who and when worked on each activity.

3. Document registration. The system must register each document received from the clients of the legal company. The legal staff will then update document status (document translated, document copied and certified, document lodged to a certain organisation, document lost etc). The purpose is again to track the amount of work done for the client and bill them for each operation such as document translation or mailing.

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