Smoother Case Management and Unified Overview
Karlskoga Municipality’s Journey with VisionFlow
Karlskoga Municipality has chosen VisionFlow to consolidate its case management and connect the service center with all departments. With over 49 workspaces and a growing user base, the municipality now has a clear overview of its cases – from first contact to resolution.
André Heeger Jensen, Operations Coordinator and System Administrator for VisionFlow at Karlskoga Municipality, shares how VisionFlow has transformed their way of working.
A platform that connects an entire municipality
Karlskoga’s service center acts as the hub of the municipal organization. Cases that previously ended up in separate systems are now gathered in one place.
– “Figuratively speaking: we’re the trunk, the other departments are the branches, and the twigs are the units” explains André. “A case at our service center can pass through five different places during its journey and then return to where it started. Now we can see the entire cycle – where the case has been and what’s happened. That’s a huge change since we introduced VisionFlow.”
By collecting everything in one system, they avoid double work and misunderstandings. Each department works in its own workspace while still having access to the full history of every case. This provides complete control over status and next steps.
Easy implementation in a growing organization
The use of VisionFlow continues to grow within Karlskoga Municipality. Today, they already have 49 different workspaces – or projects, as they call them internally – and 290 active users. André mentions that he already has ten new projects lined up for implementation in VisionFlow soon.
– “VisionFlow is a much more open system than the ones I’ve worked with before,” says André.
“Here, you can actually do much more and adapt the system in a completely different way. With other vendors, customization hasn’t been possible – or it has required consultancy services that ended up being expensive, without really delivering what we needed. It’s a huge difference compared to working with VisionFlow.”
Better collaboration and full history
One of the biggest improvements is that everyone can follow a case from start to finish. A case can pass through several departments, but the history stays with it. This makes the workflow smoother and the customer journey more transparent.
– “We’ve gained a smoother flow across the organization and a complete history – a huge improvement,” André concludes. “I often joke that we love colorful Post-it notes, and while they’re great, they don’t capture the full history we get in VisionFlow – and that makes all the difference.”
The improved workflow also strengthens teamwork. With faster responses and clearer responsibilities, they save time and improve service quality.
A partner that listens
Beyond the platform itself, Karlskoga highlights its collaboration with Visionera as a key factor. André describes the relationship as responsive and personal:
– “One of my main criteria when choosing a system is getting good responsiveness from the vendor” André explains. ”I prefer coming up with ideas that I can discuss with you as the supplier – ideas you take on board, instead of just pushing features we might not need. We collaborate and develop the system together.”
The municipality sees VisionFlow as a long-term project, where new features and technologies will unlock even greater potential over time. They value that Visionera drives development in partnership with its customers.
Future-proof your processes
With VisionFlow, Karlskoga Municipality has created a unified way of working that scales with the organization. By bringing all cases together, connecting the service center with each department, and preserving the full history, they’ve achieved better collaboration and a more secure process.
Would you like to see how VisionFlow can improve your case management and provide a unified overview? Contact us for a demo or talk to a product specialist.