Case management
Succeeding with case management is not just about responding to support questions – it’s a structured way of working that provides oversight, creates reliability, and frees up time.
In a modern organization, cases arrive via email, phone, forms, and chat, placing high demands on your case management. Without a well-designed solution, questions risk falling through the cracks and lead times become long. With VisionFlow, you collect all cases in one place and automate the entire process from first contact to resolution.
Our customers streamline their case management with VisionFlow.
Why Case Management Is Important
Well-functioning case management makes a difference for both customers and employees. Without structure, cases are easily lost, which costs time, money, and trust. With a systematic workflow, you maintain control; rules and processes assign tasks to the right person, and the team can follow up on time. Reports and insights provide a clear picture of workload and bottlenecks, leading to faster decisions and more satisfied customers.
The benefits of efficient case management are many — for customers, employees, and your internal operations:
Shorter response times
All information is gathered in one interface so everyone sees what needs to be done and when.
Less manual work
Automated processes reduce inbox double-checking and free up time.
Better prioritization
Clear rules and queues ensure the right cases are handled first.
Data-driven decisions
Reports show lead times, volumes, and trends so you can identify bottlenecks and improve workflows.
Higher customer satisfaction
Fast and personalized service builds loyalty and creates satisfied users.
How VisionFlow Automates the Case Flow
VisionFlow is a Swedish ITSM system developed from over 20 years of experience in digitalization, case management, and service management. The system automatically creates cases from incoming channels and distributes them according to your rules. The team tracks status, communicates, and resolves cases in the same interface – from start to finish.
Automatic cases
VisionFlow creates cases from email, forms, and chat so nothing falls through the cracks.
Customized workflows
Build queues, categories, and case types that reflect your way of working.
Full traceability
Track history, decisions, and communication from registration to resolution.
Manage all types of cases
Support questions, bugs, improvements, and internal tasks are managed within the same case management system.
Automated workflows
Create automatic responses, reminders, and processes to free up time.
Integrations
Connect VisionFlow to your existing tools for a seamless workflow.
Self-service
Let customers find answers themselves with a knowledge base that reduces support needs.
Reports and insights
Gain visibility, discover bottlenecks, and optimize processes with data-driven insights.
Detailed information
Keep all customer data in one place for better relationships.
How VisionFlow Works in Practice
When a new case arrives via email, phone, forms, or chat, it is automatically registered in VisionFlow. The system prioritizes and assigns the task according to your rules. Everyone involved sees status, history, and the next step in the same interface.
With automatic reminders and escalations, nothing is missed, and you can create processes for SLA follow-up or escalation. By gathering everything in one system, you reduce manual handling and free up time to focus on solving problems.
Book a demo with one of our product experts and discover how VisionFlow can help you with case management today!
Why choose VisionFlow?
VisionFlow is a Swedish provider with servers in Sweden. This means all data is stored according to Swedish and European regulations, and you avoid the uncertainty of third-country transfers. The service is GDPR-secure, modular, and easily adapted to your needs – especially for organizations with high requirements on case management.
GDPR security
Data is stored on Swedish servers, giving full control and transparency.
Flexible & scalable
The system can be configured without technical expertise and grows with your needs.
Cost-effective
You only pay for the modules you use - no expensive add-ons.
All-in-one
VisionFlow covers everything from cases and projects to contracts, assets, and customer relationships.
20+ years of experience
We have extensive experience in case management and gladly support you throughout the process.
Customer Stories - Real Results in Practice
When case management becomes consolidated, traceable, and automated, it’s noticeable in everyday work. With clearer workflows and more time for value-creating tasks, your operations become more efficient.
In our customer stories, you can read how organizations in both the private and public sectors have improved their case management with VisionFlow.
"VisionFlow has given us full traceability and streamlined our way of working. We can follow all cases regardless of owner and status, which creates better transparency and collaboration. In addition, the system provides us with valuable data and information that improves our business decisions."
"The traceability in VisionFlow is very good, we get a clear and detailed picture of how the customer flows are connected from quote to delivery project and development."
"With all servers in Sweden, VisionFlow offers a safe and secure solution that meets our high standards. We can trust that our data is handled safely, while we have the possibility to customize the system to our needs."
"The best thing about VisionFlow is still the flexibility - there are very few things that cannot be solved. I really appreciated the start-up, which was done in an agile workshop format - something that suits us perfectly."
“Here, you can actually do much more and customize the system in a completely different way. With other providers, customization hasn’t been possible — or it has required consulting services. Consulting services that ultimately just turned into large costs, and you still didn’t really get what you needed. It’s a huge difference compared to working with VisionFlow.”
Frequently asked questions
What does case management mean?
Case management involves collecting, organizing, and handling customer inquiries, support cases, and internal tasks in a structured way. The purpose is to provide oversight, reduce duplicate work, and ensure nothing falls through the cracks.
Can we integrate VisionFlow with other systems?
Yes, VisionFlow supports REST API, allowing you to integrate VisionFlow with other systems and build custom integrations based on your needs. We also provide existing integrations with, for example, Fortnox, Twilio, and email services.
Is there an on-premise version?
Yes, we offer both cloud-based and on-premise server versions.
With the on-premise version, VisionFlow runs on your own server, for example in your data center. Pricing is based on an enterprise license, number of user licenses (minimum 15), and the modules you require.
To get an accurate price quote contact us at sales@visionflow.com
Can the system handle different types of cases?
Absolutely. You create your own case types, set categories, and control workflows based on your needs. VisionFlow supports your processes according to your organization’s requirements.
Is VisionFlow suitable for both small and large teams?
Yes. You can start small and scale smoothly as your needs grow. Beyond the core solution, you can add additional modules to tailor the system further.
What is a document and case management system?
VisionFlow supports document and case management in the same platform.
This means you can link decisions, documentation, and communication directly to each case, diarize and archive information in a structured way, and follow the full history over time.
A document and case management system helps organizations systemize, integrate, diarize, and archive information in a way that creates transparency, traceability, and order.
What case management systems exist?
VisionFlow is a Swedish, modular case management system customizable to your organization. It supports everything from simple support workflows to advanced processes in case management and ITSM.
When comparing systems, you should prioritize end-to-end traceability, secure and GDPR-compliant data handling, integration capabilities, automation and self-service features, and clear reporting and analytics.
There are many other systems on the market – from simple helpdesk tools to broad ITSM platforms and document/case management systems – but always base your choice on your own needs.
What is a case management system?
It is a digital solution that manages the entire case management flow. It receives, registers, and assigns cases, automates reminders, and gathers all history and communication in a single interface.
Can users have different modules?
No. All regular users in VisionFlow have the same module set. You choose the modules you need – with case management as the foundation – and these apply to all users in your organization.
An exception is external users who only access the support center. They do not require a license.
For users who only need occasional access, we offer occasional-user licenses where several people share one license (one at a time).
This is a good alternative for example management or specialists who need to sign in rarely to read, sign-off on or update unique issues.
How does a case management system work?
VisionFlow helps you create a workflow for your case management. When a case is created via email, form, chat, or manually, you assign it to the responsible team or person. VisionFlow provides full transparency and traceability from start to resolution.
What does it mean to process a case?
Processing a case includes all actions from the moment the case is submitted until it is closed or a decision is made. VisionFlow supports the entire case-management chain — from registration and investigation to decision and follow-up.
What does a tiered escalation process look like?
Many organizations use a tier-based model for case management and support. There is no official standard, but a common structure looks like this:
- Level 0 – Self-service: the customer finds answers themselves through a knowledge base, portal, or chatbot.
- Level 1 – First-line support: receives cases, resolves common questions, and follows established procedures.
- Level 2 – Second-line support: handles more complex cases that require deeper expertise or additional tools.
- Level 3 – Specialists/developers: take over when the case requires advanced analysis, system changes, or in-depth technical troubleshooting.
Self-service is often not considered an “escalation” within case management, but rather the first step before a case reaches support. How many levels you need depends on the size of your organization, its complexity, and the types of cases you handle.
Is there a free version of VisionFlow?
Visionera AB supports some charities and offers them a free version of VisionFlow. Read more in our knowledge base how you as a charity worker can get such a license.
For other non-profit or educational organizations and similar, we give generous discounts. Contact us at sales@visionflow.com for a quote.