Within Gather, each case can have a single assigned Funeral Director, but what about all of the other people who need to keep an eye on that case? No worries, we've got you covered so you can make sure all of your cases are covered!
👀 What is a Case Watcher?
One or more team members can be added as a Case Watcher on any given case, which allows you to follow the care process for a particular case without needing to be assigned to the case. Case Watchers receive all notifications that an assigned funeral director would receive and you can filter to see just the cases that you are watching.
🚫 Case Watchers is an internal tool that is NOT visible to Family members.
💡 Top 10 ideas to get the most out of Case Watchers?
1️⃣ Team Collaboration:
Sharing Responsibility: Funeral homes often have multiple staff members involved in different aspects of a case. Case watchers allow for better collaboration and information sharing among the team.
2️⃣ Efficient Communication:
Real-time Updates: Notify additional staff members instantly when significant events occur, such as the signing of paperwork, completion of tasks, or receipt of payments.
Reduce Delays: Minimize delays by ensuring that everyone involved in a case is promptly informed of any developments.
3️⃣ Backup and Redundancy:
Backup for Assigned Funeral Director: In case the assigned funeral director is unavailable, having additional watchers ensures that there's backup and continuity in managing the case.
4️⃣ Client Service Improvement:
Enhanced Customer Support: With multiple team members aware of case updates, funeral homes can provide quicker responses to client inquiries and ensure a higher level of customer service.
5️⃣ Training and Mentorship:
Training Opportunities: New or less experienced staff members can use case watching as a learning tool, observing how more experienced colleagues handle various aspects of a case.
6️⃣ Accountability:
Task Monitoring: Assigning case watchers helps ensure that tasks are completed promptly, as there are multiple sets of eyes on the progress of the case.
7️⃣ Situational Awareness:
Comprehensive Understanding: Allowing different team members to be case watchers ensures that everyone involved has a comprehensive understanding of the case's status and requirements.
8️⃣ Workflow Optimization:
Identifying Bottlenecks: By having multiple watchers, funeral homes can identify and address potential bottlenecks or delays in the case workflow.
9️⃣ Regulatory Compliance:
Documentation Oversight: Ensure that all required paperwork and documentation are appropriately reviewed by having multiple staff members as case watchers to catch any oversight.
🔟 Improved Coordination with External Entities:
Coordination with Other Service Providers: If external entities, such as florists or transport services, are involved in a case, case watchers can facilitate better coordination and communication.
🚨 What notifications will a Case Watcher receive?
So what exactly happens when a Case Watcher gets assigned to a case? Let's walk through the additional notifications that are sent to Case Watchers:
1️⃣ When a family task is completed
2️⃣ When a funeral home task is completed
3️⃣ When a signature packet is sent for signing
4️⃣ When a signature packet is completed
5️⃣ When a payment is made on a case
NOTE: As a funeral home employee, you will also continue to receive the following notifications, regardless of whether or not you are added as a Case Watcher:
When a family task is assigned to you
When a family task assigned to you is completed
When a funeral home task is assigned to you
When a funeral home task assigned to you is completed
When a signature packet is sent with you as a signer
When a signature packet is completed with you as a signer
➕ How do I add a Case Watcher?
1️⃣ From the DashBoard case card
2️⃣ From the WhiteBoard case card
3️⃣ From the top of the Organize page
4️⃣ From the top of the Tracking Steps timeline
5️⃣ From the Case Watchers column in the Case Report
✨ How can I see just the cases I am watching?
To see all of the cases that you are watching, simply navigate to the cases report and filter on the Case Watchers column to isolate your watched cases.
Need More Help? 👋
Chat with our team anytime. Or give us a ring at (208) 908-0488.