"When we needed changes, we weren’t filing tickets and waiting weeks. We could review everything in one dashboard, confirm it, and move on. The time saving was obvious fast, and billing went from a monthly scramble to a simple check."
Field Case Managers is a workers’ compensation nurse case management company with 30+ nurses nationwide. Their nurses spend their days coordinating office visits between injured workers, doctors, and insurers, but the work didn’t end when the visit was over.
After every appointment, nurses were stuck with hours of repetitive data entry, pulling them away from patient-facing work. Billing review was messy and inconsistent, which turned end-of-month invoicing into a scramble instead of a quick check. On top of that, they had no reliable appointment confirmation system, leading to preventable no-shows and schedule confusion.
The biggest blocker: their legacy CRM wasn’t built for modern automation or AI integrations, so every improvement had to work around rigid tools and disconnected workflows.
OTR Digital built a centralized dashboard + automation pipeline that works with Field Case Managers’ existing CRM instead of trying to replace it.
Incoming information (especially email-based updates) is automatically scanned and structured, then routed into a single dashboard where staff can review and confirm the details before anything is pushed into the CRM. That verification step keeps the system reliable while still removing the bulk of manual entry.
From there, the workflow expands into the operational pain points:
- Automated appointment confirmations go out by text and email to reduce missed visits and last-minute confusion.
- A location knowledge base supports mileage automation, so travel is tracked consistently without nurses doing extra work.
- Wait time and expenses are captured in a standardized way, making billing review cleaner and faster.
The result is a workflow that feels modern on the front end, while still integrating cleanly with a legacy CRM in the background.
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