Contacting the Client: General Information

We need to record our first contact point with the client as accurately as possible, as this is a key figure for most contracts, the time between the referral being entered on the system and our initial contact attempt. It's an 'attempt' because we may not successfully get into contact with the client, but the 'attempt' satisfies the KPI requirement.

When you attempt to make contact with the client and are unsuccessful, you should use the Contact Attempt case action. If you manage to contact the client immediately, use the Client Contacted Case action to record this.