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What is case management? What are the typical challenges to overcome? How can you be sure you can address the critical capabilities? What are typical use cases for dynamic case management software? To answer your questions, read on.

Unsure Case Management software is right for you? Get an education on Case Management basics...in the Case Management Guide.

What Is Case Management

What is Case Management Software?

  • Dynamic Case Management is the coordination of dynamic processes, data, and collaboration in support of case work
  • Case Work is classified in four styles: investigations, service requests, incident management, and process to decision
  • Case is a single view into all data, files, tasks, actions, collaborations, and history involving specific investigation, incident, service request, or process
  • Case Management Software unifies critical capabilities in support of all styles of case work
  • Case Management Frameworks deliver pre-built solutions for common case work patterns

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Case management challenges

Case Management Challenges

  • Unification of dynamic processes and data into a current, complete, and accurate view
  • Context of individual pieces of data and content is needed to inform the right decisions
  • Case Analytics measure the performance of case handling towards established business goals
  • Collaboration between case workers must be open to drive more effective action
  • Enterprise Mobility provides mobile access to case information and actions, driving faster response time and empowering field case workers

Case Management is often misunderstood. Learn about case management software in this timeless webinar.

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Critical Capabilities of Dynamic Case Management Software

  • Business Process Management provides process and rules modeling for enforcing case rules and policies
  • Case File is a single view into all data, files, tasks, actions, collaborations, and history involving specific investigations, incidents, service requests, or processes
  • Collaboration in the context of a case promotes the exchange of professional opinions and quick conclusions as a group
  • Ad-hoc Activities allow case workers to create, assign, and complete work items in the context of the case, without a need for a predefined sequence of events
  • Audit trails provide the history of all content, process events, and collaborations in the context of the case
Appian case management dashboards

Case Management Use Cases

  • Process to Decision use cases may follow a predictable, reliable path, but require the flexibility to handle unexpected exceptions and ad hoc activities
  • Service Request use cases have a relatively high degree of structure, but context is not well known at the starting point
  • Incident Management use cases have a high-level process in place to achieve resolution, but require flexibility and cross-team collaboration to adapt to any situation
  • Investigation use cases have the least structured process and/or context, but a well defined business goal
  • Case Management Frameworks deliver pre-built solutions for common case work patterns

Now that you understand case management, learn about Appian dynamic case management software.

Listen to the Market

“The integrated capabilities of Appian’s case management platform are helping us modernize critical airport safety, security, and environmental efforts.”

– Anna Gikovski, Process Improvement Manager,  Melbourne Airport

Melbourne Airport