Automate collaborative work and exception handling with best-in-class capabilities.
Interactions between people, processes, and data can be dynamic, ad hoc, and unpredictable. As a core capability of Appian’s Full-stack Automation, case management helps you unify these interactions for better, faster, smarter decisions and while keeping people in full control.
Case management is a set of processes that can be automated or manual, used to acquire, unite, and track data to collaborate and coordinate resources to accomplish a goal. Case management connects the dots between people, process, and data. It keeps stakeholders informed and improves the experience for both customers and employees.
Process to Decision
Process to Decision
When there is a predictable, reliable process, but you need flexibility to handle the unexpected.
Examples: Routine Patient Care, Pharmacovigilance, Contract and Lifecycle Management
Since 2015, Aviva has been optimizing processes for operational efficiency. Aviva has increased the number of same-day claims settlements from 1% to 25%, plus a 530% jump for claims settled within three days.
When you have structure, but the context is not understood at the start.
Examples: Customer Service (help desk, customer inquiries), Claims Management, Ongoing Maintenance
FirstBank deployed Appian for intelligent case management to rapidly identify and resolve potential money laundering schemes. FirstBank ensures safety, achieves 100% compliance, and saves more than 1,000 work hours each year with the AML solution.
When you have high-level process, but need flexibility and collaboration.
Examples: Facility Management, Emergency Response, HR Grievances, Adverse Events
Investigatory Contact Tracing
Respond to COVID-19 exposures rapidly. Easily track and respond to incidents with investigatory case management, in accordance with the U.S. Centers for Disease Control and Prevention guidelines.
When you have little structured process, but a well-defined business goal.
Examples: Insurance Claims, Medical Claims, Disputes and Complaints Management
Dynamic Exception Handling
Best-in-class human-in-the-loop capabilities handle robotic process automation (RPA) exceptions and ad-hoc activities fast, keeping people in full control.