What is Case Management?

What are the right types of case management software?

What are case management systems?

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?

For answers, read on.

Case Management Basics

The discipline of making the right decision on often complex issues.

Dynamic Case Management
A coordination of data and collaboration, where processes are less structured, interactions more ad hoc, events and milestones hard to timeline.

Case Work
Classified in four styles: investigations, service requests, incident management, and decisioning and process orchestration.

Case
A single view into all data, files, tasks, actions, collaborations, and history involving specific investigation, incident, service request, or process.

Case Management Software
Unify critical capabilities in support of all styles of case work.

Case Management Frameworks
Deliver pre-built solutions for common case work patterns.

Get more Case Management Basics...in the Case Management Guide.

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How Can You Address Typical Case Management Challenges?

Try taking these steps.

Unify
Connect dynamic processes and data into a current, complete, and accurate view

Get context
Clarity on individual pieces of data and content to inform the right decisions

Take advantage of real-time case analytics
Track progress towards established business goals

Collaboration
Enable caseworkers to uncover hidden information

Ensure enterprise mobility
Access case information anywhere to drive faster response time and empower case workers

What Are the Critical Capabilities of Dynamic Case Management?

Make sure to have these key features in place when you implement case management software.

Business Process Management
Provide process and rules modeling that enforces case rules and policies.

Unified Case Files
Provide a single view into all data, files, tasks, actions, collaborations, and history involving specific investigations, incidents, service requests, or processes.

Collaboration
Enable case-related exchanges of professional opinions and quick conclusions as a group.

Ad-hoc Activities
Allow caseworkers to create, assign, and complete work items, without predefined sequences of events.

Audit trails
Provide history of all case-related content, process events, and collaborations

What are the Use Cases of Dynamic Case Management?

How are the case management use cases defined?

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
A relatively high degree of structure, but context is not well known at the starting point.

Incident Management
A high-level process in place to achieve resolution, but require flexibility and cross-team collaboration to adapt to any situation.

Investigation
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.

The Gartner Magic Quadrant for BPM Platform-Based Case Management Frameworks

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