What is Case Management?

Reduce business challenges and complexities with a case management system

Case management is the work—recording, monitoring and analysis—involved in the processing of the data, procedures, and related content that comprise a case.

A case can be an investigation that must be conducted, a service request that must be fulfilled or an incident or issue that must be resolved.

As opposed to business process management (BPM), which focuses specifically on workflows and repeatable processes, case management is a more holistic technique for managing work and processes that aren’t repeatable. Case management solutions are designed to improve knowledge-driven work as well as to improve general processes to optimize outcomes.

Case management definition

Case management is defined as a process for managing data relationships, documents and processes for cases, like service requests, investigations, or incidents, that require action and resolution.

  • Reduce business challenges and complexities

    Case management software solutions enables organizations to address a range of business challenges and manage unpredictable, information-centric work. Critical capabilities include:

    1. Task and Activity Management
    2. Customized Knowledge Worker Interface
    3. Content Management
    4. Business Rules and Workflow
    5. Visibility and Reporting

    Some business activities that a case management solution can improve are:

    • Facilities project management
    • Compliance tracking
    • Vendor management
    • Contract management
    • HR onboarding
    • Incident resolution
    • Fraud investigation
    • more
  • What are some use cases for case management?

    Three work patterns have emerged as being extremely applicable to a case management approach. These include, but are not limited to:

    • Investigative Case Management (e.g., anti-money laundering, fraud, underwriting, claims management, legal matter management, law firm solutions, storm water management, public defender case management)
    • Service Request Management (e.g., customer onboarding, contract requests, employee onboarding, probationer management, vendor onboarding, provider onboarding)
    • Incident Management (e.g., IT help desk, facility work orders, appeal & grievances, HR incidents, university counseling, quality control)
  • Does my organization need a case management solution?

    Ask yourself these questions:

    • What are your organization’s current processes for handling cases?
    • Are they enabling your knowledge workers to provide the best possible service to your clients while remaining flexible and efficient?
    • Are your employees enabled to solve problems with a complete view of all the information they need to complete their work?

    If not, a case management solution could be your answer.

  • Cloud vs. on-premise case management solutions: Which option to go for?

    Whether you deploy your solution on the cloud or on-premise depends on what your organization needs. Hosting on the cloud is becoming the go-to option for today’s businesses because of its superiority when it comes to security, business continuity and scalability. However, some organizations still choose to go with on-premise deployment especially if they have the capital, expertise and infrastructure to support this.

    Why host on the cloud?

    • Secure: Data is protected with multiple layers of security on top of protocols like physical security, perimeter data defense and cloud host security that protects against hackers, technology failures, disasters or misuse.
    • Reliable: Reliable, available and resilient cloud infrastructure that is made possible by failover exercises, replication, incident response protocols and resource utilization monitoring.
    • Scalable: Evolves with your organization's changing business needs, scaling to accommodate additional infrastructure and document storage needs. Upgrades and expansions take place as smoothly as possible with automatic updates.
    • Compliant: The right cloud solution will have the requisite security and compliant infrastructure that accommodates demanding SLAs and a range of industry-specific and location-based compliance initiatives.

    Why host on-premise?

    • If your organization already has the infrastructure, then it might make sense to deploy on-premise so you can avoid paying annual hosting charges, lowering the total cost of ownership.
    • Available expertise: Having in-house technicians manage the solutions gives you greater access to make changes to the system as and when you need it, as long as your team is available.
    • Better flexibility: Scale, downgrade, or modify your hardware anytime you need. You have absolute control over the data, software, servers and hardware.
  • Increase productivity and make better business decisions

    Manage data relationships, documents, and processes in a single product, empowering employees to effectively manage cases and make better business decisions. Here are a few ways a case management solution can improve work:

    • Increase productivity and ensure continuity with a complete view of information. Rather than having to toggle between systems or manage spreadsheets, staff remain within the same intuitive interface, logging activities, adding notes and updates, delegating tasks, and scheduling events.
    • Improve visibility and control. Reporting dashboards and audit trails of all activities increase transparency, support compliance and help organizations identify opportunities for improvement.
    • Ensure smooth handoffs and effective collaboration. With critical information and supporting content instantly accessible to all authorized employees throughout the case, organizations support effective collaboration – whether that’s while completing a project, resolving an issue or providing exceptional customer service.
  • Which case management solution is best for my business?

    Case management provides you an edge over your competitors. Find out how Discovery Benefits achieved this with its award-winning enterprise approach to case management.