Empower your knowledge workers to collaborate and respond to real-time opportunities and unanticipated situations while working on complex cases. Supported with robust case management capabilities to manage case-related information, documents, and communications from one place.
What are Different Types of Case Management?
The concept of case management can be applied to cater to different business needs and can be broken down into 3 broad categories, such as:
Investigative Case Management
AI-powered fraud detection and analytics enhance investigation efficiency across various processes
Involve fraud investigations across various organizational processes by using advanced analytics and audit capabilities
For instance, tax, credit and insurance fraud, legal investigations, background checks, and IP protection
Service Request Management
AI-powered automation streamlines service request fulfillment, ensuring SLA adherence
For instance, insurance and healthcare claims, warranty fulfillment, and telecommunications service provisioning
Incident Management
Involve incidents that can create operational, customer-related, or statutory issues in an organization and need to be rectified to avoid future re-occurrence
For instance, dispute resolution, HR grievances, etc.
How Does Newgen Solve for Your Case Management Needs?
Case Creation and Configuration
Easily create and configure cases using a predefined global task library with ready-to-use discretionary tasks. Leverage the library to gain access to older cases used in similar contexts and utilize them with minor modifications. Furthermore, quickly configure routing conditions, exceptions, user/group allocation, etc.
Dynamic Task Creation and Execution
Flexibly conceptualize, create, and execute discretionary tasks while leveraging the experience and expertise of case workers, based on the changing goals and requirements. Additionally, create ad hoc tasks to handle unprecedented situations during run-time
Collaborative Decision Making
Gain access to unified case file, with case data, tasks, documents, forms, to-do lists, and other case-related information, for 360-degree case visualization. Ensure better decision making by knowledge workers with real-time case sharing and collaboration
Case Visibility and Insights
Visualize case lifecycle and gain insights into case and task workers’ performances in real time. Get system-generated automated notifications to take immediate action once a task is initiated, completed, reassigned, declined, and failed
Lead with an Industry-recognized Platform
Organizations looking for an advanced content platform capable of scaling for heavy workloads and that need deployment flexibility and advanced automation and AI capabilities should consider Newgen.
The Forrester Wave™: Content Platforms, Q1 2025
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All you need to know about Case Management Software
A case management system is an enterprise platform that helps organizations manage, track, and resolve complex cases, such as customer requests, service issues, compliance checks, or investigations, from initiation to closure. Unlike siloed tools, an intelligent case management system provides a 360-degree view of each case, enabling seamless collaboration, faster resolution, and better customer experiences.
NewgenONE case management system combines low code, AI, and automation to streamline the entire case lifecycle.
The four key stages of case management are:
- Case Intake – Capturing and categorizing incoming requests or incidents
- Case Assessment – Analyzing the case, verifying information, and setting priorities
- Case Action/Resolution – Executing tasks, collaborating across teams, and resolving the issue
- Case Closure & Review – Completing documentation, ensuring compliance, and analyzing insights for future improvements
A modern case management system automates these steps, reducing manual effort and errors.
The seven core functions are:
- Case intake and registration
- Assessment and investigation
- Planning and task assignment
- Collaboration and communication
- Monitoring and compliance tracking
- Resolution and closure
- Reporting and analytics
With Newgen’s AI-first case management system, enterprises can digitize these functions to ensure speed, accuracy, and transparency.
A case management system helps enterprises in the UAE improve efficiency, compliance, and customer experience. For example:
- Government agencies can digitize citizen services for faster turnaround
- Banks and insurers can resolve customer requests while meeting UAE Central Bank and regulatory requirements
- Enterprises can ensure transparency, reduce operational bottlenecks, and deliver superior service experiences
NewgenONE Case Management System empowers UAE organizations to achieve these outcomes with AI-driven automation and a low-code foundation.
A case manager is a professional responsible for coordinating and overseeing a case from start to finish. In a business context, they ensure that requests, issues, or investigations are handled efficiently, involving the right stakeholders at the right time. With intelligent case management systems, much of this work is automated, allowing case managers to focus on decision-making and customer engagement rather than manual tasks.
Case management system reduces business challenges by:
- Eliminating silos with a unified view of cases
- Automating repetitive tasks to save time
- Enforcing compliance with built-in checks and audits
- Enhancing collaboration across departments
- Providing real-time insights for better decision-making
With NewgenONE Case Management system, enterprises overcome complexity and deliver faster, more accurate outcomes.
In case management, a “case” refers to a collection of related information, processes, documents, and interactions required to resolve a specific issue or request. For example, a customer complaint, a loan application, an insurance claim, or a compliance audit can all be considered cases. A case management system organizes these elements in a single place, ensuring transparency and efficiency.
Case management software is a digital solution that helps organizations capture, manage, and resolve cases in a structured way. Unlike traditional tools or spreadsheets, modern case management software offers automation, AI, and analytics.
NewgenONE case management software enables enterprises to streamline processes, ensure compliance, and drive superior employee and customer experiences.
