While some of the specifics of Case Management might be unique to a particular industry, as a generic definition Case Management is built around the concept of processing a case – the management of long-lived collaborative processes that coordinate knowledge, content, correspondence and resources in order to progress a case to achieve a particular goal. Case Management platforms are built for managing enterprise functions which do not have a clearly defined path and have or may occur as an impromptu activity depending on change in market scenarios or need for change in business processes.
Who uses case management solutions?
Case management is primarily used by people referred to as “knowledge workers”; those who have the primary job task is to create , distribute or apply information for meeting enterprise goals. There are a wide range of industries that can actively leverage case management applications, including the government, law enforcement, financial services and healthcare. In fact, any knowledge-intensive industry with case workers who must manage a series of steps from the start of a case through to completion and are face every day ad-hoc business scenarios can rely on Case Management for business process improvement.
What does a case management system do?
Traditionally case management solutions have been based on business process management (BPM) or enterprise content management (ECM) software and are used to track such details as billing information, demographics, interactions and more.
A healthcare case worker visiting an expectant mother, for example, would use a case management tool to track information about the client. Not just their personal information (name, age, address, medical history etc.) but details of any previous contact with the client and the current progress towards the conclusion of the case.
More recently, case workers have been using advanced case management solutions, which allow for more insight, responsiveness and adaptability. For example, this could mean cases with near real-time data and analytics, cloud connectivity for mobile access and support with ECM suites to allow for record management and searches.
What makes case management software different from BPM solutions?
One of the main reasons that BPM and ECM technologies differ from case management software is that case management depends on the judgement of case workers rather than technology in order to reach an outcome. While ECM and BPM solutions can automate certain processes, case management have the ability to adapt to different scenarios in real time as against the set patterns of an ECM and BPM. The emphasis of case management is as a flexible tool used to achieve a goal, while BPM is technology that uses a modeled process to solve a business problem.