Case Management

In the modern business landscape, organizations are constantly faced with unanticipated scenarios and circumstances, such as customers’ escalations, process exemptions, frauds, incorrectly credited payments, and rejections of legible health claims. Each case reflects a unique situation and involves complex interactions between content, people, and business and regulatory policies. These cases must be approached in a balanced manner to achieve desired business outcomes. Case handling involves managing information, giving judgments, and ensuring domain expertise.

Case management is a software-based approach for handling business cases, from initiation to resolution. It combines human actions with intelligent automation. The progression of a case to resolution is typically driven by human decision making, unexpected events, policies and rules, and changes to content status rather than the factors that can be predetermined and prescribed using a structured workflow design.

Case management, as a style of work, has existed for years. However, case management software applications were largely confined to some specific industries, including government, legal, insurance, and healthcare.

Since 2014, there has been a steady increase in interest for case management from business leaders across various other industries, including banking and financial services, retail, real estate, and land development.

The constant pressure to ensure transparency and traceability in the complete decision-making process, regulatory compliance, and contextual engagements are some of the driving forces behind the growing interest. The different areas of work that are eventually being seen as “case-oriented” rather than transactional include:

• Mortgage origination
• Investment portfolio management
• Fraud investigations
• Human resource grievances
• University admissions
• Background checks
• Grants management
• Customer complaints

Case workers have lately started leveraging advanced case management solutions, which enable them to gain detailed insights, maximize responsiveness, and ensure adaptability.

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.

• Ability to create, manage, and share relevant content, information, data, and reports to all case stakeholders
• Unified case file to view complete case-related content, residing in different formats and locations
• Real-time case lifecycle visualization
• Flexibility to execute discretionary tasks based on changing goals
• Ad hoc task creation capabilities to handle unprecedented situations during run-time
• Auto-classification tools to seamlessly store, archive, and retrieve case-related information

The four key stages of case management are:

1. Case Intake – Capturing and categorizing incoming requests or incidents
2. Case Assessment – Analyzing the case, verifying information, and setting priorities
3. Case Action/Resolution – Executing tasks, collaborating across teams, and resolving the issue
4. Case Closure & Review – Completing documentation, ensuring compliance, and analyzing insights for future improvements

A modern case management software automates these steps, reducing manual effort and errors.

The seven core functions are:

1. Case intake and registration
2. Assessment and investigation
3. Planning and task assignment
4. Collaboration and communication
5. Monitoring and compliance tracking
6. Resolution and closure
7. Reporting and analytics

With Newgen’s AI-first case management software, enterprises can digitize these functions to ensure speed, accuracy, and transparency.

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 software, much of this work is automated, allowing case managers to focus on decision-making and customer engagement rather than manual tasks.

Case management software 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 software, 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 software organizes these elements in a single place, ensuring transparency and efficiency.

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.