Case management practices are vital for most companies in all industries, such as healthcare, insurance, banks, and more. However, not every business process is simple and linear; for complex and non-linear processes, businesses need more dynamic and adaptive systems. That’s why businesses are now switching from old-fashioned case management practices to more advanced business process management (BPM) techniques and the development of cloud services.
Dynamic case management is one of the most effective ways to facilitate efficient case-related work using advanced technologies that automate and streamline aspects of a case. However, what does dynamic case management mean, and how does it differ from a standard case management system? Read this guide to find out all of the answers.
What is Dynamic Case Management?
Dynamic Case Management (DCM) is a combination of technological and human-based approaches to handling complex cases. It is also known as advanced case management or adaptive case management, and it automates and streamlines aspects of any case management.
This system uses no-code or low-code automation processes to facilitate the resolution of unpredictable cases. Initially, dynamic case management systems were used in particular industries such as healthcare, finance, and insurance, but they are now also being used in other industries.
Here, “case” implies “a collection of information that particularly relates to an incident involving a person or company.” In this case, timing is critical because the collection of new information might drastically change its outcomes.
With the introduction of dynamic case management, all the crucial information is collected, valued, coordinated, and packaged in a way that makes accessing information easier. DCM facilitates knowledge workers’ solving problems more quickly and effectively while maintaining productivity.
Key Features of Dynamic Case Management
- It deploys problem-solving case management solutions safely and securely.
- With a dynamic case management system, coworkers make faster and better context-driven decisions and quick resolutions.
- It deals with the collection, organization, and resolution of cases in fields.
- Solving complex cases via a dynamic approach for unpredictable, unstructured, and evolving parameters.
- It helps in improving efficiency, productivity, and case management processes for any organization.
Advantages of Dynamic Case Management
In today’s ever-changing business environment, effective case management is a necessity that supports different dynamics of regulations, workers’ demands, and customer expectations. In recent years, a market report projected strong growth of USD 15.37 billion by 2030 in the case management software market.
This data shows how case management, including business program automation and dynamic case management, helps businesses streamline procedures and its importance. They manage knowledge and exchange data across the business and its supply chain.
Here we share some of the notable advantages of a dynamic case management system for solving non-routine business cases:
1. Cross functional collaboration
Dynamic case management system streamlines key collaborative processes. With DCM, employees can manage many tasks, work together to resolve cases more quickly, and meet expectations. It unifies crucial data in one spot, helping coworkers understand the work being done on a case. DCM also defines tasks for every member, helping them understand what action needs to be taken to handle each case.
2. Tracking and Accurate Documentation
Dynamic Case Management assists in resolving cases and managing, documenting, and tracking all case-related data. Case tracking provides insights into every step of the case-handling process.
It allows consumers and the customer service person to monitor a claim’s development in real-time, from lodging to resolution. DCM also enables seamless document attachment, robust document management, and secure sharing within the case context.
3. Faster Decision-Making
A tired mind may make mistakes, but automation doesn’t. All businesses have some specific rules, regulations, or policies that are used to make several decisions every day. Thus, there are high chances of human error. However, using a dynamic case management system, all decisions are automated, ensuring no mistakes are made.
With DCM low-code technology, a company can also update the system with new rules or regulations. This technology-human-based approach enables coworkers to check the status of cases based on their context, helping them make better and faster decisions.
4. A Great Time-Saver
Adopting the DCM system for a centralized workplace, process automation, and ad hoc workflows speeds decision-making. These workflows are personalized to the customer’s needs and optimize case resolution in less time. With workflow automation, DCM frees up employees to focus on more complex issues, enhancing overall customer support efficiency.
5. Improved Customer Satisfaction
DCM facilitates customer engagement by consolidating all customer interactions, transactions, and support history into a holistic customer view. This unified and transparent approach enables the customer service provider to address current issues and identify potential solutions related to them. It will help them provide personalized and comprehensive solutions to the customers, ultimately improving customer satisfaction.
When to Use Dynamic Case Management?
Dynamic case management revolves around a comprehensive approach to handling and optimizing complex business cases. This processing integrates various technologies such as content management, workflow automation, and analytics, which require a longer time to resolve and huge collaboration.
However, an ideal DCM can be used to tackle both short—and long-duration cases. It enables adaptive and responsive management of cases that involve dynamic, unstructured contexts and diverse stakeholders.
Dynamic case management system provides a flexible framework for organizations to streamline and enhance their case-based processes, resulting in better collaboration, decision-making, and overall productivity.
The most common use-case of dynamic case management include:
- Incident management (which requires a high-level process and needs a lot of flexibility and speed)
- Complaint investigation (flexibility and speed are paramount)
- Multi-departmental cases (require cross-functional coordination and collaboration)
DCM’s adaptability shines when dealing with unpredictable incidents, such as product or service complaints. Particularly where details like batch numbers, root causes, and employee involvement must be verified to proceed with the case resolution. The dynamic case management system can also help resolve cases related to:
- HR grievance resolution
- Accident management
- Quality control
- Fraud prevention, and more.
Advantages of NewgenONE’s Dynamic Case Management
No matter the size of your company, delayed responses, and unresolved queries can affect your brand image and your relationships with customers. That’s where NewgenONE’s DCM shines, regardless of organizational complexity.
NewgenONE is the leading low-code application platform that aims to automate all aspects of your business for seamless operations and end-to-end customer journeys. Being a low-code platform, businesses have the ability to easily design, build, deploy, and optimize applications quickly.
Newgen’s dynamic case management system streamlines case-related context and communication in an intelligent and dynamic environment. It enables knowledge workers to collaborate and respond to real-time opportunities while working on complex cases.
The DCM system nourishes business tasks by offering companies inexpensive and flexible solutions to transform case management processes. The NewgenONE platform’s capabilities enable comprehensively managing case-related information, documents, and communication from a single spot. It facilitates collaborative decision-making and provides real-time visibility and insights.
Key Features
Here’s the NewgenONE Platform’s Dynamic Case Management Features:
1. Simplified Case Creation and Configuration
- NewgenONE’s DCM employs easy case creation and configuration via a global task library.
- Design and deploy synchronized, ad hoc processes and alter case routing structures to handle unprecedented situations.
2. Seamless Task Creation and Execution
- Flexibility in carrying out discretionary tasks based on changing goals.
- Ad hoc task creation to tackle unpredicted scenarios during runtime.
- CMMN 1.1 compliance ensures uniform, transparent, and efficient case management.
3. Facilitate Collaborative Decision-Making
- Streamline real-time visualization via a unified file that indicates case data, tasks, documents, forms, to-do lists, and others.
- Improve decision-making through real-time case sharing and collaboration.
- Increased flexibility in handling exceptions for long-running processes involving various shareholders.
4. Gaining Visibility and Insights
- Real-time case life-cycle visualization
- Get a centralized overview of the case and task workers’ performances
- Get an automated notification on task initiation, completion, reassignment, decline, and failure through system-generated notifications.
Case Study: Impact of NewgenONE’s in Overcoming Operational Hurdles
This is a case study of one of the renowned multinational Japanese banks that faced several manual operational hurdles within its branches. In this difficult time, the bank chose Newgen to accelerate its digital transformation journey.
After deploying the NewgenONE platform, the bank achieved digital excellence through AI-powered document processing and improved customer experiences. Newgen addressed these obstacles by integrating cutting-edge technologies, ensuring optimized workflows, and expediting financial transaction processing.
Ultimately, the Newgen-tailored solution eliminates all the operational hurdles and improves efficiency and the bank’s position.
Wrapping Up,
In this age of technology, many companies still use a traditional way to handle cases, which might have some limitations. As a result, they are unable to find a dedicated solution for a problem quickly and efficiently. However, with dynamic case management or adaptive case management, businesses can find an effective solution for each case.
Understanding dynamic case management helps improve business process efficiency and knowledge management and encourages collaboration across the business environment. DCM encompasses several cases, whether in finance, insurance, or other industries.
It offers companies great opportunities by reducing operating costs and minimizing the risk of future unprecedented scenarios. Transform your operations and streamline the process of managing cases with NewgenONE’s dynamic case management!
Frequently Asked Questions
What are the four components of case management?
These are the four notable components of case management:
- Process-to-decision: deals primarily with cases and follows an organized approach to resolve the case.
- Service Request: doesn’t require context or need for action at the initiation time. However, the context of the case largely influences the action taken, the sequence of events, and the fulfilment of the service request.
- Incident Management: may not adhere to a structured approach and may require efficient knowledge workers.
- Investigations: follows an unstructured approach and has very well-defined end goals, and no two cases within this component are the same.
What is a DCM in software?
Database change management, or DCM, is a key component of maintaining and managing a database. It entails monitoring and regulating changes to the database, including its structure and data.
What is DCM in Insurance?
Dynamic case management (DCM) can automate routine tasks associated with claims processing, like data entry, document routing, and initial case assessments. It is a centralized platform that allows supervisors, adjusters, and other stakeholders to access case information, documents, and case history for faster collaboration and real-time decision-making.
