Business Process Management

Business Needs

Process Automation | Case Management | Process Visibility | Order Management | Claims Management

Case Management

Guide case workers to that next step

Case management combines aspects of a Business Process Management System (BPMS), Enterprise Content Management (ECM), business rules and collaboration to effectively support knowledge workers and maintain a solid history of the case. Auditing gets easier, plus case workers can see what’s happened across the case timeline.

Human-focused and content-rich, the goal of case management is to assist, not replace, human work. Many times, case workers aren’t sure of the exact steps to complete an assignment. Often information that comes up during the process helps determine the next steps. With BPM, you set the process goals, and let the case worker figure out the best way to achieve those goals based on his or her skills and experience.

With case management:

• Work isn’t centered on a single process but on a specific situation, or case, and a desired outcome for that case
• Systems support the case worker with all tasks, rules, content artifacts, such as forms, and history related to the case
• There may be little or no predefined process flow—the case worker defines the flow as the case progresses
• The worker may add new tasks at any time during case either previously defined (including structured process snippets) or completely ad hoc
• Business rules may constrain the worker’s selection of specific tasks, or trigger other tasks and processes based on the selection of tasks
• External events may impact the course of a case either through automated processing of the events or user reaction to the events

Learn more:

• Watch the webinar—Dynamic Case Management: Managing Risks and Improving Results
• Read the white paper—Case Management and BPM