Integrated 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.

• 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