Case management streamlines operations to help employees be more productive and deliver the experiences customers demand. Business activities may include: insurance claims, patient records, loan applications, identity theft investigations, customer inquiries and the addition of new customers. Managing enterprise work in a rapidly changing business environment is a challenge, but Pega`s adaptive case management technology makes it easy. Government investigators often struggle to access the timely information and data needed to make informed, effective and impactful decisions. Investigators must have access to this data at all times, not just when working at their desks. Pega`s Investigation Case Management (ICM) framework is specifically designed for government organizations to accelerate solution deployment and reduce total cost of ownership. ICM provides efficient and easy-to-use tools, including survey-specific case types, portals, processes, geospatial capabilities, dashboards, visualization tools, and pre-built integrations. Download the data sheet to learn more. Case management at the enterprise level has never been more challenging. From corporate customer service to insurance claims processing to emergency response management, case management requires employees to integrate an overwhelming amount of data, systems, and people. Following policies and procedures is paramount, but relying on individuals to accurately manage all the details is risky and inefficient. The result: inconsistency, backlogs, costly rework, slower growth, and customer dissatisfaction.
A case is like an electronic file that contains all the tasks, documents, and data needed to achieve a desired result. A case can: Case management focuses on better business outcomes. The goal is to manage all the work required to deal with a particular case, regardless of the type. When done right, case management manages work across all channels, devices, regions, and organizations, improving efficiency. Case management is a key part of building business applications. At the enterprise level, it manages complex human and machine work from start to finish to deliver and achieve the results you and your customers demand. It is also able to handle exceptions to these expected results dynamically. In critical public safety processes, intelligent case management reduces errors while reducing wait times. An omnichannel citizen experience simplifies processes without sacrificing security. At the enterprise level, case management can be used as part of an intelligent automation platform to: The software that supports case management manages the work between applications and people to create an ecosystem of data about each case.
The defining feature of this software is its ability to support and manage all the work on the case. It`s simple. Case management is not always the same. When evaluating other technologies, the „box“ is often little more than a data object designed for ticketing and tracking. These types of ticketing apps are useful up to a point, but case management is much more than just tracking tasks. At the enterprise level, it is the key element that orchestrates complex human and machine work from start to finish to deliver and achieve the results you and your customers demand, and is able to dynamically handle exceptions to those expected outcomes. In case management, processes and cases exist independently of each other. Cases can be managed as holistic work. With traditional business process management, each process would run separately and separately. In case management, processes are closely linked to the case – and this also applies to its subordinate cases and their processes. Many tasks and processes, both planned and unscheduled, can be executed to complete the job and achieve the result defined by the case. A task is a task that needs to be performed.
A process is a way to do work. Most cases consist of several tasks and processes that lead the case to its conclusion. These are illustrated in the phases and steps in the figure below. A case essentially represents the work an organization does to achieve an outcome. For example, processing an auto insurance claim or opening a new bank account is an essential job that needs to be done to offer a solution to a customer. Creating a new enterprise application can also be considered a case, where the result is the new application. Essentially, a case represents the work an organization does to achieve an outcome, such as hiring a new employee. Many tasks and processes, whether planned or not, can be done to complete the job and achieve the result defined by the case. Pega helps you orchestrate complex processes and ensure regulatory compliance across the enterprise. Pega applications document and create an audit trail of all activity on each case, minimizing compliance risks and streamlining and automating required reporting.
When done right, case management allows organizations to securely manage complex work across channels, devices, geographies, and organizations, which positively impacts ROI in the short and long term. Case management offers a holistic and responsive approach to work automation. It forces you to think of your critical processes as incremental and connects different systems to manage work. Case management can do more than just track tasks – it drives work toward its goal. Think of a case as an electronic file that contains all the tasks, documents, and data needed to achieve the desired result. But it`s better than a file. A case also contains the information needed to retrieve the necessary information, drive desired processes, manage escalations and urgency, detect changes, make the decisions necessary to achieve the result, and track the progress of work at each step and step. This is the „management“ part of case management. More than the pursuit of tasks, it leads the work towards the goal. Unlike traditional BPM, which requires each case to follow a predefined path, Pega`s adaptive case management instantly adapts to any situation, allowing you to automate and complete planned and unplanned work. Award-winning case management and BPM for continuous operational excellence In the screenshot above, the phases are represented by chevrons.
The steps for each level are listed under each chevron. Each step and step in this case is designed by business users and developers to capture the required actions (when to automatically retrieve data, what decisions to make, etc.) and is presented in an easy-to-understand graphical metaphor. Learn more about Pega adaptive case management, Pega solutions for enterprise marketing automation, and an order management system. It`s about getting the job done. Whether it`s orchestrating bots, connecting front and back offices, or accelerating your scalability through reuse, case management helps streamline operations so employees can be more productive and deliver the experiences customers demand. How does case management fit into an enterprise platform? Case management brings together the people and information needed to get the job done completely and correctly – the first time – every time. My esteemed colleagues around the world often ask me, „What exactly is case management?“ and „Why should I care?“ These questions often come from people with extensive experience in other areas of enterprise software, such as customer relationship management (CRM). Many technologies, including cloud-based CRM platforms like Salesforce.com, often include a „case management“ feature, so why is there so much confusion? Case management requires you to review your critical processes in stages. Whether it`s hiring a new employee, applying for a loan, filing an insurance claim, enrolling in a health plan, or booking a flight, all of these activities have defined cases with phases and stages controlled by case management. Get the most out of case management by learning about the roles and responsibilities behind it. What is the difference between Case Management and Business Process Management? Michael Fine, Sales Consulting Manager for Insurance at Pega, helps clients develop and implement CRM, business rules, decision-making, BPM, case management and DPA technologies to improve the customer experience. Pega addresses this challenge with the industry`s most comprehensive and unified adaptive case management solution: Pega 7 Case Management.
How does case management reduce business challenges? Customers demand impeccable experiences and results. Automating Pega`s industry-leading digital processes with case management makes this happen. Orchestrate work, automate with bots, make intelligent decisions with rules and AI, and deliver channel-free experiences. Learn how Siemens` master data management application connects processes in a single platform Learn how case management can help you increase productivity and empower your teams Case management is a software-based approach that helps people do the day-to-day work and automate work from start to finish.