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CASE MANAGEMENT


DRIVE BETTER BUSINESS OUTCOMES WITH A SOFTWARE-BASED APPROACH THAT ORCHESTRATES
WORK FROM END-TO-END

Go to
 * What it is
 * Why use it
 * How it works
 * More
   What it is
   Why use it
   How it works


WHAT IS CASE MANAGEMENT?

Case management is a software-based approach to helping people accomplish daily
work and automating work from end-to-end. As the central concept of our low-code
automation platform, the case is the epicenter and used to manage tasks,
outcomes, and related sub-cases – all with the goal of completing a journey and
delivering business outcomes.


HOW DOES IT WORK FOR BUSINESSES?

Case management is a key component of building business applications. On an
enterprise level, it manages complex human and machine work from start to finish
– to deliver and drive outcomes that you and your customers demand. Plus, it’s
capable of dynamically handling any exceptions to those intended outcomes along
the way.


WHAT IS A CASE?

A case is like an electronic folder that includes all the tasks, documents, and
data needed to complete a desired outcome. A case can:

 * Retrieve the information you need
 * Drive the processes you want
 * Manage escalations and urgency
 * Detect changes
 * Make decisions to achieve an outcome
 * Track work at every step


HOW TO BUILD YOUR TRANSFORMATION TEAM

Get the most value out of case management by getting to know the roles and
responsibilities at its core.

Download the whitepaper


WHY USE CASE MANAGEMENT?

It all comes down to getting work done. Whether that’s orchestrating bots,
connecting front and back offices, or accelerating your ability to scale through
reuse, case management helps streamline operations to help employees be more
productive and deliver experiences that customers demand.

When done right, case management empowers businesses to confidently manage
complex work collaboratively across channels, devices, regions, and
organizations, and positively impact ROI in the short and long term.


BENEFITS OF CASE MANAGEMENT

 * Supports human and machine work. Integrated AI and natural language
   processing detect customer sentiment and intent, and extract data from
   inbound inquiries – all to fulfill requests easily and efficiently.
   
   
 * Manages data and integrations. Take advantage of capabilities like robotic
   process automation by adding a bot to any case – so you can easily pull data
   or update existing systems.
   
   
 * Enables collaboration. Agile tools allow stakeholders to provide application
   feedback and requirements from directly within the case, eliminating
   business–IT communication gaps.
   
   
 * Supports low-code app development. Visual tools simplify business,
   professional, and IT development to get enterprise apps live, fast.
   
   
 * Automates documentation. Maintains an audit trail of all activities within
   each case – in order to minimize compliance risk as well as streamline and
   automate required reporting.

Product details



HOW DOES CASE MANAGEMENT WORK?

Essentially, a case represents work that an organization performs to achieve an
outcome, such as recruiting a new employee. Lots of tasks and processes –
whether planned or unplanned – may be performed to complete the work and deliver
the outcome defined by the case.




BUILD BUSINESS SOLUTIONS INTELLIGENTLY

Understand how case management can help you boost productivity and empower your
teams

Download the whitepaper


CLIENT CASE STUDIES


SEE HOW BUSINESSES GET WORK DONE WITH CASE MANAGEMENT.


Optimize employee efficiency How Link Market Services improved productivity,
quality assurance, and SLA management

Create a seamless customer experience

See how Siemens’ master data management app connects processes within a single
platform


Modernize legacy systems

The Bureau of Alcohol, Tobacco, Firearms and Explosives consolidated legacy
systems into a unified solution


HOW ARE CASES DIFFERENT FROM PROCESSES?


PROCESSES

 * Employees rely on a well-defined and predictable set of information.
 * The same or similar journey is followed to completion every time.
 * Employees automate from end to end.
 * Efficiency gains are maximized.


CASES

 * Work is typically ad hoc and unpredictable.
 * Employees managing work rely on diverse sets of information.
 * The work itself is unstructured.
 * The work can’t be fully automated.
 * Cases require human decisioning to drive forward the outcome.


ORCHESTRATE WORK INTELLIGENTLY WITH CASE MANAGEMENT

Streamline enterprise workflows at scale, and fundamentally change the way work
gets done

Download the whitepaper
FREQUENTLY ASKED QUESTIONS ABOUT CASE MANAGEMENT

What are the goals of case management?

Case management focuses on better business outcomes. The objective is to manage
all the work needed to handle a given case – regardless of the type. When done
right, case management manages work across channels, devices, regions, and
organizations, and improves efficiencies.

How does case management reduce business challenges?

Case management provides a holistic, responsive approach to automating work. It
forces you to think about your mission-critical processes as happening in stages
and connects disparate systems to manage work. Case management does more than
just track tasks – it drives work toward its goal.

How does case management fit into an enterprise platform?

The software that supports case management manages work across applications and
people to create an ecosystem of data on each case. The defining trait of this
software is its ability to support and manage all the work being done on the
case.

What business activities can case management improve?

Case management helps streamline operations to help employees be more productive
and deliver experiences customers demand. Business activities can include:
insurance claims, patient records, loan applications, identity theft
investigations, customer requests, and adding new customers.

What is the difference between case management and business process management?

In case management, processes and cases exist independently of one another.
Cases can be managed as a holistic body of work. With traditional business
process management, each process would be executed as distinct and disconnected.
With case management, processes are tightly associated with the case – and the
same is true of its child cases and their processes.


GET STARTED WITH PEGA

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ABOUT PEGASYSTEMS

Pega delivers innovative software that crushes business complexity. From
maximizing customer lifetime value to streamlining service to boosting
efficiency, we help the world’s leading brands solve problems fast and transform
for tomorrow. Pega clients make better decisions and get work done with
real-time AI and intelligent automation. And, since 1983, we’ve built our
scalable architecture and low-code platform to stay ahead of rapid change. Our
solutions save people time, so our clients’ employees and customers can get back
to what matters most.


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