Case management can be defined as the achievement of a resolution of a problem, transaction, service or response pertaining to a problem, request, proposal or development. The case is ‘opened’ or ‘closed’ over the period of time that it takes to reach the resolution. It is a complex activity that is likely to involve a number of people within an organization or without.
The people in the case can have varying relationships with each other and the case is likely to involve multiple documents and messages. Case management is sometimes called adaptive or dynamic case management and attempts to improve performance within the company. This is achieved by putting information pertaining to the case up front instead of the process. The information is accessed for as long as the case is underway and becomes a record of the case.
How It Works
Case management operates by handling bundles of content rather than individual images or documents, VersiTrax.com explains. A case is a compilation of information, processes, advanced analytics, business rules, collaboration and social computing. All of this will relate to the issue or interaction that involves a particular customer, supplier, patient, student or in the case of a legal issue, a defendant. The case file is a collection of forms, process documents, communications, reports and supporting documentation and will need to be audited for compliance.
Solutions in case management are designed to manage all this data and the aim is to optimize the outcome to produce a more successful result. In the process, all the individual bits of data are also attended to and secured. A case management solution will also involve the use of an Enterprise Content Management (ECM) or Document Management (DC) system. This is done so as to group all the data together and manage it to make it available to all the people involved.