![]() ![]() BPM focus: Consider whether the organization needs case management as the exception or the standard activity being conducted. If there is not a tailored product, then a more industry-agnostic tool may offer more configurability to the business’s specific needs.Ĭase management vs. For instance, some case management tools are nonprofit-specific, while others are tailored to a customer support role. Vertical focus: Buyers should see if there are case management tools tailored to their specific industry. Show More Top Rated Case Management Products This improved visibility into individual case management allows organizations to better respond to similar cases in the future. Case management software is broadly applicable because it allows users to track client/customer data, centralize process knowledge, and provide historical documentation of case management processes, actions, stakeholders, etc. However, many case management tools have become industry-agnostic methods of supporting knowledge workers in non-automatable events.Ĭommon uses across industries include customer issue resolution, incident management, or compliance management. Many BPM products include capabilities to support case management as well.Ĭase management software is most traditionally found in certain verticals, such as medical case management, financial case management, or social work management. ![]() Case management, rather, focuses on the unstructured, specific and non-repeatable cases that require human decision-making. Cases are responses to customer problems, claims, or requests that require intervention by skilled knowledge workers, and cannot be handled by straight-through automated processing.īPM optimizes processes in abstraction from actual specific cases. Homeowner's Association (HOA) ManagementĬase Management Software approaches the task of dealing with work to be done to achieve a customer-centric outcome, which is generally not repeatable.Ĭase management can be thought of as BPM exception handling.Integration Platform as a Service (iPaaS).Environmental and Social Governance (ESG).
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