Best practices in case management: Article from KMWorld

The benefits of true dynamic case management

The case management approach comes straight from the desks of those valuable employees who make difficult decisions every day based off of information pulled from various sources. That’s why the true purpose of dynamic case management is to improve the performance of your organisation by:

  • Making case information easily accessible to knowledge workers
  • Tracking and managing collaboration electronically
  • Compiling key data and documents in a single, central location

These benefits help fill the gaps in your organization that your major business applications cannot support. Some processes are simple and some are more complex. Case management focuses on the more complex business processes.

Value from the outside-in

But who really benefits from the capabilities of a case management solution? The obvious answer is the knowledge workers at your organisation. Individuals who use their knowledge and discretion to make decisions and move dynamic work forward. Case management capabilities make the lives of these workers easier, giving them a complete view of the information they need – enabling them to complete tasks faster and with more confidence.

But in addition to your internal workforce, one of the most important beneficiaries of case management is the recipient of the actual service—the customer, patient, student, client or constituent. Those people receive more personalised service, faster incident resolution and more accurate investigations, creating benefits outside the four walls of your organisation.

KMWorld article: Best Practices in BPM & Case Management.