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

Context is king

Case management and business process management (BPM). What’s the real difference?

“What you get from a case management platform is not only the ability to have process maps and process orchestration, but you get information modeling. And more and more, since the context of where someone is at a particular state in the case is so important, it’s really, really important to have the right information available dynamically at the right state,” said Craig Le Clair, VP and principal analyst at Forrester Research in the above video.

That contextual information empowers employees who make difficult decisions every day to manage cases, handle relationships, resolve incidents and fulfill requests. That’s why, as Le Clair points out in this video, the true difference between dynamic case management and BPM is that case management is not driven by a process maps and tasks but by information. Case management solutions deliver value by:

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

To learn more about the benefits of case management and what to look for in a case management solution, download The Forrester Wave™: Dynamic Case Management.