Case Management

A “case” is any project, transaction, service or response that is “opened” and “closed” over a period of time to achieve resolution of a problem, claim, request, proposal, development, or other complex activity. It is likely to involve multiple persons inside and outside of the organization, with varying relationships to each other, as well as multiple documents and messages.

Sometimes known as adaptive or dynamic case management, case management endeavors to improve the performance of your organization by putting case information front-and-center rather than considering the process as primary, the way workflow and BPM do. Such information will be accessed over the entire length of time you are working on a given task and will become the official record for that work.