What is Case Management and how does it benefit modern businesses?

Understand how Case Management improves modern business operations

Case Management provides customer services that are tailored for a particular business function rather than a one-size-fits-all approach. It entails end-to-end scope of completing customer requests also called "cases" including information handling, processing, issue resolution, and recommending solutions in certain cases. A "case" refers to the bundle of information, processes, requirements, information processing, and collaboration that go into customer interaction. In contrast to Business Process Management, Case Management handles non-routine activities that require a customized solution addressing the specific case.

The key factors that qualify certain business processes for the Case Management approach include the non-routine nature of work, variations in the volume of workflow, complex problem solving, involves critical reasoning, and support functionality. Typically, non-core business activities that are non-repetitive come under the forte of Case Management. Most businesses have a few such candidates that are handled better by a Case Management approach. Here are a few great reasons:

Manage Business Complexities

Non-routine work processes usually involve a lot of decision-making that is specific to the tasks involved. Each decision consumes organizational resources that are utilized better in core business activities. Case Management provides your business with the resources to handle these activities effectively. Case management also eliminates the requirement of having full-time in-house specialists skilled in managing these non-routine business activities. Reduction of complexities allows you to focus on the core value stream of your business, helping you gain a competitive advantage.

Business operations are generally cluttered with a huge volume of work, often overwhelming the management. Case Management offers an opportunity to simplify some of those complexities so that you can focus on the core business decisions. Reduction of business complexities improves the resource utilization of an organization that trickles down to the bottom line. Case Management offers a data and information-centric approach that eliminates the complexities of thinking of sophisticated processes while providing a customized service catering to the specific customer requirement.

Data-centric approach

Case Management solutions provide great capabilities to handle and process information. Critical information from Case Management activities like the number of IT issues resolved, the number of employees on-boarded, attrition ratio, etc. are readily available along with relevant insights that drive process improvement. Case Management improves the record-keeping capabilities of the business processes significantly thereby enhancing the data repository and organizational knowledge bank.

Case Management also handles exceptions and outliers better with detailed analysis of each case, enhancing improvements on competency and capabilities. Deriving insights from data and using the insight to improve the handling of requests in the future is an integral part of Case Management. Continuous improvement gives Case Management the edge to deliver high-end services to businesses. Case Management tools provide improved analytics and reports that drive critical decisions across the organization. Data and data-enabled businesses are becoming mainstream contributors to the value chain. Tapping into this powerful resource enables you to deliver value to your customers that in turn impacts the bottom line.

Improved control over business activities

Case Management tools offer better visibility of the business processes that enhance information flow within the organization. Improved information flow is key in making better business decisions. Visibility improves the overall business strategy providing you an edge over the competition. Case Management tracks the progress of service requests, the time elapsed from initiation to fulfillment, and collects feedback that helps improve the process. Case Management of functions like Vendor Management and Compliance Management brings transparency to business operations.

Case Management solutions are easy to implement and ready to roll with the minimum waiting period. Case Management is best suited for start-ups that do not have the resources to invest in non-core functions and are focused on business growth. Self-service portals offered by Case Management tools help employees track the status of their requests and improve workflow. They also reduce the physical documentation requirements as all cases happen digitally.

Driving growth with flexibility

The case Management approach enables the employees to deliver the best customer service with the flexibility of information enhancement contributed by Case Management. Employees provide better services and drive business growth by tapping into the capabilities and knowledge bank of Case Management. Consider it as a flexible repository of organizational knowledge that you can tap into whenever you want.

The case Management approach offers the flexibility of scaling. Compared to a business process management approach, the Case Management approach can be scaled on the go offering the much sought-after resource flexibility for optimal business costs. Case Management also helps organizations collaborate seamlessly with all stakeholders bringing synergy in operations and enhancing the overall business control.

Can your organization benefit from Case Management?

The answer to this vital question lies in a few key factors like:

  • Existing business processes and structure
  • Scale of operations
  • Organizational attitude towards adoption of new technology
  • Management drive towards data-driven decision making

The case Management approach should fit in with the overall business strategy to realize its full capabilities. Organizations must adopt a holistic approach towards their business strategy where they piece together Case Management along with other pieces of the puzzle to create the big picture.

Business activities that can fit in the case management basket are:

  • Facilities management
  • Vendor management
  • Compliance tracking
  • HR functions
  • IT infrastructure management

Typically support functions that do not add value directly to the value stream of the business are good candidates to start with Case Management as a pilot. Once the organization has implemented a Case Management approach for a few functions, more candidates can be evaluated to see if they are fit for adoption.


The case Management approach offers a great business opportunity for businesses to streamline their operations and improve the bottom line. At Wolken, we have been enabling this vision for the last decade for our clients. Starting with a passion for delivering the best customer service, we have grown into a world-class service desk catering to big names in various industry segments. We provide Case Management solutions in IT service management, customer helpdesk, and HR case management categories. If you wish to collaborate with us, please get in touch with our team and we will be glad to help your business.

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