Case Management

Empower your knowledge workers to collaborate and respond to real-time opportunities and unanticipated situations while working on complex cases. Supported with robust case management capabilities to manage case-related information, documents, and communications from one place.

What are Different Types of Case Management? The concept of case management can be applied to cater to different business needs and can be broken down into 3 broad categories, such as:

• Investigative Case Management - Involve fraud investigations across various organizational processes by using advanced analytics and audit capabilities - For instance, tax, credit and insurance fraud, legal investigations, background checks, and IP protection
• Service Request Management - Involve the fulfillment of a request for servicing. Fulfillment is often a contractual obligation that specifies the service-level expectation - For instance, insurance and healthcare claims, warranty fulfillment, and telecommunications service provisioning
• Incident Management - Involve incidents that can create operational, customer-related, or statutory issues in an organization and need to be rectified to avoid future re-occurrence - For instance, dispute resolution, HR grievances, etc.

Features

• **Case Creation and Configuration: **Easily create and configure cases using a predefined global task library with ready-to-use discretionary tasks. Leverage the library to gain access to older cases used in similar contexts and utilize them with minor modifications. Furthermore, quickly configure routing conditions, exceptions, user/group allocation, etc.
• **Dynamic Task Creation and Execution: **Flexibly conceptualize, create, and execute discretionary tasks while leveraging the experience and expertise of case workers, based on the changing goals and requirements. Additionally, create ad hoc tasks to handle unprecedented situations during run-time
• **Collaborative Decision Making: **Gain access to unified case file, with case data, tasks, documents, forms, to-do lists, and other case-related information, for 360-degree case visualization. Ensure better decision making by knowledge workers with real-time case sharing and collaboration
• **Case Visibility and Insights: **Visualize case lifecycle and gain insights into case and task workers’ performances in real time. Get system-generated automated notifications to take immediate action once a task is initiated, completed, reassigned, declined, and failed