Case Management in BPM
Case Management in BPM enables businesses to handle unstructured workflows by managing case-based processes such as legal cases, insurance claims, and customer support issues.
Key Components of Case Management in BPM
Effective case management blends flexibility and structure to handle unpredictable, information-driven processes that evolve over time.
- Dynamic Workflow Handling: Supports non-linear processes where steps vary based on context and evolving information.
- Centralized Case Data Repository: Stores all documents, communications, and related activities in a single location for easy access.
- Collaboration Tools: Enables multiple stakeholders to contribute, review, and resolve case-related tasks collaboratively.
- Audit Trails and Compliance Tracking: Maintains complete records of actions taken within each case for transparency and regulatory adherence.
- Milestone and SLA Management: Tracks key deadlines, escalations, and performance targets throughout the lifecycle of a case.
Why Case Management in BPM is Important
Not all business processes follow a fixed path. Case management is essential for handling exceptions, human judgment, and content-heavy workflows. It enables organizations to resolve complex issues efficiently while maintaining consistency, accountability, and compliance across departments.
How Case Management in BPM Relates to Cflow
Cflow supports case management through its adaptive workflow capabilities, allowing users to handle variable paths and data inputs. With features like centralized documentation, SLA tracking, and rule-based routing, Cflow helps teams manage unstructured cases—from customer service tickets to internal escalations, with precision and control.
