Case Management

Smart Case Management supports an enterprise approach to case management, allowing you to track cases, and enhance or change those cases as they travel from one area of your business to the next. This promotes enterprise-wide case collaboration, allowing you to deploy specialized resources effectively, without worrying that the case will fall through the cracks as it moves from one such resource to the next.

We do this by taking a process-driven approach to case management that is guided by business rules. Process drives the case forward throughout its lifecycle, and rules provide the intelligence to ensure it is driven in the direction, and fashion, you intend — this is why we call our approach Smart Case Management.

Smart Case Management wouldn't be very smart if it couldn't handle the fluid nature of cases. To contend with this, Smart Case Management brings to bear the full power of “Build for Change” and supports:

• Events: That is updating a case based on stuff that happens [events], and notifying the interested parties. This means support for internally and externally generated events, and automatically notifying or taking other action in response.
• Ad Hoc changes: Ad hoc changes are a constant in case management. Some cases are handled purely through the addition of ad hoc tasks, subcases and content. In others, an event might require and ad hoc change. Smart Case Management supports all kinds of ad hoc changes to a running case, without taking it out of the system, or requiring IT.
• Dynamic, Context-Based Processing: Every case is just a little bit different, and needs to be handled accordingly. Smart Case Management, with its unified process and rules dynamically selects right processes, rules and user interface based on the specific context of a case; and continues to change dynamically to address the evolving context of the case and the people working on it.