Simplify Case Management with Comprehensive Insight

Complex cases with multiple sub-cases and tasks can be difficult to track and manage. Because case workers cannot easily understand how their specific work relates to the overall case, tracking cases across their lifecycle or modifying processes to account for unexpected changes makes it hard to manage cases with timeliness and consistency.

Pegasystems delivers the solution with a complete, out-of-the-box desktop that helps workers easily understand the relationship of their work to all aspects of the case as well as the work of others, and to take action — including ad hoc actions — as needed. With Pega's role-based case worker desktop, you gain a single, unified case application for managing cases and their related sub-cases and tasks across multiple channels, lines of business, departments and systems. Using the Pega case work desktop, you can:

• Substantially improve case worker efficiency and consistency.
• Support a broad range of case worker skills and experience.
• Reduce training time and costs.
• Improve communication and collaboration between users working on the same case, across lines of business, organizations and channels.

Key Capabilities

• Holistic Visual Interface — The desktop enables case workers to visualize cases and sub-cases along with their relationships to each other, processes applied and where they are within those processes, as well as the content, people and systems that perform the work.
• Dynamic Desktop — Rule-driven workflows orchestrate the routing, escalation and prioritization of work. The desktop dynamically adjusts based on case context to present an accurate picture of the case as it stands and the most pressing work in order to reduce case handling time and increase accuracy and consistency.
• Role-Based Screens and Scripts — Where applicable, scripting can be applied to help guide workers through complex tasks. Role-appropriate access to the case and its elements allows more people to participate in the case without jeopardizing security or overwhelming workers with excessive information.
• Seamless Integration — Seamless integration with enterprise and third-party systems provides immediate access to relevant information, and gives a complete picture of the case and its subjects, eliminating the need to learn and search through multiple systems.