What Exactly is Case Management?

What Exactly is Case Management?
Pega Case Management enables organizations to rapidly model out and manage complex case logic, without having to write any code or programming script.

As continuing validation of our leadership and strong technology, Pega was recently recognized by Gartner as a leader in Case Management. This is a tremendous achievement, and is well known within the large and growing community of Business Process Management and Case Management professionals.

The most frequent question I get from my esteemed colleagues around the world related to Case Management is simple. What Exactly is Case Management? It’s usually followed by them asking "why should I care about it?” These questions often come from people with great experience in other areas of enterprise software, such as Customer Relationship Management (CRM).

Applications that manage data alone are helpful, to a point. A traditional Sales Force Automation (SFA) system helps manage customers, contacts, opportunities, forecasts and pipeline. These systems are not focused on helping work related to Sales get done though. Sales often uses the system just to enter data so that management can see forecast information in reports.

The screenshot above shows an example in the Insurance industry of a Group Plan submission that is “in flight” within Pega Group Underwriting. Both Sales and Underwriting can easily see where any Group Plan is in the process. In this case, the Group Plan is hung up on the last step of Benefit Selection, and is four days overdue. The Sales Rep can see this from within the system, then contact the person who is assigned the work, and get new information from the customer that will help the Underwriter process the application faster – moving rapidly past the current obstacle to sales.

Group Plan Submission is one example of a complex process that doesn’t fit well within a traditional SFA system. Without this process though, Group Plans don’t get sold.

The screen below shows the Pega Case Designer. This is where the Group Plan case was defined by business analysts and developers. The Stages as well as the detailed Steps that a Group Plan needs to progress through to completion are all laid out here, in a simple to understand graphical metaphor. Each detailed step refers to a screen or process definition.

Pega Case Management enables organizations to rapidly model out and manage complex case logic, without having to write any code or programming script. Any work item can be represented this way. Pega customers can use Case Management on its own, to build out custom solutions. These same Case Management capabilities are also built into Pega applications such as Pega Sales, Pega Customer Service, and Pega Marketing – as well as industry specific applications such as Pega Group Underwriting. With Pega application solutions, customers don’t need to start with a blank canvas.

Case Management enables a business to confidently manage how complex work actually gets done, and to work truly collaboratively across organizations. A sales organization enabled with Case Management has a system that actually helps sales do their job – especially when selling requires complex work to get done.

Here are a couple of additional resources to help you learn more:


In this new report by Gartner, Pegasystems is recognized as a leader in the growing market for flexible case management solutions. Download the report to learn more.