The Role of Case Management Technology in 2020 and Beyond

Kissflow

Kissflow

Case Management

Case management technology started with a bunch of papers in a file. Those papers were official forms, sticky notes, receipts, images, and lots of different kinds of data paperclipped together. As the case advanced, more items got added to the folder.

The folder moved from one person to another who processed the case in the best way they could. Each person reviewed all the information in the folder and then added their input, signature, or took it to completion.

Case management technology was about as analog as you could get. But the jump to more digital case management was a big one.

To be truly digital, the paper file must become a form that can handle multiple forms of data. Each data point needs to fit inside a field with a log to show what was changed over time. All the information must be kept on a very secure network so that it can’t be hacked into from the outside.

The form should be easy to digitally pass and assign to others and keep a log of who works on items, for how long, and what they did.

In 2020, we are finally at a place where case management technology can do all this, and in a way that normal users can create their own forms without having to rely on custom coding. But what is the underlying technology behind case management software, how is it evolving, and where is it headed in the future?

How has technology impacted case management?​

In days gone by, case management was mainly utilized in five sectors: banking, law, insurance, healthcare, and social services. But as organizations recognized its ability to make cases and business processes easier to handle, they embraced it. Back then, case management was largely paper-based and organizations wasted a lot of time and money controlling and managing documents.

Advancements in hardware, software, and communication technology transformed the world of case management, and knowledge workers are now able to do more in less time. Case management technology improves communication, provides real-time reporting and updates, decentralizes teams, and enhances collaboration.

Tomorrow’s most critical business processes will go beyond predictable, well-structured patterns that are supported by transactional systems. They will require a more flexible, holistic approach. The case management platforms of tomorrow will allow organizations to easily and quickly adapt to change that’s triggered by both external drivers and internal strategies. Case management will not be a hindrance to change but a leverage point for adaptability.

What technology is used to drive case management?​

Organizations and institutions use case management software to streamline, automate, and accelerate case processes. The software records and stores information and enhances decision-making by giving the right information in context.

From managing complex workflows to highly repetitive transactions, case management software helps businesses to automate and optimize their processes from beginning to end. The software makes the case, and not the process, the organizing principle. The workflows are determined by human decision-making and not the upstream process.

Some case management platforms are simple Kanban boards that give users the ability to move cards around as they want to different resolutions. Adaptive case management also makes use of advanced rule-based engines that offer more system-driven workflows. However, these workflows are usually able to be overridden by users.

How will new technology features shape case management?​

Make regulatory compliance easier

Some industries are heavily regulated by the government. These regulations are usually instituted to ensure that businesses maintain a certain standard that is beneficial to the consumer. But maintaining compliance with the federally mandated standards can be a very hard task.

Companies have to align their processes with these regulations and must also prove through documentation that their businesses are compliant with all the requirements. Failure to meet these regulations may result in legal action or stiff fines.

As industries continue to develop, compliance regulations only become more complicated. Case management technology will help companies to comply with all regulations. For example, case management software will prevent knowledge workers from continuing with specific tasks until regulatory requirements are met.

Strategically match work to people

In a physical work environment, matching work to people is pretty simple. For instance, in a large bank, there may be a credit team that handles loan applications. In the credit team, there may be smaller teams that deal with different types of loans. But this is usually as granular as it gets.

As Case management technology evolves, companies will be able to add more helpful pieces of information to cases. For example, the credit team can add information like the financial experts on the type of loan being requested and foreign language skills that may be needed.

When businesses are able to make the most of the data captured about each case, they have more information to base their matches on. And when that information is used to define the people performing the tasks, there is a simple framework for orchestrating work.

Artificial intelligence and machine learning

For some cases that generate a lot of data, machine learning systems can examine how decisions were made. They can build proficiency in what seems to be highly complex human decisions and start to make better suggestions for how to handle situations even more efficiently.

Make businesses even more secure

Businesses at every level demand a high level of security for safe operations. This is where Case management technology will play a vital role in 2020 and beyond. By providing end-to-end, software-based data encryption, only authorized caseworkers will be able to retrieve data, update it, and share it.

The best case management software will be based on the cloud and backed by a 99.99% uptime guarantee, meaning that companies will no longer have to worry about data security and backups. The reliable systems will not crash, delete information, or break when upgraded. Sensitive information will only be accessible to the right people and well protected from malicious hackers.

How will these new trends help businesses?

Service delivery is constantly evolving because of the dynamic nature of economic, legislative, socio-political, and regulatory environments. In 2020 and beyond, the changing trends in case management will make the solution even more essential as businesses look for an intelligent system that can solve different problems and create better user experiences.

Organizations are always looking to decrease costs and improve productivity, and case management offers the perfect solution. In 2020, the role of the knowledge worker will only continue to increase in importance.

Technology has forever changed every aspect of how businesses operate. Companies that want to see growth in 2020 and beyond must adopt case management software.