Top 7 Case Management Tools in 2020

• Case Management

Case management is a process that allows companies to reach optimal results for clients. It’s the coordination of business services on behalf of a case, usually an individual customer. More than ever, it plays a vital role in the business workflow as companies shift towards a more customer-focused landscape.

Any interaction with a customer is a case. In 2020, customer experience will replace price and product to measure brand success–a change that resulted from the digital age, particularly in the onset of social media. For instance, customers now have the power to draw attention to a brand through online reviews and ratings. Many companies today pay attention to maintaining or improving such ratings. For this, case management renews itself as a customer service strategy.

What is a case management tool?

The impact of technology-led companies to seek and apply mobility to their business processes. To keep up with changing technology, companies employed the assistance of online case management tools.

A case management tool is computer software that allows organizations to store a great deal of client information and consolidate them into one database. Under this system, case managers can regulate cases without having to organize data using spreadsheets and paper.

Best case management tools list

The best case management tools contain personalized customer care, smart self-service, and a cloud-based system that’s compatible with all devices. Moreover, they provide long-distance service that’s available any time of the day. Here are seven of the best case management tools of 2020.

1. Appian

Appian provides a low-code development platform that combines work automation and data management. Its drag-and-drop functionality is convenient for users and creates solutions faster. Appian’s most marketable feature is its ability to constantly transform applications in line with the shifting external factors.

2. Pega

Pega offers business process automation and aims to increase returns on investment by maximizing productivity. Pega also offers both low-code and no-code environments, which allow users to develop applications with ease. It further delivers a model-driven approach that produces a collaborative work environment.

3. Kissflow

Kissflow is a cloud-based software platform that takes a lightweight approach to the business process. It allows users to create, customize, and design multiple business applications. Moreover, Kissflow’s simplified interface makes it popular among non-technical users. Without coding and complex mapping, they can even create an application in just 15 minutes.

4. Alfresco

Alfresco is an open platform that controls the content, optimizes processes, and streamlines collaboration.

5. Comidor

Comidor bridges people, data, and processes through enterprise collaboration, project management, sales automation, business process management, and rapid development.

6. ServiceNow

When it first started, ServiceNow focused on ITIL-based service management solution. Now, it offers various cloud-based solutions to an array of industries. It promises to deliver digital workflow and drive every aspect of its clients’ digital transformation. It also joins existing forces and competitors to provide a single view of all systems in a given IT service community.

7. Jira

Jira is a task management tool for software development teams. It treats projects as products of collated issues that users can manage in multiple ways. As an issue tracking system, it helps users assess given situations and prioritize them accordingly.

Case Management

Case management tools comparison

Ease of use

All seven case management tools provide intuitive interfaces that are easy to grasp. As such, these allow users to navigate through the platform confidently.

Some low-code platforms, such as Appian, Kissflow, and Pega, find favor among non-technical users as they require minimal coding knowledge.


Pricing is often the determining factor for sealing the deal. Some case management software cost less. For instance, Kissflow charges $9 a month per user and even offers a free trial for non-credit cardholders. Jira’s pricing is also straightforward and manageable. It charges only $10 a month for up to three agents.

Alfresco, which has a free version, typically offers custom quotes. Similarly, Comidor, which starts at $16 a month per user, offers a free trial version.

Also, most of the case management vendors are offering a free trial to try out the tool.

Other systems are better investments for big enterprises. ServiceNow’s Express version starts at a whopping $10,200 a year. Meanwhile, Appian offers three pricing schemes: a free trial edition, an application edition that charges $90 a month per user, and an enterprise edition that charges $180 a month per user. Pega offers a special quote for every client, which starts at $200 a month.

Customer support

Each case management tool offers support during business hours. Alfresco, Comidor, and Appian all provide live support through phone and email. Pega provides support through phone and their online community. Kissflow, on the other hand, offers available support through chat, training, and tutorial videos.

In addition to web and email support, ServiceNow also provides a support line that operates 24 hours a day for seven days for the entire year. Meanwhile, Jira offers an array of standard and premium support options.

Which case management tool should I use?

For many companies, choosing a case management platform is a big step. With a variety of tools out there, the right one depends on the demands of the enterprise.

For example, large companies can benefit from ServiceNow’s scalable and efficient platform. The system, which is designed specifically for big enterprises, can withstand the pressures of the IT industry. Setting up the system alone already does 75 percent of the work.

On the other hand, companies who would like to focus on tracking issues and bugs are more inclined to use Jira. As such, Jira is also popular among big organizations, which handle thousands of issues in a day.

Those who wish to develop software quicker with customized workflow could benefit from low-code platforms, like Kissflow, Appian, Pega, and Comidor.

There are many case management tools out there and selecting the right one depends on your unique situation. Try Kissflow Case Management today and see if it fits what you need!

Case Management