Case management is an approach that can be applied to any non-routine process in an enterprise. By including case management as part of their digital transformation strategy, CIOs handle cases more competently, improve flexible workflow, and achieve business objectives.
But many people struggle to understand how to apply case management in their business processes. If you’ve been wondering whether case management can offer you the right mix of structure and flexibility you need, the answer is yes. Let’s look at the top case management examples and use cases.
Here are five case management examples that will give you a clear idea of how you can apply the principles and technology in your organization.
An incident is an out-of-the-norm event that occurs on company premises and requires documentation and follow-up. Incidents might also occur in the digital space, such as a drop-in service to a customer. In many case management system examples, such incidents are tracked and managed systematically to ensure timely resolution and accountability.
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Bug tracking occurs when an error is identified in how an application functions. The error must be logged, investigated, and resolved.
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Ticketing happens when a user registers a complaint or requests help to use your product.
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Service requests happen when a formal request is made to work on either a facility, asset management, hardware, or some other object within the company. Many case management tools examples show how such requests are efficiently tracked, assigned, and resolved to maintain operational continuity.
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Claims are most commonly seen in the insurance industry but can be applied anywhere where a customer seeks the services of a company to address a claim. These are common case management scenarios where structured processes help ensure timely and effective resolution.
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These are the top 5 examples of case management use cases.
Kissflow is a fully customizable low-code platform that offers advanced case management features and puts users in complete control of their workflows. From incident reporting to bug tracking, ticketing, and claim processing, you can build custom workflows on Kissflow that perfectly align with your business needs and challenges. Its pre-built templates and visual drag-and-drop editor allow both business and IT users to build workflows with minimal to no coding.
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1. What are real-world examples of case management solutions?
Real-world case management solutions include healthcare patient management systems tracking treatment plans across providers, legal case management platforms organizing documents and deadlines, social services systems coordinating client assistance, insurance claims processing systems, customer service platforms managing complex inquiries, and project management tools adapting to evolving requirements.
2. How does automation improve case management?
Automation improves case management by intelligently routing cases based on type and priority, extracting key information from documents, providing real-time status visibility, ensuring consistent application of business rules, automatically generating correspondence, flagging high-risk or priority cases for immediate attention, tracking service level agreements, and freeing case workers to focus on complex decisions requiring human judgment.
3. What industries rely on case management tools?
Industries relying on case management tools include legal services (case and matter management), healthcare (patient care coordination), insurance (claims processing), social services (client assistance programs), financial services (loan origination, fraud investigation), government agencies (constituent services, investigations), and customer service operations handling complex, multi-step resolution processes.
4. What are the best case management platforms?
Best case management platforms offer configurable workflows adapting to case types, robust document management, collaboration tools for team coordination, mobile accessibility for field work, comprehensive reporting dashboards, integration capabilities with existing systems, automation for routine tasks, and AI-assisted decision support. Leading solutions balance structure with flexibility for handling diverse case scenarios.
5. How do I streamline case management processes?
Streamline case management processes by implementing intelligent intake routing cases to appropriate handlers, automating routine documentation and correspondence, establishing clear service level agreements with notifications, providing self-service options for simple inquiries, implementing document generation tools, creating knowledge bases of similar cases for reference, and using analytics to identify and address systematic bottlenecks.
6. What are the 7 core functions of case management?
The seven core functions of case management include screening, assessment, planning, implementation, monitoring, evaluation, and closure. Screening involves identifying individuals who need case management. Assessment evaluates their needs, strengths, and available resources. Planning defines clear service goals and outlines the steps to reach them. Implementation coordinates the services required. Monitoring ensures that the plan stays on track and adjusts as needed. Evaluation measures outcomes and overall effectiveness. Finally, closure brings the case to an end once goals are achieved or the case is transferred. These functions ensure structured, efficient, and client-focused service delivery.