Dynamic case management (DCM) refers to the process of handling case-related tasks by using technology to streamline and automate different aspects of each case. A case, in this context, refers to a collection of information relating to a particular incident or problem of an individual or company.
Dynamic Case Management, referred to as advanced case management or adaptive case management, by definition, is a combination of human and technology-based approaches for unpredictable cases. The ultimate goal of dynamic case management is to help caseworkers make faster and better context-driven decisions and enable swift resolution.
DCM is designed to improve compliance activities and enhance collaboration for managing these processes. This framework was initially used in the healthcare and insurance industries but is now being applied in a wide range of other fields as well.
Advantages of Dynamic Case Management
Context is Key
Usually, cases managed with a DCM approach tend to be more complex and have a longer duration. Using a dynamic case management solution makes it possible for caseworkers to see the action required in handling a request based on what is best for the case by drawing into context all the other factors involved. This gives stakeholders the clarity they need to determine the required action.
With DCM, caseworkers can respond to changes a lot faster. This is because they can leverage dynamic applications and, coupled with the discretion of the caseworkers, makes it easier to handle processes, determine the appropriate route, and take the action needed to resolve the issue. Caseworkers are also able to see the status of cases in their entirety at a glance. Being able to view all decisions transparently makes it easier to make the decisions that matter a lot faster.
Dynamic case management solutions provide companies with a simple, inexpensive, and highly flexible way to transform processes. DCM products are easy to integrate into the existing model as a simple SaaS solution. This means companies don’t have to revamp their existing applications or tear down their existing infrastructure to adopt a DCM solution for managing cases.
A SaaS DCM solution links processes that were previously fragmented and integrates them into a single framework—this way, data that exist within these software are not isolated, making it easier to derive actionable insights and get more out of analytics.
The flexible nature of Dynamic Case Management makes it useful for handling complex cases with a large number of moving parts. DCM cases also require managing ad-hoc tasks, taking unconventional steps, and changing the direction of the case by routing or rerouting tasks to bring about resolution. Tasks can also be seamlessly reassigned even as the case progresses. By default, every task is routed to a member, and the decision to change the direction of the case is made by the case manager.
A DCM approach is often better for managing cases that require a lot of collaboration. These projects usually involve multiple steps with a lot of file sharing between different individuals, departments, and stakeholders working on the same case. This means conventional, manual software such as spreadsheets may be inadequate to handle dynamic cases that require a greater deal of flexibility. Thus, if your business is involved in managing such complex scenarios, a dynamic case management structure is recommended.
The sequence of steps in dynamic case management typically involves loads of documentation at every stage of the process. DCM allows caseworkers and other stakeholders to attach documents seamlessly. It also provides a robust way to manage and share documents within the context of the case.
Rapid Resolution And High Customer Satisfaction
Since DCM makes decision-making faster, services handled with this method are better controlled. They are also personalized to the customer needs and settled more quickly. The transparency of dynamic case management also ensures that customers are aware of the status of their requests at all times. This ensures that they are more satisfied with your service and are likely to come back.
When to use Dynamic Case Management
A Dynamic Case Management approach can be used to handle any complex business scenario requiring a longer time to resolve and a lot of collaboration. A good case management solution can be used to address both short-duration tickets and long cases. Examples of these include multi-departmental cases and a wide range of other complex processes. But perhaps the most prominent use case for dynamic case management is with incident management and complaint investigation.
Several characteristics of incident management make it an ideal use case for a dynamic case management approach. Managing incidents is a high-level process that requires a lot of flexibility and speed. Incident management also relies on cross-team collaboration and may have both mobile and fieldwork components.
For instance, when a complaint is received regarding a company’s product or services, it is automatically routed to a customer support agent to verify vital details about the incident. Such details include the correct batch of the defective product, the root cause of the problem, and the employee who handled dispatch, to name a few. They can then decide how to go about resolving the issue—this may require approvals, escalations, initiating returns, service recovery, etc,. Given the unpredictability of such incidents, using a dynamic case management system can prove vital. Other use cases similar to this include resolution of HR grievances, accident management, quality control, and prevention of fraud.
The Kissflow DCM Advantage
Dynamic case management systems put users in complete control of the case management processes and workflows. Kissflow Workflow is designed with the end-user experience in mind and is a flexible solution perfect for change and adaptability. The platform has just the right features to help organizations scale at ease. With Kissflow Workflow, you get access to a case management solution that has predictive analytics, flexible workflows, a forum for seamless social collaboration, and the ability to boost productivity and improve case outcomes. In short, Kissflow Workflow is the perfect agile case management solution with all the features you need for your business.
Looking for a solution that helps you handle both structured and unstructured workflows? Look no further. Try Kissflow Workflow today!