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7 Case Management Use Cases and How They Help Your Organization

Team Kissflow

Updated on 8 Apr 2024 5 min read

In the complex world of business operations, workflows serve as the lifeblood that keeps the entire organizational machinery running smoothly. They are the invisible threads that weave together various processes within each function, orchestrating a symphony of efficiency and productivity.

Workflows can broadly be categorized as structured or unstructured. In a structured workflow, the path to resolution is predetermined and follows a set pattern. However, the real challenge lies in managing unstructured workflows, where the resolution path isn't immediately apparent. It's akin to navigating through uncharted territory, where the route unfolds only as you gather more data and make progress towards issue resolution.

As a CIO or business transformation professional, you're no stranger to the complexities of unstructured workflows. You understand that these are not anomalies but rather integral parts of modern business operations that often hold the key to innovation and agility.

Embracing unstructured workflows is not just about solving immediate issues; it's about building resilience and adaptability into your organization's DNA. It's about equipping your teams with the tools and methodologies to navigate uncertainty, make informed decisions on the go, and continuously adapt to changing circumstances.

Because of the unpredictability of unstructured workflows, the process of resolving them is heavily dependent on human input. However, certain aspects of unstructured workflows can be automated. When such workflows are automated, the process of moving data from one stage of the case resolution to the other is handled by an automated program. The automated case management software handles the flow of tasks and data across various stages of the task resolution by automatically pushing data, notification, deadlines, reminders, updates, etc.

Automating unstructured workflow like this makes it easier to track the status of the case from start to finish. This also improves efficiency, eliminates redundancy, and simplifies the process of delegating tasks. With the greater visibility and transparency of processes comes higher accountability—and this greatly helps handle ad-hoc tasks and streamline operations.

Types of Cases

Typically, case management is often applied across four main types of work. This includes process-to-decision cases, service requests, investigations and incident management. We’ll take a quick look at each of these to help you understand the different circumstances under which case management can be applied.

“Selecting the best case management software for your organization can be a complex and critical decision. To make this process easier, it's important to identify the key features you want in the software, understand the variations that may exist between vendors, and follow a sound decision-making approach.” - Lila Nazef, Forbes Council Member

Process to decision

This type of case relies heavily on a set of structured processes and rules to coordinate casework. In process-to-decision cases, solutions are aimed at making decisions based on known policies and procedures. A typical example of this is the process of handling service requests. This begins with a client or user submitting a request to the caseworker, which triggers a case workflow to start.

Service Request

Service request casework refers to the process of making decisions based on the specific terms of a particular service. It often involves complex customer service interactions that are expected to conform to particular requirements. In most cases, managing service requests often involves multiple steps and collaboration between different personnel and departments. A lot of information is also passed along at each step of the way. Some aspects of managing service requests can be automated using case management software.

Incident management

Incident management refers to the process of responding to or resolving accidents or complaints. This usually begins with taking a detailed record of the “who, “what”, “where”, “when”, and “how” of a situation in order to build a story of the incident and facilitate a resolution. Incident case management usually requires the caseworker to demonstrate a sense of proactiveness and reactiveness.

An example of incident management is resolving HR cases or workplace disputes. The caseworker has to ensure that the incident is handled according to policies and procedures. However, there is no specific template to this, and the handle issues like response depend on the details of the particular case. In any case, it is the case manager’s responsibility to ensure that the dispute is resolved and output is measured and documented to improve the handling of future incidents like this.


Investigation management involves a reaction to specific events or circumstances. In this case type, the case manager has to collect evidence about the case to make an informed decision. They will have to access information from multiple documents, conduct research, and manage numerous interactions in making case decisions. An example of investigation management is handling an insurance claim or medical malpractice. The case manager has to gather information about the case, carry out an investigation to determine the cause and analyze results to determine future responses.

Case Management Use Cases

Since case management is applicable across various organizations and industries, different case management use cases are designed to achieve different aims. The following are 7 everyday use cases for case management tools:

Bug Tracking

Automated case management software can be used to track bugs or issues reported by users of a product or discovered internally by the production team. Using a case management tool gives a complete view of the bug and makes it easy for case managers to quickly review all the details of the bug and its resolution status. The priority level of each bug can be easily determined to decide which one requires more attention. Cases are also pushed to the appropriate member of the development team, and resolution is easily tracked with reminders and other tools. This ensures that bugs are handled and resolved quickly for improved customer satisfaction.

Dynamic case management puts users in control

Service desk

Internal requests at service desks can be handled with automated software. A case management tool makes it possible to route support tickets to the right people that will handle them. When a ticket is opened, it is automatically sent to the appropriate department or individual for resolution. Responses can also be automated to indicate whether an issue has been resolved or provide feedback regarding service requests. An automated case management tool can also handle onboarding tasks and knowledge base management at a service desk.

Incident management

Incident management refers to the process of handling an unfavorable incident. It involves a primarily proactive approach but can also be reactive. A typical example of this is emergency response management, such as first responders or hazard response. It involves engaging and managing field workers and quickly routing incidents to them for a quick resolution. Using an automated tool ensures that such incidents are correctly and effectively handled for the best possible results.

Help desk

Helping customers to resolve their issues or providing answers to their questions can get complicated and complex to handle. Evidentiary documentation may be needed to support claims, and providing required help may require communication with different employees across various departments within an organization. An automated case management tool serves as a central hub from where personnel can respond to customer questions and inquiries. This ensures that customer concerns are address quickly and efficiently at all times.

Reimbursement/claims processing

When a customer files a claim, the goal is to process it as quickly as possible and generate reports for quick analysis. However, the complexity of cases like this can make it challenging to achieve rapid and efficient resolution without delay. For instance, if a person gets injured on a job and files a claim with an insurance firm, managing such a case may require scheduling occupational therapy or physical therapy sessions or setting up the claimant to see particular subjects after duly investigating the circumstances of their claim. Using an automated case management tool will ensure that all aspects of a case like this are properly managed to lessen the financial risk to the client.

☛ Must Read: Examples of Case Management

Sales pipeline management

An excellent automated case management tool is a valuable customer service tool that helps manage the sales pipeline from start to finish. It makes it possible to automate and seamlessly manage activities involved in managing customer relationships and converting prospects to clients in the long run.

Flexible order management

Case management tools also help optimize order management to ensure that orders are properly processed and avoid bottlenecks. This is particularly important since orders have to be tracked across the various stages involved in fulfilling it. Automating multiple steps of this process reduces the error margin and ensures orders are fulfilled to the customer’s satisfaction.

Try Kissflow for your case management

Optimized case management can be a game-changer, significantly enhancing business productivity by arming you with the right tools for effective decision-making. It's a catalyst for team collaboration, a fast-track solution for issue resolution, and a key driver in elevating customer service standards. By adopting best practices in case management, businesses can reap substantial benefits and improve their operational efficiency.

Enter Kissflow, a low-code platform that stands out in the realm of case management systems. It empowers businesses to gather information seamlessly, conduct comprehensive investigations, make intelligent decisions, and expedite resolutions. Kissflow workflow serves as an all-encompassing interface for all your investigative workflows, simplifying case management like never before.

Kissflow Workflow - Case Management Software