A Guide to Adaptive Case Management
Key takeaways
- Adaptive case management (ACM) enables businesses to handle complex, unstructured, and dynamic workflows providing the flexibility needed for adapting to real-time changes.
- ACM leverages the expertise of knowledge workers to make informed decisions.
- When choosing ACM software, you need to look for customization, automation, integration, scalability, and user-friendliness features.
- Many tools are available, and choosing the right one that suits your business needs is important.
For most of the last century, organizations focused on automating structured repeated processes. However, the 21st century defined a new era by what management theorist Dr. Peter F. Drucker termed the “knowledge worker.” The shift emphasized the importance of flexibility and adaptability in business operations.
To thrive in this dynamic business environment, businesses need to rethink their cross-departmental workflows, especially when it comes to managing complex and emergent processes that span entire business networks. This is where Adaptive case management (ACM) comes into play. ACM has emerged as a key BPM technology designed to support unstructured processes that demand a more nuanced approach. This blog explores ACM in detail, its necessity in today’s business climate, tools available, and future trends.
Table of Contents
What is Adaptive Case Management?
Adaptive case management is a dynamic approach designed to effectively manage non-routine and unpredictable work, especially in environments that require human judgment and flexibility. Unlike traditional case management systems which often rely on rigid processes, ACM emphasizes a more fluid and responsive approach.
ACM empowers knowledge workers – these are individuals with the expertise and creativity needed for organizations to adapt workflows to the specific context of each use. The approach follows the “planning by doing” principle allowing professionals to navigate complex situations while accommodating real-time changes in their environment and workflows.
ACM offers a framework for coordinating diverse tasks and collaboration among teams in various domains such as healthcare, legal, social work, and law enforcement.
How is adaptive case management different from dynamic case management?
Both adaptive and dynamic case management focuses on handling complex, semi-structured processes but diverges significantly.
| Factors | Dynamic Case Management (DCM) | Adaptive Case Management (ACM) |
|---|---|---|
| Process creation and adaption | DCM emphasizes real-time adaptability within a pre-defined framework allowing modifications during execution but typically relies on the existing processes. | ACM enables a “just-in-time creation” approach which supports the spontaneous development of processes as situations evolve allowing for greater flexibility and responsiveness. |
| Learning integration | Knowledge from previous cases helps in informed decision making and it requires manual input or reference. | Emphasizes “embedded learning” where it utilizes knowledge from previous cases automatically enabling information to flow seamlessly into new cases. |
| User focus | DCM is more inclusive in referring the workforce to anyone using a computer at work which broadens its applicability across different roles and tasks. | ACM strictly focuses on knowledge workers who apply specific skills and expertise for case resolution. It recognizes the nuanced and expert knowledge |
| Process complexity | DCM offers a dynamic framework within the established processes to manage complex workflows. | ACM is adept at handling highly unpredictable scenarios when there is no clear path to resolution empowering informed decision-making and powerful collaborative problem-solving. |
Key characteristics of ACM
ACM is designed to handle complex unstructured processes that require human judgment and expertise. Here are its key characteristics:
- Flexibility – ACM can quickly adapt to changing situations and user needs. Unlike traditional BPM systems, ACM does not provide rigid defined workflows. Its dynamic and flexible nature makes it the best choice for unpredictable and evolving scenarios.
- Collaboration – This core feature of ACM facilitates cooperation and communication between different stakeholders. ACM encourages teamwork and involvement of other members enabling knowledge sharing and decision making across different departments.
- Knowledge-centric approach – ACM focuses on leveraging knowledge as a key resource. It integrates human expertise, case data, and past experiences to guide decision-making. It offers valuable insights and relevant information to handle cases effectively.
- Human judgment and expertise – ACM relies heavily on human judgment and expertise to drive processes forward. Instead of following a predetermined path, users can make informed decisions at various stages based on the context of the case which allows them to personalize context-driven outcomes.
The Need for Adaptive Case Management
In an event-driven work environment, no two cases are alike. Each situation is unique with its challenges, circumstances, and tasks that require tailored solutions. Rigid processes make managing dynamic needs difficult leading to inefficiencies and delays. This is where adaptive case management software becomes essential.
ACM provides flexible, dynamic solutions that enable employees to:
- Change roles and processes on the fly.
- Add or modify people and tasks as needed.
- Access all relevant case information in a centralized location.
- Generate reports effortlessly.
ACM’s flexibility helps employees focus on resolving cases efficiently rather than being bogged down by administrative tasks. It also fosters collaboration, communication, and teamwork which are often crucial for case resolution.
Adaptive Case Management (ACM) Software
ACM software solutions are flexible, dynamic platforms that facilitate organizations to manage complex, unpredictable case workflows. The solutions adapt to the changing tasks, roles, and processes in real time providing tools for automation, reporting, and collaboration.
Key features to look for:
- Automated workflows: automates repetitive tasks which reduces manual efforts and increases efficiency.
- Case tracking: provides real-time visibility into case progress, deadlines, and status.
- Dynamic workflows: enables users to create and modify workflows on the go to adapt to evolving case needs.
- Customizable case paths: enables teams to personalize processes to suit the specific needs of each case.
- Document sharing and version control: facilitates seamless collaboration where teams can share, update, and track document changes ensuring everyone is on the same page and working on the latest version of the case.
- Real-time analytics and reporting: provides up-to-date information, insights, and performance metrics that help teams make informed decisions.
- Intuitive design: has an easy-to-navigate interface reducing the learning curve and enhancing user adoption.
- Accessibility and scalability: ensures that the software is usable by all employees including users with disabilities, promoting inclusivity. The ACM software that you choose should be scalable as your business grows.
- Integration: offers seamless integration with existing tools such as CRM, ERP, and other software to ensure smooth data flow, minimizing silos. Also, it provides robust APIs, enabling easy integration with third-party applications and custom systems, improving overall efficiency, and fostering a cohesive digital ecosystem.
Popular ACM software options
With AI transforming the way we use technology, it is essential to consider several ACM software options before settling into one. Each of these tools offers powerful solutions to manage complex and dynamic workflows. The list is extensive but here are some of the popular adaptive case management software options that you should consider in 2025:
1. Cflow
Cflow is an AI-powered workflow automation platform that offers comprehensive solutions for adaptive case management needs. It is a cloud-based platform focused on streamlining workflows and business processes. It caters to organizations of all sizes with features that enhance productivity and collaboration. The platform allows for customizable workflows, real-time tracking, and efficient task management.
Key features
- Cloud-native architecture
- Template library
- Customizable workflow templates
- Role-based access control
- Integration with email and third-party apps
- Advanced reporting and analytics
- Automated notifications
- Low-code development capabilities
Pros
- Cflow offers a user-friendly intuitive interface that simplifies workflow creation and management.
- It offers robust automation tools that enhance efficiency for complex processes.
- Our users have consistently noted our strong customer support for its reliability and responsiveness.
Pricing
Cflow offers flexible subscription-based pricing plans –
- Happy – $7/user*/month
- Joy – $11/user*/month
- Bliss – $16/user*/month
(*minimum 10 users)
2. Pega Platform
Pega offers powerful solutions combining business process management, robotic process automation (RPA), and advanced workforce analytics.
Key features
- Case management
- Application development
- Cloud decision management
- Intelligent virtual assistant
- Mobility
- Workforce intelligence
- RPA
- Process designer
- Process simulation
- Business rules engine
- SOA support
- Custom reports
- Dashboards
Pros
- Pega offers back-end interface that is easy to design and customize which is excellent for case management.
- Users have mentioned that Pega offers centralized control with a unified framework for managing cases which simplifies oversight and enhances process control throughout the organization.
- Users have mentioned seamless integration with this-party systems and collaboration for case handling.
Pricing
Pega offers free trial and custom pricing to suit the specific needs of your business.
3. Filevine
Filevine is a cloud-based case management and workflow automation solution that is designed for legal practices. It comes with a clean interface and streamlines workflow management with its automation capabilities.
Key features
- Case management from lead to settlement
- Document management by automating paper-pushing
- Workflow automation
- Client texting for easy and secure communication
- Reporting and analytics for data-driven decision-making
- Calendar and deadline management
Pros
- One of the greatest strengths of Filevine is that it is highly customizable.
- It offers simple creation and retrieval of case documents, billing statements, and reports.
- Filevine offers enhanced client communication and fosters streamlined workflow management.
Pricing
Filevine offers custom pricing based on the number of users and your requirements. It has three plans – standard, premium, and À la carte and in addition it offers enhancements.
4. Hyland OnBase
Onbase by Hyland is an enterprise management solution that offers content management and case management capabilities. Onbase offers tailored solutions such as integration with core applications such as Epic and Workday to efficiently automate business processes. It’s designed to capture and manage to reduce operational costs while offering low-code application development and custom workflows.
Key features
- Content capture and imaging
- Case management
- Low-code
- Reporting and analytics
- AI
- Contract lifecycle management
- Automated workflows
- Mobile support
Pros
- OnBase offers effective document management and streamlined interdepartmental processes.
- Users have mentioned easy use and user-friendly adoption for everyday tasks such as PTO requests and policy reviews.
- OnBase offers robust integration capabilities.
Pricing
OnBase offers custom pricing to suit the specific needs of your business.
5. Clio
Clio is a web-based legal practice management software designed for solo practitioners and small law firms. Clio effectively replaces the need for multiple systems like document management, case management, and accounting software to streamline your business processes.
Key features
- Contract management
- Case management
- Accounting and billing
- Financial reporting
- Client portal and appointment booking
- Workflow and email automation
- Advanced document automation
- Court E-filing
- 250+ integrations
Pros
- Users have mentioned Clio is convenient for timekeeping and is easy to use allowing them to track their billable hours in just a click of a button.
- The intuitive interface allows users to easily manage and track their tasks ensuring that payments are made on time and deadlines are met.
- Clio has extensive API integrations allowing for robust customizations.
Pricing
Clio offers four pricing plans which users can subscribe to with add-ons based on their business requirements:
- Easy start at $39/user/month
- Essentials at $79/user/month
- Advanced at $109/user/month
- Complete at $139/user/month
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6. Comidor
Comidor is a cloud-based platform that offers rapid application development and intelligent process automation. It is designed for a hybrid workforce and offers powerful automation features. It offers customizable business apps, intelligent workflows, and vertical solutions suited for organizations of all sizes.
Key features
- Once cloud framework
- Vertical and custom clouds
- User role management
- Email and task integration
- Workflow analytics
- Workflow testing
- low-code
- RPA, AI, and ML for process automation
Pros
- Users have mentioned Comidor’s intuitive user interface easy to navigate and design workflows improving overall user experience.
- Comidor offers comprehensive features and effectively supports complex business processes.
- Reliable and responsive customer support.
Pricing
Comidor offers three pricing plans:
- Regular user at $9 per user/month
- Power user at $40 per user/month
- Concurrent user at $25 per user/month
7. Newgen
Newgen is a comprehensive digital transformation platform that focuses on process automation and content management. It is designed for organizations seeking to enhance operational efficiency and drive innovation. Newgen provides powerful tools for document management, workflow automation, and analytics.
Key features
- Unified digital transformation framework
- Intelligent document processing
- Process automation capabilities
- Role-based access and user management
- Advanced analytics and reporting tools
- Integration with existing enterprise systems
- A low-code platform for custom solutions
Pros
- Newgen is known for its feature-rich environment that supports complex workflows and document management.
- The platform’s intuitive design aids in user adoption and reduces training time.
- Excellent customer support is frequently highlighted for its helpfulness and expertise.
Pricing
Newgen offers customized pricing based on specific business needs and requirements.
8. PMG
PMG is a cloud-based business process management platform that helps organizations optimize workflows and automate processes. Designed for scalability, it supports various industries with tailored solutions that enhance collaboration and efficiency.
Key features
- Cloud-based process automation
- Custom workflow design and management
- User permissions and role assignments
- Real-time analytics and performance metrics
- Integration capabilities with other business tools
- Low-code app development features
- Mobile access for on-the-go management
Pros
- Users appreciate PMG’s flexible workflow design, making it easy to adapt to changing business needs.
- The platform effectively manages complex processes, improving overall operational efficiency.
- Reliable customer support is noted for being accessible and informative.
Pricing
PMG offers tailored pricing plans based on individual business requirements and features selected.
9. AgilePoint
AgilePoint is a low-code application development platform that empowers organizations to easily create and automate processes. It is designed for digital transformation, offering tools that enhance collaboration and streamline workflows.
Key features
- Low-code
- Process automation and workflow management
- Role and user management
- Integration with popular business applications
- Advanced analytics and reporting capabilities
- Mobile-friendly access
- Template library for rapid deployment
Pros
- Users find AgilePoint’s low-code interface intuitive, allowing for quick development of applications.
- The platform supports a wide range of complex processes, making it adaptable to various business needs.
- Strong customer support is often praised for its responsiveness and technical expertise.
Pricing
AgilePoint offers pricing based on user needs with custom quotes for enterprises.
10. OpenText
OpenText is a leading enterprise information management platform focusing on content management, business process management, and workflow automation. It supports organizations in managing information securely while optimizing operations.
Key features
- Comprehensive content management capabilities
- Business process automation
- User role and access management
- Integration
- Advanced analytics and reporting features
- Mobile access
- Low-code customization options
Pros
- OpenText offers extensive features that address complex content and workflow management needs.
- The platform’s intuitive user experience simplifies information management processes.
- Responsive customer support is frequently commended for its effectiveness in addressing user inquiries.
Pricing
OpenText offers custom pricing to suit the specific needs of enterprises.
Steps for Successful Implementation of Adaptive Case Management
- Identify requirements and understand the specific needs of your organization. Focus on areas like compliance, flexibility, and case complexity.
- Evaluate your current workflows and processes and map the gaps and inefficiencies that ACM can address.
- Establish clear goals and objectives for adopting ACM.
- Research vendors and look for ACM platforms that offer features aligned with your business requirements such as integration, scalability, and customization.
- Choose an ACM platform that is user-friendly and can be easily adopted by your staff.
- Ensure that the software complies with the industry regulations and provides strong data security features.
- Develop a comprehensive training program for employees to help them understand and use the new ACM software.
- Offer continuous support and training and track the progress of adoption and performance using key metrics.
- Develop clear communication plans for adopting ACM that benefit both the organization and the staff.
- Address concerns and resistance through constant feedback and encourage buy-in across the organization through effective change management strategies for positive outcomes.
Transforming Complexity into Clarity With Cflow
Cflow offers a powerful platform that empowers leading organizations to unlock business-transforming outcomes. Clients use Cflow to optimize their business processes, automate repetitive tasks, and enhance case management through AI-driven decision-making.
With real-time optimization, Cflow ensure each case is handled with an appropriate level of attention with automating routine steps while providing flexibility for knowledge workers to intervene in complex scenarios. Its dynamic workflows adapt to the changing case requirements, ensuring seamless collaboration, robust tracking, advanced reporting, and effective integration improving overall operational efficiency.
Conclusion
Adaptive case management represents a paradigm shift in how organizations handle complex, unpredictable processes. It allows organizations to be dynamic as well as enables knowledge worker expertise to deal with dynamic environments. ACM’s flexibility and the ability to adapt, automate, and streamline operations ensures long-term business success. With robust tools like Cflow organizations can transform complex case management into manageable, transparent workflows resulting in the best business outcomes. Talk to our experts and sign up for a demo today.
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