Exploring Dynamic Case Management – What it is and Why is it Needed?
Key takeaways
- Case management involves all those activities that gather information relating to a particular incident or problem of an individual or a company.
- Case management software can help with automation of tedious tasks, document management, and scheduling.
- Dynamic case management is a great example of human-machine partnership where the process is enhanced through AI-based decision making and automation.
- Dynamic case management in Cflow offers process workflows that can be customized in real-time, and enables rule-based decision making and better transparency.
- This type of case management works best when the work is consistent in nature, has defined goals, but has varying means to achieve the goals based on the data in the case.
- With Cflow, you can create dynamic solutions to cater to ever-changing needs of your organization.
What is Dynamic Case Management?
Dynamic case management (DCM) is a streamlined system that creates an intelligent and dynamic environment for handling all communication related to cases. Dynamic case management offers process workflows that can be customized in real time. A dynamic case management system enables informed decision-making by configuring business rules and offers greater transparency for efficient and auditable collaboration among stakeholders.
This system has a variety of use cases in life sciences, healthcare, banking and financial services, and legal. Dynamic case management refers to a set of capabilities that allow users to create applications that are far more agile and real-time in terms of workflow, collaboration, process transparency, and status progression. Processes that are consistent in nature, and have clearly defined goals but can have different ways of achieving these goals, are the right candidates for dynamic case management. A case in this context refers to the collection of information relating to a particular case relating to a specific individual or a company.
Dynamic case management is often referred to as advanced case management or adaptive case management. It combines human and technology-based approaches for handling unpredictable cases.
DCM helps caseworkers make faster and better context-driven decisions. Compliance activities and collaboration between processes are greatly improved with DCM. Dynamic case management was first used in the healthcare and insurance industries but is now being used in other industries as well.
Table of Contents
Current Scenario of Case Management
As per recent research, the case management market is expected to grow at a CAGR of 10.89% to reach USD 15.37 billion by 2030.
The healthcare industry is ranked the leading market driver in the case management industry, as it adopts case management principles for streamlining patient complaints and queries. Modern organizations must be masters of change. As new technologies emerge competitive landscapes shift, and customer expectations evolve, case management too has to evolve.
Process owners are continuously pressurized to improve their efficiency as the pace of the business accelerates and operations expand. In order to improve their efficiency, they need to implement robust tools that take advantage of the latest technologies. Dynamic case management tools help process owners resolve issues faster and deliver exceptional customer experiences. Advanced case management frameworks enable process owners and developers to build AI-enabled processes applications that can adapt to complex changing events. These tools also allow users to update or change processes easily, on-the-go.
Need for Dynamic Case Management
Why do you need dynamics case management? Dynamic case management facilitates efficient case-related work using technologies that can automate and streamline the repetitive and mundane aspects of case management. A case contains information about a particular issue or entity such as a person, company, or incident. A case management system builds bridges between applications, so humans do not have to reconcile information from disparate systems. Here are reasons why you need a dynamic case management system –
Boosts productivity – A dynamic case management system combines human capabilities with technology for optimizing processes. AI-driven decisioning and automation helps employees work faster and with greater precision.
Harmonizes process flows – DCM eliminates obstacles from processes and workflows, which enables case managers to become holistic problem solvers. A case management software helps them map journeys, enhance customer experiences, and expedite investigations.
Now that we have established reasons why we need dynamic case management, let us move on to understanding when to go for dynamic case management.
A dynamic case management approach is most effective in handling any complex business scenario that entails longer resolution times and a large extent of collaboration. A DCM solution can be used to address both short-duration and long-duration cases. Cases that span across departments and complex processes are best dealt with a dynamic case management solution.
The most common use of DCM is in incident management and complaint investigation. Incident management is a prime case for DCM mainly because of the high-level processes that are involved. Managing these incidents requires flexibility and speed that DCM can provide. Incident management also requires cross-team collaboration and may involve fieldwork and mobile components.
Complaint management is another common use case for DCM. Whenever a complaint is received regarding the product or service, the DCM system automatically routes it to a customer support agent for verification of important details of the incident. The details that are to be verified include – batch number of the defective item, root cause of the issue, employee that handled the dispatch, etc. Once this case information is retrieved, service agents may decide the resolution to the issue. During the course of resolution, reviews, approvals, escalations, return initiation, and service recovery steps may come into play. The outcome of such events is unpredictable, this is where dynamic case management can help. Dynamic case management can also be used to resolve HR grievances, quality control, and fraud prevention.
Use Cases of Dynamic Case Management
Although the use cases of dynamic case management may differ, the common thread is the ability to centralize and orchestrate complex work. The nature of the use case determines whether collaboration with other mechanisms or systems like email, chat, or screen-sharing is required. The use cases of DCM may be classified into one of the 3 types – Investigative, service requests, or incident management.
Investigative case management
Activities like task delegation and case folder synchronization can be categorized as investigative case management. These types of tasks or activities are common in IT governance, Litigation, Social Work, Foster Care, Audit requests, Probation, and Law Enforcement Investigations.
Service Requests Management
The activities that are categorized as service request management involve multiple roles and handoffs and case continuity. Some examples of service request type of case management are – customer service, insurance claims processing, loan origination, IT service management, Underwriting, Onboarding, HR management, and Procurement.
Incident management
This type of case management includes activities that maintain and demonstrate a chain of information custody. Incident management examples include – complaint management, quality management, medical record management, fraud management, and natural or manmade disaster management.
Customer Service Use Case of Dynamic Case Management
Customer service is a popular use case of dynamic case management. Each query or issue raised by the customer is treated like a case. A DCM software helps organizations effectively track, manage, and resolve customer issues and requests. The features that case management dynamics 365 provides include –
Efficient case tracking
Dynamics 365 case management tools allow organizations to efficiently track customer cases from inception to resolution. This tool automatically assigns a unique identifier, which enables support agents to maintain a comprehensive record of customer interactions.
360 Degree case view
A case management software used by customer service personnel provides a holistic view of the customer’s history and interactions. A dynamic case management system provides a single source of truth for managing customer cases from creation to resolution. Armed with this data, customer agents can understand current customer needs and previous issues.
Streamlined workflows
All case handling workflows are effectively streamlined by the software. The software ensures that all cases are routed to the right agents or teams based on predefined rules. Manual burden is greatly reduced and resolution of cases is accelerated.
Advantages of Dynamic Case Management
Automating the case management process overcomes the drawbacks of manual processing. A dynamic case management solution brings structure into the case handling process, which ensures that no case falls through the cracks. An automated system also ensures that all approvals are done on time and issues are resolved efficiently. The main advantages of dynamic case management are –
1. Adaptive
One of the main reasons why process owners love DCM is its adaptiveness. A dynamic system adapts to the changing nature of complex cases with the help of advanced technology like AI. This helps case managers focus on resolving cases rather than deal with software errors.
2. Agile
Dynamic case management can be woven into the agile nature of modern businesses. The operating models, teams, and processes in modern businesses are constantly changing. Dynamic case management fits like a glove into this dynamic business environment by adapting seamlessly to case-related events and it enables case managers to effectively update processes on an ad-hoc basis.
3. Cross-functional collaboration
Awkward standoffs are common in tasks that involve multiple departments. Dynamic case management eliminates the occurrence of such standoffs by maintaining uninterrupted flow between departments and teams. Seamless collaboration between teams ensures that critical case related information does not fall through the cracks.
4. Empowering
Any major change in the organization impacts the case management process. Traditional case management processes are too slow to adapt to these changes, causing disruption in operations. A dynamic case management system on the other hand handles these changes efficiently. The adaptiveness of the DCM system empowers the team to embrace change easily and quickly.
5. Provides context
A DCM system is usually used for handling cases that are complex and last for longer durations. Project teams and case workers can quickly see the action required in handling the request with a DCM system that draws context into all the factors of the case. Context based case handling gives stakeholders the clarity required for determining the appropriate action on the case.
6. Intuitive
Dynamic case management systems accelerate the implementation of the solution by providing visual tools that process owners can use to applications themselves without having to worry about coding. Even complex processes can be automated with a good DCM framework.
7. Intelligent
Most dynamic case management solutions use AI and machine learning to help managers and caseworkers make contextual decisions. Machine intelligence together with human intelligence makes case management more efficient and effective.
8. Quick and effective decisions
Caseworkers can respond to changes faster and more effectively with a DCM system in place. The dynamic applications that come with DCM coupled with the discretion of caseworkers make it easy to handle processes the right way by taking the optimal route and right action for resolving the issue. The DCM system also provides a bird’s eye view of the case statuses to caseworkers. Deeper visibility and transparency make it easy to make decisions faster and more efficiently.
9. Seamless integration
With DCM, teams gain a simple, inexpensive, and flexible way to transform processes. You can seamlessly integrate DCM solutions into existing processes and systems like a simple SaaS solution. Easy integration of DCM allows companies to continue using their existing applications and eliminates the need for revamping or tearing down of existing infrastructure. A SaaS DCM solution links multiple processes that were earlier working in silos and integrates them into a single framework. The data within these systems can be easily and freely exchanged, which makes it easy to derive actionable insights for making business decisions.
10. Accurate documentation
The sequence of steps in a dynamic case management system involves a lot of documentation at every step of the process. Caseworkers and other stakeholders can easily attach these documents when each step is processed. DCM also provides a robust platform to manage and share documents within the context of the case.
11. Higher customer satisfaction
DCM facilitates rapid resolution of issues, which makes decision-making faster and provides better control over customer services. Moreover, the services provided to customers are more personalized with DCM and issues are settled faster. The transparency of dynamic case management systems also ensures that customers and other stakeholders are aware of the status of the requests in real-time. The degree of customer satisfaction provided by DCM is very high owing to personalized and prompt customer service.
End-to-end workflow automation
Build fully-customizable, no code process workflows in a jiffy.
Case Management vs BPM
Case management and BPM are both process improvement methodologies used by organizations for better business outcomes. Are these two the same? Let us explore the similarities and differences between BPM and case management. According to the Forrester Research group, dynamic case management and BPM are grouped under low-code support software under the broader umbrella of Digital Process Automation.
Gartner on the other hand sees case management as being built on top of BPM platforms. Gartner elaborates further by saying that case management frameworks are model-based, but their respective capabilities depend on the components individual vendors include out of the box. Also, not all BPM vendors offer case management frameworks, and not all case management frameworks are offered by BPM vendors.
| BPM | Dynamic Case Management |
|---|---|
| This is a static system. BPM involves repeatable processes that are static | This is a dynamic process |
| BPM is a linear system with a straightforward workflow | This is a non-linear process with complex workflows |
| BPM systems are difficult to adapt. Making changes to a BPM system according to change in business requirements is a cumbersome process | DCM is easy to adapt. These systems are designed to handle changing circumstances |
| BPM systems come with little to no intelligence | DCM systems provide contextual intelligence to case handling |
| These systems involve hand coding. Making changes according to changing business requirements is a long-drawn process | Dynamic case management systems are usually low-code applications, Updating processes as per change in requirements is fairly easy and requires visual tools |
| BPM systems are task based | DCM is context driven |
While BPM and dynamic case management both have their use cases, the rapidly evolving modern business landscape is driving demand for the latter.
Why Cflow?
Cflow is a no-code workflow automation tool that can be used as a dynamic case management tool for various business functions. Almost all core business functions, including finance and accounting, procurement, customer service, IT request handling, and HR can be automated with the no-code visual workflow builder in Cflow. Here are 5 reasons why Cflow is the best automation tool for dynamic case management –
1- AI-based Contextual Decision making – Cflow is an AI-powered workflow automation platform that enables caseworkers to make contextual decisions while handling issues or cases.
2- No code workflow builder – Cflow slashes software development times and costs by an order of magnitude by introducing the visual workflow builder. Caseworkers can easily build workflows with their domain knowledge using the visual form builder.
3- Agile Kanban – You can improve workflows with the efficient prioritization of tasks with Kanban in Cflow. This feature enables users to view the current tasks being performed, status of current tasks, tasks lined up for the future, and completed tasks, through simple navigation.
4- Document manager – You can manage all your documents from the centralized console in Cflow.
5- Auto approvals – The auto-approval feature in Cflow makes it quick and convenient to approve requests
Cflow offers several other features that can simplify case management for you.
Conclusion
Dynamic case management is the way forward for businesses looking to deliver exceptional customer service. Handling cases is greatly simplified and made more efficient by dynamics case management solutions. Make an informed decision while choosing the automation solution for handling case management in your company. Not all no-code solutions are right for your business, you need to choose the one that offers maximum flexibility and adaptability. Cflow can take case management to the next level with its AI-powered automation capabilities. Explore Cflow by signing up for the free trial today.
What should you do next?
Thanks for reading till the end. Here are 3 ways we can help you automate your business:
Do better workflow automation with Cflow
Create workflows with multiple steps, parallel reviewals. auto approvals, public forms, etc. to save time and cost.
Talk to a workflow expert
Get a 30-min. free consultation with our Workflow expert to optimize your daily tasks.
Get smarter with our workflow resources
Explore our workflow automation blogs, ebooks, and other resources to master workflow automation.
What would you like to do next?
Automate your workflows with our Cflow experts.
