What is Case Management?
Case management is a way to manage work that canât be fully standardizedâbecause each case is driven by context, judgment, and changing information. Instead of following one fixed process from start to finish, teams handle a case through a structured framework: clear ownership, milestones, rules, and collaboration until the case is resolved.
Common examples include customer complaints and escalations, incident and issue handling, employee relations cases, insurance claims, IT service requests, and compliance investigations. Although each case differs, good case management still provides consistency through templates, guidance, escalation paths, and traceability.
Want the full breakdown of how case management works, when to use it, and how it connects to BPM? Read our complete guide: Case Management.
FAQ
Case management is a way to organize and control work where each situation is unique. It provides structure through ownership, milestones, rules, and documentation, while still allowing flexibility and human judgment.
Examples include handling customer complaints, insurance claims, IT incidents, HR employee relations cases, or compliance investigationsâwhere steps vary based on what is discovered and decisions made along the way.
Process management is best for repeatable work with a predictable flow. Case management is best when the path can change based on context, evidence, and judgmentâso the work needs flexible handling, while still staying governed and traceable.
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