Case management
Case management is a way to handle work that can’t be fully standardized – each case is driven by context, judgment, and changing information rather than one fixed sequence of steps.
Instead of following a single process from start to finish, teams handle a case through a structured framework: clear ownership, milestones, rules, and collaboration until it’s resolved. Common examples include customer complaints and escalations, incident handling, employee relations cases, insurance claims, IT service requests, and compliance investigations.
Each case differs, so good case management provides consistency a different way than a standard process does – through templates, guidance, escalation paths, and traceability rather than a rigid step order.
See how case management works, when to use it, and how it connects to BPM.
Related terms
Workflow · Process owner · Risk management · Standard Operating Procedure (SOP)