CASE MANAGEMENT

Be�er understand case management, as well as availabletechnologies to enable effec�ve case work.

What is Case Management?

A specific type of work where processes are lessstructured, interac�ons are more ad hoc, and

events are hard to �meline.

A type of work where lots of different data fromdifferent sources must be collected, summarizedfor decision-making, and acted upon — o�en inthe absence of prescribed process steps.

Signs You Might Need Case Management So�ware

1. You are drowning in paper2. There is not consistent visibility across cases3. You are using spreadsheets to manage case work4. You have many silos5. You deal with the swivel effect: look at this screen,then swivel to look at that screen

6. You work in the field with just a clipboard7. Naviga�ng through documents to find the rightone takes more than a few seconds

8. Collabora�ng on a case means email, IM, mee�ngsor phone calls

9. You don’t have a produc�ve way to collectcollabora�on details and informa�on

10.You have mul�ple solutions to address all of yourcase needs, each with its own log on

Understanding Four Types of Case Work

Process to Decision Service

Incident Management Investigations

Case management exists to make the results of complex decisions as

fair, fast, effective and optimal as possible.

It is applied across four types of work:

Process to Decision

• Regulatory compliance• Routine patient care• Pharmacovigilance

Creating a single view into all tasks, actions, data,files, collaborations, and history allowing businessrules to provide the required structure, as well asflexibility when needed.

What are some examples?What is it?

Case types that rely heavily on structured rulesand processes to coordinate case work.

What are the characteristics of this typeof case work?

Informed decisions depend on completinga set of known rules and processes that followa predictable, reliable path.

How can case management softwaremake this type of work more effective?

Service Requests

Work that revolves around making a decision onany particular type of service and takes intoconsideration contractual obliga�ons and ensurescases meet those obligations.

• Claims management• Ongoing maintenance• Customer service

• Rela�vely high degree of structure• Limited understanding of context• Evolving stakes

What is it? What are some examples?

What are the characteristics of this typeof case work?

How can case management softwaremake this type of work more effec�ve?

Providing instant access to complete and currentinforma�on speeds decisioning. Mobilizingprocesses equalizes office and field workersto complete necessary tasks.

Incident Management

The process of identifying and resolving adverseincidents that mi�gates organizational risk.

• Facility management• Emergency response• HR grievances

• Proactive; high-level process in place• Requires flexibility• Relies on cross-team or cross-organizationcollaboration

What is it? What are some examples?

What are the characteristics of this typeof case work?

How can case management softwaremake this type of work more effective?

Automatic, repeatable process and business rulesdrive a consistent approach to similar types of incidents.Audit trails provide the history of all content,process events and collabora�ons in the contextof the case.

Investigations

Investigations are o�en a reaction to a specificevent or circumstance and involve collec�ng andprocessing evidence to come to an informed decision.

• Accident inves�ga�on• Legal inves�ga�on• New product development

• Reac�ve: Takes place over a large amount of �me• Li�le structured process• Context that must be built fromacross many variables

What is it? What are some examples?

What are the characteristics of this typeof case work?

How can case management softwaremake this type of work more effective?

Convergence of all case informa�on, including dataand processes, to a single loca�on with fast, simpleaccess to the complete, contextual picture speedsinformed decisions.

HowDynamic Case ManagementSo�ware Enables Better Business

4 essential components of case management software that can make

the result of your case work more impactful:

1. Easy to use. Easy to change2. Powerful capabili�es to manage any type of case work3. Everything unified4. Enables be�er business

What Does Case ManagementSuccess Look Like?

CASE STUDY: SISALSisal is the second largest gaming company in Italyand the first Italian company to operate in the gamingsector as a Government Licensee.

GOAL• Eliminate paper• Improve visibility

CHALLENGES• Largely paper-based• Many compliance requirements• Massive partner base

RESULTS• New, digital Supplier Agreement Applica�on rolled out in10 weeks eliminated paper and improved partner rela�ons

• Records converged all individual partner case informa�on in asingle loca�on, elimina�ng �me spent searching for the mostcurrent data.

What Does Case ManagementSuccess Look Like?

CASE STUDY: EDP RenewablesEDP Renewables North America (EDPNA) is a developer, ownerand operator of 28 wind farms and the 3rd largest renewable energycompany in the United States.

GOAL• Rapidly identify, share and prioritize information to optimizeturbine performance

CHALLENGES• Vast geographic footprint• Competitive pressure to optimize efficiency• Difficulty balancing maintenance with innovation

RESULTS• Iden�fied and addressed issues in the first nine months worthmore than $100 million

• Eliminated reliance on email tracking, improving informa�onflow and accelera�ng performance

What Does Case ManagementSuccess Look Like?

Case Study: Flowserve CorporationFlowserve Corporation (NYSE:FLS) is the recognized world leaderin supplying pumps, valves and services to the power, oil, gas andchemical industries.

GOAL• Improve dispute management for aftermarket pump repairbusiness

CHALLENGES• Business units that act as independent en��es• Data sca�ered across hundreds of systems located world-wide• Zero collabora�on or standardiza�on across business units

RESULTS• Converged all informa�on from all systems across thebusiness

• 200% measured productivity gains across global workforce

Conclusion

Finding ways to optimize data management in thecontext of loosely-coupled processes leading to

better results.

Utilizing a modern and flexible platform thatintegrates data, process, mobility, socialcollaboration and content management to

accelerate intelligent decisions.

Case management is:

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