Whether it’s a customer contacting your business with a complaint, an employee calling your HR team about a leave of absence request, or an injured employee navigating a workers’ compensation claim, understanding the context of a case is everything.
Your customers and employees want personalized care and a positive user experience. Internal stakeholders want the real-time data, streamlined workflows, and collaboration tools they need to ensure regulatory compliance and help with decision-making.
Whatever your industry or use case, you’re likely handling situations like these already. By switching to a dynamic case management platform, you can use contextual data to optimize case management and improve employee and customer satisfaction.
What Is Dynamic Case Management?
Dynamic case management (DCM), also known as adaptive case management, is the process of using technology to facilitate complex cases, often with the use of no-code and low-code automation. Dynamic case management has applications in a range of industries, including healthcare, insurance, and financial services.
Dynamic case management differs from business process management (BPM) in that it’s more flexible and can take the context of a case into account. In contrast, business process automation (BPA) and robotic process automation (RPA) rely on static, linear workflows that remain consistent from one case to the next.
For example, you can use BPA to automate employee onboarding, but you may need dynamic case management to handle more complex customer service requests.
3 Use Cases for Dynamic Case Management
Depending on your business or industry, individual cases may have a dedicated case manager, or they may pass through multiple hands before reaching a resolution. Here are three use cases for how DCM might come into play at your organization:
1. Customer Service Management
Service level agreements (SLAs) describe the expectations that a vendor or service provider is required to meet, such as the availability of an SaaS platform or customer service resolution rates. An SLA can be an agreement between your business and a client, between internal departments, or with a third-party service provider.
Dynamic case management tools make it easier to meet your obligations by using intelligent case routing and prioritization and implementing custom SLA rules.
2. Workers’ Comp Case Management
Workers’ compensation cases are some of the most complex cases that your HR team can encounter. They require coordination between multiple parties, including insurance providers, healthcare providers, and the injured worker. Dynamic case management software allows you to handle complex cases with ease, simplifying paperwork and automating HR processes to ensure a more seamless experience.
3. Investigation Management
Conducting a workplace investigation may require you to store photo or video evidence, maintain a paper trail, and ensure the confidentiality of a witness or whistleblower. You may also need to take steps to ensure the incident doesn’t happen again.
Investigation management software like Pulpstream can help you conduct workplace investigations, take corrective action, and improve regulatory compliance.
6 Capabilities of a Dynamic Case Management System
If you’re thinking of rolling out a new case management solution, what features should you look for? Although every situation is different, here are six capabilities you should expect to find in your future case management platform:
1. Data Sharing and Trend Analysis
Whether you’re using a DCM platform for incident management, customer service, or another business workflow, your team can’t make decisions without data. They need easy and reliable access to data across multiple departments and workflows.
DCM platforms allow you to break down barriers and eliminate data silos by integrating all of your data sources, inputs, and outputs into one integrated platform. This makes it easier to analyze, consolidate, and share data between teams, and use technologies like artificial intelligence (AI) to identify trends in your data.
Because every case is unique, you need a case management platform that can provide data-driven solutions regardless of the situation. Use built-in logic and custom business rules to route cases to team members and get the right hands on each task.
2. Visible Case Management
With a traditional case management process, it can be hard to understand where each case is in its lifecycle at any given time. For example, managing a business insurance claim involves multiple stakeholders across the insurance claims lifecycle.
Increase efficiency and focus on continuity with a complete view of case information beginning to end. Rather than having to balance multiple systems, manage physical documents, and juggle several versions of spreadsheets, utilize the same intuitive interface to log activities, add notes, assign tasks, and schedule events.
Pulpstream’s dynamic case management solution makes it easy to set and escalate milestones and get notifications by email or SMS whenever a task is overdue.
3. Collaboration Across Platforms
Often, complex cases rely on input from several different internal functions and systems. Ensure smooth handoffs from stakeholder to stakeholder and with one centralized case management platform that consolidates all of the inputs and data in one location. Make the most of integrations with other software tools and apps you're currently using.
As you start your digital transformation, look for a solution that is cloud-based, allowing for secure and flexible accessibility no matter the device, time, or location.
4. Customizable Reporting Tools
Improve visibility into individual cases and your entire case management portfolio with customizable reporting dashboards, audit trails, and status templates. Tools like these help to provide transparency, ensure regulatory compliance, and identify the need for corrective action or business process improvement.
For example, Pulpstream’s audit and inspection tools allow you to capture richer data, extract and report on compliance trends, and track corrective actions. Likewise, our claims analytics tools help you identify patterns in otherwise unwieldy data.
5. Configurable Workflows
Traditional BPA platforms are customizable, but provide less room for processes to flow across platforms. Organizations may get locked in to a process and end up spending time and money hiring someone to reconfigure it as business needs change.
Dynamic case management platforms make it possible to modularize the components of each case in one place with dynamic process fragments, providing process owners and knowledge workers the ability to refine their processes themselves over time.
With a customizable no-code platform like Pulpstream, anyone on your team can use the drag-and-drop interface to streamline workflows, without having to hire external developers or consultants or learn how to code themselves.
6. Flexibility to Handle Exceptions
When dealing with employee or customer processes, there’s always the possibility of an unexpected change or update that requires you to incorporate new datasets or involve additional stakeholders. A dynamic case management platform should make it easy to create ad hoc processes to handle exceptions, and then turn them into templates you can reuse to save time in the future.
Pulpstream’s case management platform allows you to identify replicable patterns and duplicate methods, while enabling you to deal with unplanned events with smart case ownership, role-based privileges, and ad-hoc reporting.
Begin Your Digital Transformation with Pulpstream
While your business may have more cases than you can count, to each of your clients or customers, their case is the most important. Having a dynamic case management system in place gives your team the structure, visibility, and tools they need to work together to solve each case and provide a positive customer experience.
Pulpstream offers a dynamic case management solution in a no-code, cloud-based platform. With omni-device support and a customizable mobile app, your team can access the information they need in real-time — or upload any kind of case data.
You can use Pulpstream to optimize incident management, claims management, and more. Most importantly, use cues to contextually route each case to the right person, because we all know that cases don’t always proceed in a straight line.
Request a free product demo to learn more!
