Handling a request, managing a file or assigning a claim are frequent tasks in business, and often represent large volumes of cases to keep track of. To manage them, organizations think of equipping themselves with specific software to better track these processes or automate non-value-added tasks. But they soon realize that this software is not customizable, and is a constraint on their way of working and their know-how. Fortunately, the new generations of adaptive case management platforms can manage any non-linear, multi-condition process, and are 100% customizable.
This adaptive case management software enables employees to be guided, according to their needs, through flexible task sequences until the case is resolved. They integrate multi-stakeholder collaboration, file and document tracking, and data management for greater efficiency and performance. What’s more, they integratetask automation functionalities to boost productivity.
In this article, after a theoretical introduction, we will share a solution for simply managing complex business processes and automating certain tasks such as multiple data entry, information retrieval…
What is adaptive case management?
Definition adaptive case management
Adaptive case management is a process management solution that enables companies to build customizable, flexible and dynamic workflows based on tasks, actors, conditions and decisions. This software enables employees to follow guided sequences of actions.
In addition, the organization’s existing software is connected to it, freeing employees from repetitive tasks such as multiple entries. They enable employees to have a single tool that brings together all information and data relating to a file, accessible with a single click.
Employees therefore gain in comfort and efficiency. Guiding them through actions greatly reduces the need for training.
Key features of adaptive case management
- Task execution
- Communication and collaboration
- Document management
- Operational follow-up
- Data management
- Player monitoring
- Condition and decision management
- Statistics
- Reporting
Examples of adaptive case management
Intervention management
Compliance and quality processes
Customer order tracking
Mail processing
Customer complaints management
Request for quotation
from a prospect
Recruitment process
Request
legal
Approval of purchases and expenses
Tender response management
Processing patent applications
Loan application and financing
Insurance claims management
Accreditation process
Manage
customer contracts
It is not uncommon for a company to have to manage several adaptive case management processes simultaneously (e.g. processing a request for service and a request for quotation). In this case, we recommend opting for a single process management solution, provided that this solution can be customized and connected to the company’s existing software (CRM, ERP, HRIS, EDM, collaboration tools, etc.).
The benefits of using an adaptive case management platform
Efficiency and optimization
- Removing bottlenecks
- Faster processing and response times
Compliance and quality
- Harmonization and consistency of procedures
- Compliance with standards and regulatory requirements
Collaboration and coordination
- Implementation of monitoring and control systems
- Facilitating interdepartmental and interpersonal interactions
Customer satisfaction
- Enhanced user experience
- Simplified requests and exchanges with the organization
Data validation
- Unification of company information and data
- Simplified analysis and decision-making
Task automation
- Eliminate multiple entries of the same information in several programs
- Automated reminders
Find out more in our article on process automation
The strengths of process management platforms: design, integration and collaboration
Workflow creation in no-code
Thanks to their no-code designer and workflow engine, companies can quickly design customized and flexible adaptive case management processes. This approach allows defining the stakeholders, roles, business rules, critical data, and steps…
Software integration and automation
Case management software offers API connectivity with corporate applications: CRM, ERP, specific business software, HRIS, EDM. This integration enables the automation of repetitive, tedious and non-value-added tasks.
Collaborative collaborative work tools
Launch tasks at the right time, to the right person, without unnecessary clicks, thanks to their intuitive, ergonomic collaborative workspace. This approach streamlines collaboration, speeds up approval processes and optimizes operational efficiency.
Data management and reporting
Adaptive case management software allows you to manipulate data according to your needs, including processing, transforming, and analyzing it. This enables the automation of a variety of reports and allows business managers to make informed decisions.
Tips and methods for implementing an adaptive case management solution?
Setting up case management requires a methodical approach. Just as an architect wouldn’t build a house without a plan, it’s crucial to prepare your digitalization project properly. Here’s how to do it effectively:
Conduct a process audit to understand current operations
Before implementing a case management tool, take the time to audit your current processes. This step, which can be completed in just a few days, is essential for :
- Accurately map your current operations: tasks, people involved, conditions, deadlines and volumes processed.
- Identify opportunities for optimization and automation.
- Draw up a roadmap for implementing digital case management. Depending on the context in your organization, this can be done in stages.
- Involve your teams from the outset, to encourage future adoption of the change.
Find out more in our article on how to conduct a process audit.
Choose a customizable, flexible solution that connects to your existing software.
The market offers a multitude of case management solutions. Your choice will depend on your specific requirements:
- Do you prefer specialized software or a more versatile solution?
- What are your budgetary and technical constraints?
- Do you need a rapidly operational solution for iteratively building adaptive case management, or would you like to set up a project to build a very advanced version?
- Can the adaptive case management solution connect to your software (CRM, ERP, HRIS, EDM and other business applications)?
Don’t hesitate to try out different options. Some platforms, such as Lapala, offer free versions with no time limit for a certain volume of requests. These offers not only allow you to evaluate the tool, but also to benefit from support in setting up your first scenarios.
By following this structured approach, you’ll maximize the chances of success for your case management digitalization project, while ensuring a smooth transition for your teams.
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Conclusion: A modern solution for greater efficiency without revolution
Adaptive case management represents a simple, high-performance solution for efficiently managing complex, dynamic business processes. By offering flexibility, customization and automation, these platforms optimize workflows, improve collaboration between teams and increase customer satisfaction.
The successful implementation of a case management system requires a methodical approach, including an audit of existing processes and the choice of a solution tailored to the organization’s specific needs. Whether you opt for a specialized tool or a versatile platform like Lapala, the key is to take the first step towards more intelligent management of your business processes.
Now you know all about adaptive case management. Now it’s your turn! See you soon for more content!
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