What is Case Management in CRM?

Case management is a procedure many organizations apply to processes that are not repeatable and unstructured. It is a data-centered practice that involves collecting, monitoring, and analyzing information, methods, and content relevant to the particular case.


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We live in an era, which is defined, governed, and ruled by knowledge. While 70% of organizations are already doomed to fail, adding tough competition to the list of problems forces businesses to seek new ways of gaining the competitive edge. This is why business owners need to use all available resources and tools to stay ahead of the curve.

Optimizing business operations inside and out means going back to the company’s roots. And the core of any successful business consists of two approaches to streamlining business operations – business process management (BPM) and case management.

These practices are very important for the work environment, which is why companies strive to find the right software solutions to apply them. Considering that they are often misunderstood, it’s time to untangle the web of confusion and see what both of these approaches involve, and why your business needs the right software tools to optimize them.

Definition of Case Management

Technically, case management is a procedure many organizations apply to processes that are not repeatable and unstructured. It is a data-centered practice that involves collecting, monitoring, and analyzing information, methods, and content relevant to the particular case.

Given that the nature of a “case” or a project is unpredictable, once it arises, it can represent an investigation that needs to be performed, an issue that needs to be resolved, or service request that has to be properly dealt with.

Defining Business Process Management

BPM is a holistic approach to managing and improving an array of business activities that work together to fulfill business goals. BPM allows the company to be flexible and adapt quickly to the changes in the surrounding business environment. That is why the major players in all markets began to actively implement BPM systems.

Case Management Technology

A case management solution helps you track all the vital client information that managers can immediately use to successfully run a case. But case management programs can do more than simply record and organize information.

With all data gathered and accessible in one location, businesses can leverage the collected information to get the desired outcomes faster. Since the system automates the unstructured workflows, employees can focus more on the case outcome, while managers can use this source of knowledge to create insightful reports or to oversee the company’s operations.

Either way, the optimization of case processes leads to better business management. The software also enables simplified collaboration between members involved in a case. In addition, some case management software providers also enable direct communication with a client within the platform.

But what benefits does CM (Case Management) software provide for your business? Apart from a great deal of case-related data, including client’s notes, appointments, scheduling, payment methods, and communication, the system can also:


  • Properly store and organize data in a single database.
  • Conduct data analysis for uncovering specific case details.
  • Access the information anytime and anywhere for better outcomes.
  • Analyze the workflows to provide insights into how customers interact with your business.


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BPMS Features

As previously mentioned, the BPM practice is more complex and requires a careful approach to optimization. Speaking in general, all BPM systems have a lot of benefits in store for thriving business owners, including:


  • Complete control of all business processes.
  • Improved collaboration among team members.
  • Automation of repetitive tasks to save time and avoid human errors.
  • Metrics and powerful analytic tools for better results.
  • Flexibility to make process changes.
  • Mobility to work remotely and execute projects in real time.
  • Improved customer relationships and customer experience with the business.
  • End-to-end process tracking, measuring, and comparing to complete projected results.
  • A significant reduction of costs.

What to Choose for Your Business – Case Management or BPM?

When it comes to making a choice, the answer depends on business requirements. If your organization has a lot of clients and products and/or other services to offer, then it’s obvious you should include both case management and business process management technologies. Taking into account that the majority of business operating in the digital environment deal with both structured and unstructured processes, solution that combines BPM and CM technologies is the best tool to help organizations respond to the modern challenges.

Currently, many vendors offer these solutions separately. In contrast, bpm’online can solve your dilemma with a quality BPM suite that can help you keep up with both case management and business process management optimization. How? By including Dynamic Case Management (DCM) that allows you to select the most flexible and beneficial path towards achieving the best outcomes and BPM technology to streamline more predictable workflows.

So what does an ideal BPM case management platform have to offer?

Dynamic Case Management

The biggest advantage of DCM is that it offers more flexible, knowledge-driven patterns that enable users to select the best approach or set of activities for achieving the best case outcome.

The best part is you don’t have to be a technology expert to run a case on this platform. The clear and helpful interface already includes key stages and possible steps you chose to include or dismiss during the process.

End-to-End Case History

Considering that the primary function of both BPM and case management is to reduce human errors, you will get an entire and accurate history of cases and processes.

Therefore, case management becomes simplified once again while each case is rapidly resolved.

Better Analytics

Big data needs to be efficiently analyzed and organized to support better business decisions. For that reason, you can take advantage of comprehensive, yet user-friendly system dashboards to accurately analyze the success of your case, as well as the efficiency of the service.

Final Thoughts

Both approaches work well independently, but even better when combined. However, the market is yet to offer a seamless solution, or is it? If you want to see how BPM and case management software work together, consider a powerful BPM suite with advanced CM capabilities. Otherwise, divide and conquer.

Bpm’online was named a Leader in The Forrester Wave™:
CRM Suites for Midsize Organizations, 2016.
In addition, bpm’online has been recognized as a Strong Performer
in The Forrester Wave™: Sales Force Automation Solutions, 2017,
The Forrester Wave™: Lead-To-Revenue Management Platform Vendors, 2016;
The Forrester Wave™: Customer Service Solutions For Midsize Teams, 2017;
The Forrester Wave™: Dynamic Case Management, Q1 2018
and The Forrester Wave™: Digital Process Automation for Wide Deployments, Q1 2019.

Bpm’online has been named a Challenger in the Gartner Magic Quadrant for Sales Force Automation, 2018, 2017, 2016 and the Gartner Magic Quadrant for CRM Lead Management, 2017, 2016; recognized in the Gartner Magic Quadrant for the CRM Customer Engagement Center, 2018, 2017, 2016, 2015, included into the Gartner Magic Quadrant for Intelligent Business Process Management Suites, 2017 and Gartner Magic Quadrant for Enterprise High-Productivity Application Platform as a Service, 2018.

Nucleus Research consecutively positioned bpm’online in the Leaders Quadrant of the Nucleus CRM Technology Value Matrix 1H 2018 for its unprecedented agility to modify processes on the fly.

Ovum, one of the leading global technology research and advisory firms worldwide, has Bpm’online named among the world’s top 10 CRM vendors in latest Ovum CRM Decision Matrix. Bpm’online has been recognized for its process-centric approach and intuitive platform.

CRM Magazine, the leading publication of the industry, recognized bpm'online as a Leader in the Midmarket CRM Suite and Sales Force Automation categories, as well as named the One to Watch in the Enterprise CRM Suite in the CRM Market Awards 2018. This is the fourth year in a row that bpm'online made it onto the leaderboard in the Midmarket CRM Suite category, with superb scores all around.

bpm’online has been honored as Gold Stevie® Award Winner for the Best Relationship Management Solution of the Year in the 11th Annual International Business Awards. Winners were selected from over 3,500 nominations.

In 2015 for the second time in a row bpm’online is selected as ISM Top 15 CRM Award winner by, ISM Inc., Customer-Centric Strategic Advisors. The company is positioned as a leader in the fast-paced CRM industry.

Bpm’online received a 2015 CRN® Enterprise App Award for its bpm’online mobile CRM application. Bpm’online’s mobile app was selected by a CRN editorial panel based on a combination of critical factors including functionality; suitability to task; ease of use; innovation; and potential value to solution providers, their customers and the market in general.

Bpm’online has been named as Leader in CRM Software and Business Process Management Grid® Reports by G2 Crowd, Summer 2018.

Bpm’online has been recognized as a winner in the CRM Watchlist 2019 award

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