Automation with adaptive case management

No matter if you are looking for success or are already a successful business, bpm’online’s solutions can help your business grow. With solutions that improve business process management and case management, it is your one stop solution for all management needs.


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While the practice of business process management (BPM) was introduced in the 1990’s it really picked up steam in the later year of the decade with organizations. BPM has been a backbone of a successful organization, helping automate processes, establishing monitoring tools, and other tools making processes more efficient. The approach itself has also evolved over the years. While focusing on BPM, most organization don’t truly look at the case management aspect. Adaptive case management can help businesses grow and make timely decisions, which are as important as streamlining processes.

Automation with adaptive case management

Adaptive case management assists in automation decision-making process. It also enables key decision makers to take decisions in a timely manner rather than leaving it to IT personnel. It does this by allowing workers to create and act on process simultaneously. Most businesses employ business analyst who designs and test processes before they are adopted. However, with case management the two processes occur simultaneously.

When making decisions, the decision makers require certain information to decide. Employing case management allows them to have access to the desired information, which allows them the best decision in a timely manner.

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How does case management in an adaptive way improve decision-making?

It surrounds challenges and opportunities, known as cases, with a network of tools that makes decision-making more efficient. Previously, tools worked on their own but with case management you can integrates these tools. The tools in question are:

  • People
  • Processes
  • Data
  • Analytics
  • Policies
  • Decision rules
  • Tasks
  • Collaboration

Key benefits


Leverage intelligent technologies that help users automate time-consuming operations


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What benefits come of this?

Your business is enabled to model processes and cases that are rich in data and flexible. It can help them with the following:

  • Determine complicated interaction of content, policies, and people
  • Improve judgment and decision-making for complex cases
  • Adopt changes to cases in real-time, the process works in real-time and is updated with data, processes, people, and so on
  • Provides data and analytics of case management

Case management is a complex process. Challenges and opportunities continuously present themselves in business, decisions need to made sooner rather than later. The process allows you to be in control of unstructured ad-hoc processes that may arise. Like mentioned above, the information is presented in front of decision makers so they can make an informed decision.

Overall, it needs to be utilized side by side with BPM. If businesses truly want to excel, one should both management models need to be employed. While one helps make processes much more efficient the other does the same but with decision making. Adaptive case management is data intensive while BPM is intensive on processes. The reason why the two are equally important is due to the fact that BPM usually deals with processes that are repetitive, automating them, while the former deals with cases that present themselves and are generally not repetitive.

Business Processes


Learn how business process management and case management can empower your business

The customer center is your solution

When it comes to finding a solution for case management, you want one that is comprehensive and provides you with tools that allow your organization to provide premier customer service. The Customer Center solution by bpm’online gives employees a holistic view of customers. Not only will they have their contact data but also their history along with all the data to provide better service.

In terms of managing cases, the solution allows you to easily manage all the cases that rise for customers and partners. It comes with a database where all the cases can are stored and allows for classification of cases in categories based on the type of case it is The database allows for cases to easily be managed and taken care of in time. The database also flags email and message communication and automatically registers cases.

Processes can be integrated into the system so it can help agents go through cases using certain procedures. This ensures that the case is dealt in the right way rather than the agent going about it as they please. A calendar is provided to agents so they can manage their activities, marking specific cases and when they should be followed up or require a certain action.

One added benefit of the Customer Center is that it comes with an analytics system. You can use this to determine how efficient the service staff is. But it doesn’t stop just there, you can also gauge customer satisfaction and the number of cases that are still pending with this tool. Allowing you to get a better insight into cases that your business comes across.

Customer Center blends case and knowledge management onto one platform. So employees have the desired information they may need in front of them when dealing with cases. They can browse through articles and other mediums of information within the system, search for specific information they need and be directed to them right away. This allows them to have the information they need in front of them with a click of a button. Which of course leads to better service.

If you are looking for a comprehensive approach to case management, then Customer Center is the right solution for you.

Bpm’online leading businesses to success

No matter if you are looking for success or are already a successful business, bpm’online’s solutions can help your business grow. With solutions that improve business process management and case management, it is your one stop solution for all management needs. They have consultants that help understand the needs of your business and design the perfect solution based on your needs. So don’t wait until it’s too late and contact bpm’online today.

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;
and The Forrester Wave™: Customer Service Solutions For Midsize Teams, 2017
as well as included into The Forrester Wave™: Dynamic Case Management, Q1 2018.

Bpm’online has been named a Challenger in the Gartner Magic Quadrant for Sales Force Automation, 2017 and the Gartner Magic Quadrant for CRM Lead Management, 2017; recognized in the Gartner Magic Quadrant for the CRM Customer Engagement Center, 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, named bpm’online the Leader in Enterprise CRM Suite and Midmarket CRM Suite categories of the CRM Market Awards 2017 by CRM Magazine. This is the third year in a row that bpm'online made it onto the leaderboard in Midmarket CRM Suite category, with impressive 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 is proud to be named the winner of the European IT & Software Excellence Awards 2013 - the pan-European awards event for IT, ISV and Telecoms channels.

Bpm’online named a CRM Watchlist 2016 winner among the top global CRM vendors.

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