An Introduction to Dynamic Case Management and the AgileApps Cloud

Overview

“Case Management” turns out to be a nearly-ubiquitous description of people doing things in the real world. Case Management systems can help you automate such practices, but they require a number of capabilities including business process models, deadline tasks with automated reminders and escalations, rule-driven processes, and integrated email, as well as the ability to create procedures “on the fly” to handle exceptional situations.

In addition, such system needs to be dynamic. At the same time the system can automate cases, incidents, or investigations that follow standard patterns, it needs to allow for process variations that are constructed interactively as a case is handled.

Such systems used to be very difficult to build. But not anymore! The AgileApps Cloud platform provides the tools needed to create such systems readily. In addition, it provides extensive capabilities, so a system can be created by starting from an initial application template to minimize the work involved. This paper shows what goes into a case management application and shows how easily one application can be built using the AgileApps Cloud platform. Follow the process it describes to develop your own, fully custom systems.

The World is crowded with “Dynamic Case Management” Opportunities

They used to be problems. But no more! Today, they represent a huge opportunity to improve the bottom line, with minimal investment and development time.

ServiceDesk is a prime example of a Dynamic Case Management application. But there are quite literally hundreds more, from systems that manage other kinds of customer and in-house requests to systems that manage a wide variety of incidents and investigations. Such systems help to improve the customer experience, manage costs, and mitigate organizational risk—or all three. They all fall under the banner of dynamic case management.

The Forrester Research Report on Dynamic Case Management includes a chart that portrays the scope of the opportunities: