What is Case
Management ?
A definition from
PEGA https://community.pega.com/knowledgebase/articles/case-management-overview
A case, which
represents a business process, is made up of many stages, processes, tasks,
policies, and supporting content. The case as a whole continues to change
throughout its life cycle due to internal and external events. Depending on the
context of the case, individual tasks, processes, or stages can be resolved by
different customer service representatives (CSRs). This flexibility helps you
achieve your goals in the most effective way.;
Objective/Purpose of case management :
Accountability
Productivity
efficiency
Consistency
Tracking
Visibility
Overall
improved quality of business management
Request
Channel (omni) - A channel is a messaging service or voice service
- Email ( offline unformatted text conversation)
- Phone(manual online Oral -conversation)
- IVR (Automated Oral -conversation)
- Chat ( online unformatted text conversation)
- Web (self-service) - Direct case creation access to end user
- Mashup -
- Mobile - Direct case creation access to end user
- Integration from other application: (structured text conversation - both offline and online)
XML.JSON,SWIFT,CAMT,Telex
etc ICD's
Case Creation (
Design case) - What is required for case creation/initiate a case?
- Who is the requestor?
- Contacts -Parties
- What is your member ship?
- Insurance account?
- Bank Account?
- What is the transaction?
- Purpose of the conversation -call/Inquiry ?
- Which product?
- What is the issue?
- Do we need to keep the case open or resolve the case?
- Do we need to send any acknowledgment of case creation?
While case creation:
- Validate all mandatory fields
- Is there any previous inquiry from same requestor on same topic? Duplicate check?
- Pull the required additional information automatically
- Contact
- Account
- Insurance
- Transaction
Once the case is
created?
- What is the case number/tracking number?
- What is the urgency?
- What tasks(assignment) we need to create?
- Whom should we assign the task(assignment)? routing
- What is the time limit to complete the task? SLA
Keep
a time limit for each task
- Do we need any approval to complete the task? Maker and checker
Integrations:
- How can we complete the task?
- What are the dependencies?
- Do you need additional information?
Evidences?
- How to manger additional information received or gathered in the process? Attachments?
- How to link additional information with case ? Linking
Event Tracking?
- How do we track all actions/events performed in the process?
- What is automatic Process?
- What is manual process and who did what? History/Audit