Case Management & Knowledge-intensive processes

The management of complex interactions between an individual and an organization is often described as Case Management. Processing someone’s application for an immigration visa, or managing how a compliance case is managed in a bank are both examples of case management. These kind of knowledge intensive processes have the following characteristics

• Cases usually involve a lot of participants –staff working together on a case, possibly also involving external lawyers, banks, government departments and other third parties in addition to the person on whom the case is focused
• Participants are generally ‘knowledge workers’ with high levels of skill and the ability to exercise judgment and discretion
• Cases can last for weeks, months or years – they are long-lived
• Cases usually require the management of a lot of documentation, correspondence and notes – the digital equivalent of the ‘manila folder’ used in many offices
• There is a lot of variability in execution of cases – you cannot predict at design time what paths a process will follow at runtime

Singularity provides best-in-class support for these type of case-management / knowledge-intensive processes. We provide features that let you graphically model these complex processes at design time. At execution time, our process automation engine handles the dynamic, collaborative and ad-hoc nature of cases better than any other vendor. We integrate to the leading document management and CRM systems to let you manage records and documents using your existing infrastructure, while we manage the routing and scheduling of work and the monitoring of milestones and budgets.

To learn more about how Singularity supports knowledge-intensive processes, download our brochure or contact us for a demonstration.

Case Management Whitepaper