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1. CASE MANAGEMENT
Be�er understand case management, as well as available
technologies to enable effec�ve case work.

2. What is Case Management?
A specific type of work where processes are less
structured, interac�ons are more ad hoc, and
events are hard to �meline.
A type of work where lots of different data from
different sources must be collected, summarized
for decision-making, and acted upon — o�en in
the absence of prescribed process steps.

3. Signs You Might Need Case Management So�ware
1. You are drowning in paper
2. There is not consistent visibility across cases
3. You are using spreadsheets to manage case work
4. You have many silos
5. You deal with the swivel effect: look at this screen,
then swivel to look at that screen
6. You work in the field with just a clipboard
7. Naviga�ng through documents to find the right
one takes more than a few seconds
8. Collabora�ng on a case means email, IM, mee�ngs
or phone calls
9. You don’t have a produc�ve way to collect
collabora�on details and informa�on
10.You have mul�ple solutions to address all of your
case needs, each with its own log on

4. Understanding Four Types of Case Work
Process to Decision Service
Incident Management Investigations
Case management exists to make the results of complex decisions as
fair, fast, effective and optimal as possible.
It is applied across four types of work:

5. Process to Decision
• Regulatory compliance
• Routine patient care
• Pharmacovigilance
Creating a single view into all tasks, actions, data,
files, collaborations, and history allowing business
rules to provide the required structure, as well as
flexibility when needed.
What are some examples?What is it?
Case types that rely heavily on structured rules
and processes to coordinate case work.
What are the characteristics of this type
of case work?
Informed decisions depend on completing
a set of known rules and processes that follow
a predictable, reliable path.
How can case management software
make this type of work more effective?

6. Service Requests
Work that revolves around making a decision on
any particular type of service and takes into
consideration contractual obliga�ons and ensures
cases meet those obligations.
• Claims management
• Ongoing maintenance
• Customer service
• Rela�vely high degree of structure
• Limited understanding of context
• Evolving stakes
What is it? What are some examples?
What are the characteristics of this type
of case work?
How can case management software
make this type of work more effec�ve?
Providing instant access to complete and current
informa�on speeds decisioning. Mobilizing
processes equalizes office and field workers
to complete necessary tasks.

7. Incident Management
The process of identifying and resolving adverse
incidents that mi�gates organizational risk.
• Facility management
• Emergency response
• HR grievances
• Proactive; high-level process in place
• Requires flexibility
• Relies on cross-team or cross-organization
collaboration
What is it? What are some examples?
What are the characteristics of this type
of case work?
How can case management software
make this type of work more effective?
Automatic, repeatable process and business rules
drive a consistent approach to similar types of incidents.
Audit trails provide the history of all content,
process events and collabora�ons in the context
of the case.

8. Investigations
Investigations are o�en a reaction to a specific
event or circumstance and involve collec�ng and
processing evidence to come to an informed decision.
• Accident inves�ga�on
• Legal inves�ga�on
• New product development
• Reac�ve: Takes place over a large amount of �me
• Li�le structured process
• Context that must be built from
across many variables
What is it? What are some examples?
What are the characteristics of this type
of case work?
How can case management software
make this type of work more effective?
Convergence of all case informa�on, including data
and processes, to a single loca�on with fast, simple
access to the complete, contextual picture speeds
informed decisions.

9. How Dynamic Case Management
So�ware Enables Better Business
4 essential components of case management software that can make
the result of your case work more impactful:
1. Easy to use. Easy to change
2. Powerful capabili�es to manage any type of case work
3. Everything unified
4. Enables be�er business

10. What Does Case Management
Success Look Like?
CASE STUDY: SISAL
Sisal is the second largest gaming company in Italy
and the first Italian company to operate in the gaming
sector as a Government Licensee.
GOAL
• Eliminate paper
• Improve visibility
CHALLENGES
• Largely paper-based
• Many compliance requirements
• Massive partner base
RESULTS
• New, digital Supplier Agreement Applica�on rolled out in
10 weeks eliminated paper and improved partner rela�ons
• Records converged all individual partner case informa�on in a
single loca�on, elimina�ng �me spent searching for the most
current data.

11. What Does Case Management
Success Look Like?
CASE STUDY: EDP Renewables
EDP Renewables North America (EDPNA) is a developer, owner
and operator of 28 wind farms and the 3rd largest renewable energy
company in the United States.
GOAL
• Rapidly identify, share and prioritize information to optimize
turbine performance
CHALLENGES
• Vast geographic footprint
• Competitive pressure to optimize efficiency
• Difficulty balancing maintenance with innovation
RESULTS
• Iden�fied and addressed issues in the first nine months worth
more than $100 million
• Eliminated reliance on email tracking, improving informa�on
flow and accelera�ng performance

12. What Does Case Management
Success Look Like?
Case Study: Flowserve Corporation
Flowserve Corporation (NYSE:FLS) is the recognized world leader
in supplying pumps, valves and services to the power, oil, gas and
chemical industries.
GOAL
• Improve dispute management for aftermarket pump repair
business
CHALLENGES
• Business units that act as independent en��es
• Data sca�ered across hundreds of systems located world-wide
• Zero collabora�on or standardiza�on across business units
RESULTS
• Converged all informa�on from all systems across the
business
• 200% measured productivity gains across global workforce

13. Conclusion
Finding ways to optimize data management in the
context of loosely-coupled processes leading to
better results.
Utilizing a modern and flexible platform that
integrates data, process, mobility, social
collaboration and content management to
accelerate intelligent decisions.
Case management is:

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