Growing interest in unstructured process styles and a shift toward “caselike” rather than transactional work has created rejuvenation in the breadth of case management solutions on the market. Case management’s ability to help businesses increase information worker productivity, provide transparency for case settlement decisions, improve compliance, and provide increased visibility and monitoring has also led to an upsurge of interest in non-traditional case management industries. Mortgage origination, university admissions, grants management and customer complaint processes all have high volumes of high-risk exceptions that are beginning to redefine their processes.

Many business process improvement practitioners face the challenge of having little experience with case management and often struggle to understand their businesses’ requirements. Gartner’s report, The Case for Case Management provides best practices to help better understand the concept and how to map and match your needs to the right technology.

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