What is meant by Process management?
Case management refers to a system for structured recording, processing, and tracking of business transactions or tasks within an organization. It serves to organize, document, and monitor work processes.
Typical software functions in the area of "case management":
- Case creation: Creating and categorizing new cases
- Status management: Tracking the processing status of a case
- Task assignment: Assigning cases to responsible employees
- Document management: Linking relevant documents to cases
- Workflow control: Defining and automating work processes
- Deadline monitoring: Setting and monitoring deadlines and appointments
- Reporting: Generating evaluations and statistics
- Notifications: Automatic notifications for status changes or deadlines
Examples of "case management":
- Processing customer inquiries in customer service
- Managing approval procedures in public authorities
- Handling insurance claims in insurance companies
- Project management in companies
- Managing IT support tickets
- Processing personnel matters in the HR department