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Quality Service Requires Case Management Solutions

Gartner Research Shines Light on Case Management Frameworks

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By: Roger Hughlett

June 3, 2014 | Data and AnalyticsCase Management/BPM

We all know that “taking care of business” really means “taking care of the customer.” In order to do that, as we all also know, an enterprise needs dynamic technology that puts decision-making power firmly in the hands of front-line workers.

Every organizations has customers. Doctors and hospitals may call them patients. Government agencies may call them citizens or constituents. Associations call them members, and employers call them employees. The bottom line is there are people on the other end of what most organizations, agencies and enterprises do in full or in part. And these people are important, very important.

Case management frameworks provide enterprises with the foundations for systems that ensure the needs of everyone involved in a service-request process are met – from the customer and the front-line knowledge worker to those who are tasked with fulfilling the request and those who are in charge or monitoring the operations. By leveraging case management frameworks, enterprises are better able to develop quickly develop solutions to meet the ever-changing needs of customers.

Gartner Research examined the relationship between case management frameworks and service-request operations in a recently published report, Critical Capabilities for Case Management Frameworks.

In all, there are four use cases detailed in the report:

  • Service Request (workflow-heavy)
  • Investigative Cases (data-heavy)
  • Incident Management (collaboration-heavy)
  • Process to Decision (rules- or policies-heavy)

In its research, Gartner highlights and examines 11 critical capabilities as they apply to each of these use cases. (To read the complete report, download entellitrak INSIGHTS – Special Report, which includes the Gartner’s Critical Capabilities for Case Management Frameworks in its entirety plus a collection of expert analysis from members of the MicroPact team.)

The report evaluates BPMS-based case management frameworks providers – including MicroPact – based on a list of critical capabilities needed to support the four use cases that researchers observed across multiple industries.

(Read previous posts for my thoughts on Investigative Cases and Incident Management use cases.)

When it comes to keeping customers or constituents happy, most “cases” fall into the service request category. These are considered “workflow-heavy” cases because the cases – from health insurance and workers’ compensation claims to some HR-related requests – require multiple steps be performed by multiple people. Each step is vital in the process, and some steps can be as predictable as other steps are unpredictable.

While Gartner’s analysts didn’t go into specifics about entellitrak’s ability to handle service-request cases, the analysts behind this research give a great description of the types of business tasks that involve service requests.

“Service request cases involve the fulfillment of a request for servicing. Fulfillment is often a contractual obligation that specifies the service-level expectation. These cases progress in a fairly structured manner, where the appropriate actions and sequences are well-established. In case-style work, a large number of actions and sequences are possible, and the case worker must decide which of the various options are appropriate to the circumstances. These cases are workflow-heavy, meaning that the workflow is complex and critical to how outcomes are achieved.” 1

A key part of this description centers on empowering case workers to make decisions. The people who answer the call or email need to be able to efficiently initiate a case and shepherd it through the system to the appropriate conclusion. That idea of empowering the case worker has been the driving force behind the development of the entellitrak platform.

Unlike other more rigid BPM solutions that commence development by first applying process to less structured case-like operations, entellitrak development begins with a Data-First™ orientation. By putting the data at the forefront, entellitrak is better able to deliver case management solutions that are better able to move both unstructured and structured cases through a process and to an appropriate end.

You can learn more about how entellitrak solutions handle specific service-request cases and of other types here.


1. Gartner, Critical Capabilities for Case Management Frameworks, 2014 (G00250141 ) Published: February 12, 2014; Analysts: Janelle B. Hill, Kenneth Chin, and Rob Dunie.


Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About the Author

Roger Hughlett was a member of the Marketing Team with MicroPact from 2013 - 2015.