Case Management

Issue Resolution | Case Management | BPM Platform | Comidor

Comidor BPM and Case Management

Comidor BPM Platform helps businesses respond uniquely to individual cases and manage customer or internal interactions across different channels.

  • All the information you need in one place allows you to get an out-of-the-box view of the situation, appreciate team intuition and ensure the on-time resolution of an issue and to-the-point interaction on each requirement
  • Comidor BPM platform unifies processes, people and content to produce meaningful results, irrespective of the number of people and the amount of work required to achieve successful case resolution
  • Comidor BPM platform is built in a Case Management (or, uses a built-in case management) framework, which aims to help you deploy and implement custom apps for your business – These apps help your workforce get the right content at the right time, check insights using advanced analytics and make split decisions on a case
  • Comidor Advanced Case Management (ACM) function drives structured and unstructured data, in the cloud or on premises, on mobile or in the office

Operations Excellence

Comidor BPM platform supports the new case management framework, providing tools to solution architects which help them deploy custom code or no-code, unique and agile applications that assist your workforce all the way through to case completion.

  • From the beginning to the end of a process, a mix of human interaction and ad-hoc or workflow tasks are required
  • More often than not, a case is difficult to plan; steps cannot be anticipated, and the process is less structured

Case Management Software | BPM Platform | Comidor

The 4 Common Use Cases

Investigate Cases

• A submitted claim that needs investigation
•  Completely Ad-hoc

Goal

Proceed on Successful Decision Making and Business Goal Achievement

Service Requests

• An incoming service request
• Slight Ad-hoc

Goal

Immediate Case Resolution

Incident Management

• A complaint
• Slight Ad-hoc

Goal

Immediate Case Resolution

Process-to-Decision

• Completely Structured
• BPM-like process

Goal

Successful Decision Making

Case Management Challenges

  • Difficult tracking and monitoring of data, as most cases are unstructured; Lack of customer data integration from different systems
  • Difficulties visualising a timeline of process events, key dates occurrence and collaborations
  • Too much time spent resolving ad hoc issues
  • Limited process automation
  • No mobile capabilities

Why you should consider Case Management Software?

  • One system holding information – instead of 3, 4…,8 systems
  • Paperless operating
  • Task paralysation while updating complex Excel documents
  • The need to reduce e-mails, calls and meetings

Adaptive Case Management Software

Comidor iBPMS can be adopted by any organization as it reinforces an Adaptive Case Management culture.

  • With structured processes which follow a forms-based and rule-driven workflow
  • Processes where the flow is altered based on rules that are tracked via data, current judgement and business policies
  • Processes which do not comprise a specified consequent number of steps, where case owners can add ad-hoc tasks dynamically
  • Processes where data, content, people, policies and responsibilities are integrated in order to achieve a specific result

More intelligent Case Management

Comidor endorses Dynamic Case Management, as it comes with advanced functionality and many intelligent, collaborative and social features.

Case Management

✓ Categorize and track each Customer communication channel


✓ Identify information using data management features (searching, tagging, filtering etc.) and metadata


✓ Agile deployment capabilities in case application creation, clearly defining the process owners and the accountable workforce


✓ Communicate a change using notifications, notes (comments) or check activity history


✓ Process Auditing, Analytics, Dashboards and built-in reporting which visualizes data and measures KPIs


✓  Mobile capabilities for capturing and fine-tuning case content (Workforce Mobility)


✓ Integration with 3rd party applications using APIs


Adaptive Case Management

✓ Case Management application design and modelling using conditional flow to run the sequence of activities


Automation characteristics using process templates, quick application creation, process repetition and bulk actions application to business processes (Process Automation)


Custom forms and fields – checklists, JSON tables, pre-defined lists and more (Business Intelligence and Reporting)


Ad-hoc or structured child case (subprocess) creation on support of ad-hoc tasks creation, subprocesses with structured workflows can also be performed inside a case


Intelligent Content Management which helps with data orchestration by classifying the linking of structured and unstructured content (Content Management)


✓ Management of all Case-related Documents in the same view (Information Tracking, Records Management)


✓ Continuously updated software with add-ons and enhancements based both on the market and your business needs

Case Management .vs Advanced Case Management

Case Management

Categorize and track each Customer communication channel


 Identify information using data management features (searching, tagging, filtering etc.) and metadata


Agile deployment capabilities in case application creation, defining clearly the process owners and the accountable workforce


Communicate a change using notifications, notes (comments) or check activity history


✓ Process Auditing, Analytics, Dashboards and built-in reporting which visualize data and measure KPIs


Mobile capabilities for capturing and fine-tuning case content (Workforce Mobility)


Integration with 3rd party applications using APIs


Advanced Case Management

✓ Case Management application design and modelling using conditional flow to run the sequence of activities


Automation characteristics using process templates, quick application creation, process repetition and bulk actions application to business processes (Process Automation)


✓ Custom forms and fields – checklists, JSON tables, pre-defined lists and more (Business Intelligence and Reporting)


Ad-hoc or structured child case (subprocess) creation on support of ad-hoc tasks creation, subprocesses with structured workflows can also be performed inside a case


Intelligent Content Management which helps on data orchestration by classifying linking of structured and unstructured content (Content Management)


✓ Management of all Case-related Documents in the same view (Information Tracking, Records Management)


✓ Continuously updated software with add-ons and enhancements based on market and your business needs

Comidor Case Management Apps

Comidor BPM platform offers a number of pre-built Business Apps of type Case such as:

  • Issue resolution & Ticketing
  • Human Resources-related (Job Posting process, Job Applications handling, Performance management, Survey results, internal Training)
  • Leads & Opportunity Management
  • Record Management

which supports business needs not only in a general-purpose process pattern, but also in a cross-industry business logic pattern.

Training | Case Management Software | BPM Platform | Comidor

The Features of Comidor

  • Process agility to support decisions
  • Process collaboration functions
  • Process storage (images, contents, files, e-mails)
  • Process data management and association with older cases
  • Process automation with workflow or templates
  • Different UI depending on roles
  • Real-time case analytics and reporting

Comidor Benefits

Get a 360° view of any case instantly;
benefit from real-time analytics, integrate information from 3rd party systems

Work smarter and more effectively;
eliminate content silos

Increase transparency and work productivity
by knowledge sharing

Mobile app
case simplified on any device

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