Case Management

Issue Resolution | Case Management | BPM Platform | Comidor

Comidor BPM and Case Management

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

  • All information in one place allows you to get an out-of-the-box view of the situation, believe in team’ intuition and ensure the on-time resolution of an issue and to-the-point interaction upon each requirement
  • Comidor BPM platform unifies processes, people and content to produce meaningful results, no matter the number of people and the number of work needs to be done up to case successful 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 in the right time, check insights using advanced analytics and make split decisions upon a case
  • Comidor Advanced Case Management (ACM) function drives structured and unstructured data, on 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 help workforce up to a case completion.

  • From Process start till it completion, a mix of human interaction and ad-hoc or workflow tasks are required
  • Most of the times a case is difficult to plan; steps can not be prescribed, and process is more unstructured

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 of them are unstructured; No customer data integration from different systems
  • Hard to visualize a timeline of process events, key dates occurrence and collaborations
  • Too much time spent resolving ad hoc events
  • Limited process automation
  • No mobile capabilities

Why to consider a Case Management Software?

  • You need one system holding information instead of 3,4,…,8 systems
  • You need to get rid of paper work
  • You are paralyzed while updating complex Excel documents
  • Need to reduce emails, 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 some rules that are tracked via data, current judgement and business policies
  • Processes which do not comprise specified consequent number of steps, but case owners should be able to add their ad-hoc tasks dynamically
  • Processes where data, content, people, policies and responsibilities are integrated in order to achieve a specific result

The Case Management, more Intelligent

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

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

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

Case Management

✓ Categorizes 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


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 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

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 Trainings)
  • Leads & Opportunity Management
  • Record Management

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

Training | Case Management Software | BPM Platform | Comidor

The Features of Comidor

Comidor Benefits

Get a 360° view of any case instantly;
benefit from Real-time Analytics, integrate information even 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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