Case Management Software

Case Management Software Overview

Case Management Software approaches the task of dealing with work to be done to achieve a customer-centric outcome, which is generally not repeatable.

Case management can be thought of as BPM exception handling. Cases are responses to customer problems, claims, or requests that require intervention by skilled knowledge workers, and cannot be handled by straight-through automated processing.

BPM optimizes processes in abstraction from actual specific cases. Case management, rather, focuses on the unstructured, specific and non-repeatable cases that require human decision-making. Many BPM products include capabilities to support case management as well.

Case management software is most traditionally found in certain verticals, such as medical case management, financial case management, or social work management. However, many case management tools have become industry-agnostic methods of supporting knowledge workers in non-automatable events.

Common uses across industries include customer issue resolution, incident management, or compliance management. Case management software is broadly applicable because it allows users to track client/customer data, centralize process knowledge, and provide historical documentation of case management processes, actions, stakeholders, etc. This improved visibility into individual case management allows organizations to better respond to similar cases in the future.


Top Rated Case Management Products

TrustRadius Top Rated for 2022

These products won a Top Rated award for having excellent customer satisfaction ratings. The list is based purely on reviews; there is no paid placement, and analyst opinions do not influence the rankings. Read more about the Top Rated criteria.

Case Management Products

(1-25 of 64) Sorted by Most Reviews

The list of products below is based purely on reviews (sorted from most to least). There is no paid placement and analyst opinions do not influence their rankings. Here is our Promise to Buyers to ensure information on our site is reliable, useful, and worthy of your trust.

Appian
Customer Verified
Top Rated

Appian is a low-code development and business process management platform. It features drag-and-drop design for app building, automated work processes, unified data management, and cloud-based deployment.

Key Features

  • Reusability (73)
    88%
    8.8
  • Platform Scalability (71)
    86%
    8.6
  • Visual Modeling (71)
    84%
    8.4
Apricot by Social Solutions

Apricot by Social Solutions is a cloud-based solution for nonprofits of all sizes. It's designed to bring data to the forefront in order to bolster a nonprofit organization’s impact. The vendor says organizations that use Apricot save time and resources because the tool makes managing…

Pega Platform

Pega Platform is a combined business process management and robotic process automation (RPA) platform with advanced workforce analytics from Pegasystems.

Key Features

  • Business rules engine (63)
    90%
    9.0
  • Dashboards (61)
    89%
    8.9
  • Process designer (63)
    85%
    8.5
ETO by Social Solutions

ETO by Social Solutions is a comprehensive outcome and case management tool for large nonprofits, government agencies, and community collaboratives. The platform was built to handle multiple partners, high volumes of programs, advanced security protocols, and multifaceted reporting…

Penelope by Social Solutions

Penelope is a cloud-based case management software solution designed to help human service organizations improve efficiency and client outcomes. The vendor presents it as a client-centric solution that's configurable, flexible, and secure while offering scheduling, forms, and workflow…

OnBase by Hyland

OnBase by Hyland is an enterprise content management platform with business process and case management capabilities. It is modular by design and allows users to tailor the solution to their specific requirements.

Key Features

  • Document management (31)
    94%
    9.4
  • Content capture & imaging (30)
    93%
    9.3
  • Content search & retrieval (32)
    92%
    9.2
Nuxeo
Customer Verified
Top Rated

The Nuxeo Platform is a cloud-native Content Services Platform designed to make it easy for large enterprise organizations to build smart content-centric applications that enhance customer experiences, improve decision making, and accelerate products to market.The vendor states its…

Key Features

  • Automated workflows (24)
    83%
    8.3
  • File sync, storage & archiving (24)
    82%
    8.2
  • Content search & retrieval (23)
    81%
    8.1
Kissflow

KiSSFLOW is a cloud-based business process management and workflow management software designed to enable users to create an unlimited number of automated business applications with a through a simple user interface.

Key Features

  • Standard reports (16)
    83%
    8.3
  • Custom reports (16)
    81%
    8.1
  • Dashboards (18)
    64%
    6.4
TIBCO® BPM Enterprise

TIBCO ActiveMatrix BPM is a business process management platform with capabilities for process automation, process documentation, human capital management, process patterns, and predictive operations analytics.

Key Features

  • Process designer (15)
    91%
    9.1
  • SOA support (15)
    90%
    9.0
  • Form builder (15)
    84%
    8.4
OpenText Documentum

OpenText acquired Documentum from Dell EMC in 2017, and now supports the enterprise content management (ECM) system. The vendor says users can build content-centric applications and solutions from collaborating on business documents to delivering case-based applications to managing…

Key Features

  • Content capture & imaging (7)
    100%
    10.0
  • Document management (7)
    90%
    9.0
  • File sync, storage & archiving (7)
    90%
    9.0
IBM Business Automation Workflow

IBM Business Automation Workflow is a solution that helps users automate digital workflows to increase productivity, efficiency and insights — on premises or on cloud.

UKG HR Service Delivery

UKG HR Service Delivery (formerly PeopleDoc) is a solution that aims to upgrade the employee experience, improve HR agility and ease compliance management with a HR Service Delivery software platform.

ServiceNow HR Service Delivery

ServiceNow HR Service Delivery contains a full HRSD suite of applications, supporting HR case management, HR document retention, enterprise onboarding and transition support, and also employee self-service with intelligence agent.

Pega Customer Service

Pega Customer Service is a solution for solving interactions with customers, including collections, claims management, and other case management. It is available in 3 editions: the Digital Customer Engagement Edition, the Enterprise Edition, and the Case Management Edition.

Infor Human Resources

Infor Human Resources cloud-based human capital management software solutions replaces complex processes, workflows, and systems with sophisticated, yet intuitive technology, allowing HR professionals to deliver streamlined workforce processes. The suite evolves from Infor's acquisition…

LiveImpact

LiveImpact is a technology platform that was specifically designed and built to support social impact organizations, nonprofits, foundations, and CSR groups, with all their technology needs. It offers Program Management, Fundraising and Volunteer Management all under a single platform.…

OpenText AppWorks

The OpenText AppWorks Platform (formerly known as the OpenText Process Suite) supports business process management, case management, master data management, and business rules management capabilities with the ability to quickly build and rapidly deploy business applications to the…

Comidor

Comidor provides the following capabilities: Task Management, Contact and Account Management, Embedded Email Client, Document Management, Social Media Unit, Workflows, CRM, Project Management, Finance, and Event, Issues and Topics Management

CyberCPR

CyberCPR is an incident response and case management platform from Logically Secure, operating in both a Software as a Service (Pro-SaaS) and on-site (Enterprise) capacity. The CyberCPR platform enables users to securely respond to, manage and resolve incidents collaboratively and…

NeoCase

NeoCase, headquartered in France, offers HR case management, employee self-service system, and employee knowledgebase to enterprises.

IBM Case Manager

IBM Case Manager is a case management product that allows customers to resolve complex cases by providing persistent access to information, workflow, tasks, and analytics.

PowerSchool Unified Classroom Special Programs

PowerSchool Unified Classroom Special Programs (Special Education) covers all areas of education including 504 processes, services capture for Medicaid billing, special education case management, gifted and talented, English language learners, and Response to Intervention (RTI). It…

ConSol CM/Case Management

ConSol CM - Simply digitize processes The web-based process management platform ConSol CM enables companies to digitize, optimize and automate their internal and external processes. With a central workflow engine and process designer - all processes, including the required data…

Symplr Compliance, Quality, and Safety

The Midas Platform, from Conduent, aims to ignite efficiency in daily healthcare operations. It helps users synthesize data from multiple sources, track and trend performance over time, simplify collaboration and reporting and deepen data insights. It’s a solid foundation for better…

Conduent Maven

Maven Electronic Disease Surveillance and Outbreak Management System optimizes reporting and management of over 90 reportable conditions. In addition to reporting, Maven enables follow-up care, management of cases and contacts, and supports flexible workflow schemes. The vendor states…

Learn More About Case Management Software

What is Case Management Software?

Case Management Software approaches the task of dealing with work to be done to achieve a customer-centric outcome, which is generally not repeatable.

Case management can be thought of as BPM exception handling. Cases are responses to customer problems, claims, or requests that require intervention by skilled knowledge workers, and cannot be handled by straight-through automated processing.

BPM optimizes processes in abstraction from actual specific cases. Case management, rather, focuses on the unstructured, specific and non-repeatable cases that require human decision-making. Many BPM products include capabilities to support case management as well.

Case management software is most traditionally found in certain verticals, such as medical case management, financial case management, or social work management. However, many case management tools have become industry-agnostic methods of supporting knowledge workers in non-automatable events.

Common uses across industries include customer issue resolution, incident management, or compliance management. Case management software is broadly applicable because it allows users to track client/customer data, centralize process knowledge, and provide historical documentation of case management processes, actions, stakeholders, etc. This improved visibility into individual case management allows organizations to better respond to similar cases in the future.


Case Management Software Comparison

  1. Vertical focus: Buyers should see if there are case management tools tailored to their specific industry. For instance, some case management tools are nonprofit-specific, while others are tailored to a customer support role. If there is not a tailored product, then a more industry-agnostic tool may offer more configurability to the business’s specific needs.

  2. Case management vs. BPM focus: Consider whether the organization needs case management as the exception or the standard activity being conducted. If the business just needs case management capabilities to handle when automated processes aren’t sufficient, then a BPM product that facilitates case management may be more efficient. However, if the main “event” the business handles is unique and not automatable, then a standalone case management tool may offer more in-depth capabilities and a better user experience.

  3. SMB vs. enterprise scale: Some case management tools are focused on facilitating case management for SMBs. They tend to be smaller scale with more streamlined capabilities and a lower price tag. Others are enterprised-focused, with a higher customization ceiling, more robust data management capabilities, and often require more technical skills for deployment and management.



Case Management Software Pricing Information


Case management software pricing often starts at $25-50/user/month for basic or small-scale users. Some have free trials or versions with limited capabilities for single users. BPM systems with case management capabilities tend to be more expensive. Case management tools will scale up in pricing tiers based on the number of workflows and integrations allowed, in addition to other product-specific pricing factors.

Related Categories

Frequently Asked Questions

Who uses case management software?

Case management is used by knowledge workers across industries, such as customer success teams or investigators, as well as industry-specific roles like social workers or healthcare professionals.

What are the benefits of case management software?

Case management software saves knowledge workers time accessing and centralizing data and processes to manage unique or ad hoc events and reduces human error in case management.

What’s the difference between business process management and case management?

Business process management focuses on optimizing routine business processes, rules, and workflows. In contrast, case management facilitates the non-routine event, or “case”, management where standard rules and processes are not applicable or insufficient.

How much does case management software cost?

Case management software starts at $25-50/user/month, but can scale up to hundreds of dollars a month depending on the range of features and volume of data.