Customer Management

The idea behind a case management system (or adaptive case management system (ACM)) is to support processes that are neither tightly nor completely specified. Rather, Implicit process models are used, which capture a conventional flow from which a user can deviate—unless this is explicitly prohibited. A case management system is usually fully aware of the precise details of the data belonging to a case (including customer data, financial or medical data). Based on such awareness, the system can inform end users about the status and history of a case, as well as the most obvious steps to continue with.

Work is routed strictly based on explicitly defined process descriptions captured in process models. The management of operational data is typically handled by a complementary DBMS. In general, it is not allowed to deviate from a process logic if that has not been explicitly captured in the process model. Sometimes, the two types of administrative and transaction processing BPMSs are distinguished based on the degree of automation of the work that is coordinated. Administrative BPMSs are used in settings where a large portion of work is performed by people; transaction processing BPMSs support business processes that are almost fully automated.