Case management can manage operational or administrative processes that require the knowledge and discretion of qualified people to determine what work needs to be done next and by whom. Case Management is built to pull relevant information from a variety of systems, including an enterprise content management (ECM) system, and present it to a knowledge worker in one single control panel.

Case management solutions for document-intensive processes combine capabilities from three adjacent disciplines: enterprise content management, business process management, and customer relationship management. Deliver these capabilities through solution frameworks that integrate multiple, acquired products.