What is Adaptive Case Management (ACM)?

In order to work more efficiently with colleagues, customers, suppliers and other partners employees must have access to the right information at the right time. They have to follow processes and procedures in order to finish cases step by step within a set time frame. But what if this cooperation cannot be covered by just one straight-forward process?

In a complex administrative environment it is often impossible to define a completely predictable process. Every case follows its own path, formed by a combination of structured processes and non-routine actions. All this controlled by human intervention.

Adaptive Case Management offers a flexible and adjustable solution which evolves together with all the changes that occur in a process and its broader context: changes in procedures and work environment, in the relation with partners, in legislation, etc. This is how Adaptive Case Management allows to treat cases efficiently, also when the course of the process cannot be exactly defined in advance.

Case focus

A case is the collection of all information concerning a certain concept, combined with the tasks that can be performed using this information at any moment. Cases often consist of subcases and can have a relation to (or are influenced by) other cases.
A big difference in case management is the conceptual focus on the case object rather than purely document of contact focus.

Goal oriented

Case Management is goal-based working. Reaching intermediate milestones and SLA deadlines.


Case management is collaboration between different colleagues, customers, suppliers and other partners. In essence, different stakeholder views on the same case information is what is necessary.


A case management solution has to be adaptive by nature. The key in modern technology is to be able to respond to changes in the organisations way of work, new legislation or the economic laws of a changing business environment.

Knowledge work

Case Management is about supporting case workers to perform their tasks more efficiently. Due to the changing information context, process automation in a knowledge intensive environment is impossible. Hence it is the task of a case solution to present all relevant actions at the right time to support the knowledge worker in making the right decisions to close the case.

Centralisation of information

Despite of different physical locations of people and information, the aim of case management is to centralise all relevant information - structured and unstructured - in one 'virtual' digital case folder.

Every case follows its own path

Altough milestones and the goal of a case are defined, the path to the solution can be largely unpredictable. There have to be multiple options to choose from, return and perform repetitively.

Monitoring & planning

One of the key characteristics of case management is runtime planning. In theory every task can be optional until executed or planned at runtime.
Monitoring on the progress and state of cases is done with the right tooling.


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