Digitizing industry process with OutSystems Case Management Framework

Digital Transformation with OutSystems copy

In the competitive ecosystem, organizations are under continuous pressure to improve efficiency as their business evolves. Yet, many enterprises still follow a pen-and-paper approach that is longer and is a sustainable solution in terms of operating costs, efficiency, and team productivity. For enterprises that wish to step into the world of digitization, OutSystems Case Management framework can help build applications that allow them to achieve digital innovation at high agility.

What is the OutSystems Case Management framework?

OutSystems CMF is a robust solution to transform complex business information and easily manage cases like claims, regulatory compliance, incident management, etc. It facilitates efficient case-related work using technologies that automate and streamline aspects of a case. It allows companies to compete better in an economic environment in response to technological evolutions.

Case Management Framework: An extension of BPT

Business Process Technology (BPT) and Case Management Framework (CMF) come under the Digital Process Automation umbrella. BPT and CMF are two different conceptual models used to structure case workflows. Both help accomplish business goals through extended capabilities provided to accelerate the development process. But in the rapidly changing nature of modern businesses, Case Management Framework meets the unique needs of organizations.

With OutSystems best practice Case Management Frameworks, organizations can keep track of all processes, tasks, SLA, ad-hoc activities, and decisions while building low code applications faster at greater flexibility.

However, for developing case management apps, it is important to choose the appropriate OutSystems tool. For simple applications, developers use Workflow Builder and for medium and complex applications, CMF (Case Management Framework) is the right tool.

Case Management Framework: An extension of BPT

Practical categories of case management framework

Case Management tends to differ, but they unite in their ability to centralize complex work. Case management consists of three use cases: investigative, service request, and incident management. Below is the categorization of these use cases :

InvestigativeService RequestIncident Management
Task delegationMultiple roles and handoffsMaintain and demonstrate a chain of information custody.
Case folder synchronizationContinuity of the case 

Case Management Framework architecture

Primarily, the CMF architecture consists of three APIs:

  • Case Services API: It helps to interact with the cases for modification of activity like pick up, release, block, unblock, or close. Also, it helps to maintain the case lifecycle from initiation till case completion. This API also facilitates the execution of the RULES inside an activity.
  • Case Configurations API: This API is used to configure case-related entities in applications like Case Definition, Case Statuses, StateMachine, and Rules. This API configuration is also responsible for handling the CRUD (Create, Retrieve, Update, and Delete) operations of cases.
  • Case Process Configurations API: It involves activities pertaining to business processes configurations associated with the case and their SLA (Service Level Agreement).
cmf archi

Pre-built capabilities of Case Management Framework

The pre-built capabilities of OutSystems CMF is what empowers digital transformation in organizations. These include:

#1: Process auditing: Keeping records digitally is a must for every business to ensure process transparency and vigilant monitoring for every action taken when resolving cases. OutSystems CMF allows for smooth operational activities and delivers digital presence ten times faster than traditional methods.

#2: Collaboration: Unstructured processes are often unclear on the assistance required from people and teams, resulting in decreased productivity and longer case resolution times. CMF breakdowns such silos and aligns architecture and business processes by delegating, blocking, escalating, or rescheduling tasks.

#3: Access Control: With data turning into a valuable goldmine for organizations, data security should be made a priority. With OutSystems, developers can improvise upon the data security procedures to create powerful applications for the future. The platform consists of in-built access controls in CMF to ensure data protection and boost security. The Case Management Framework assists with access policies, controls, and audits while maintaining flexibility for data owners and consumers.

#4: Delegation: To offer a superior customer experience throughout, enterprises must delegate tasks to different people for faster case resolution and process efficiency improvement. An effective CMF strategy promises seamless collaboration, thus, saving time for business processes. Through CMF, developers gain a single view of cases, which accelerates case resolution without delays.

#5: Notifications: Today’s consumers want transparent access to the project progress. Timely alerts and updates play a significant role in scripting an intuitive experience for your users. OutSystems have in-built CMF templates to keep users active by sending email notifications.

#6: SLA Management: OutSystems CMF empowers enterprises to enforce case-driven service-level agreements (SLA) using the time and calendar functionality. Moreover, organizations can calculate working days, hours, and holidays for a particular calendar month, streamlining case resolutions and workforce management.

Empowering digital transformation strategy with CMF

CMF not only assists with digital transformation, but also eliminates process inefficiencies, delivers superior customer experience and ensures that all compliances are being met. OutSystems Case Management Framework along with its attributes of process automation, quick application development and intelligent content management helps in achieving digital innovation.

Facilitate Change Management: To stay competitive and relevant in the market, it is imperative for organizations to maintain pace with technological changes, evolving market trends, and dynamic consumer demands. While most organizations are focussing towards modernizing their legacy paperwork approaches to digital processes, innovation-driven enterprises prioritize customer experiences above all. OutSystems CMF bridges the gap between application and data sources so that information can flow more freely and seamlessly across platforms and systems.

Improve Customer Experience: Today’s digital ecosystem is driven by impeccable customer and employee experiences. CMF allows enterprises to optimize outcomes and user experiences regardless of the changing cases. It enables businesses to offer customized services on a massive scale in a cost-efficient manner.

Enhanced Agility: In times of dynamically changing operations, teams, and processes; case management appears to be well-suited for agility and resilience. As the entire application can be built in a timely manner, the saved operating costs can be allocated to innovations.

Revolutionizing with OutSystems dynamic CMF

Every industry needs to track and monitor activities to ensure consistent growth and development. Through Case Management Framework, organizations enjoy seamless workflows across departments. Its adaptable and agile capabilities are the best approach to gain a competitive advantage. But more importantly, OutSystems CMF allows you to approach digital transformation with a strategic eye, one that ensures innovation at high flexibility and low operating costs and time-to-market.

Deepak Kumar Yogi

Software Engineer

A certified traditional web and reactive developer, Deepak’s expertise lies in transforming manual processes into fully automated ones and providing solutions using CMF to streamline the business processes. He is enthusiastic in taking more challenging roles and keeping the learning curve consistent. Connect with him on LinkedIn.

Manish Gupta

OutSystems Solution Analyst

An OutSystems Champion, Manish is a 7x OutSystems certified Solution Architect. His expertise lies in handling the complete lifecycle of full stack software development with skills to architect high-impact solutions, envision and design great new products, solve complex problems and manage cross-functional collaborations. In his free time, he likes to organize DevCamps, write about low-code, make tech videos, and solve challenges in community forums. Connect with him on LinkedIn.



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