Case Management

With a low‑code platform, you can build a flexible and transparent Case Management system for handling inquiries, complaints, legal matters, and internal cases. The solution covers the entire lifecycle from registration to closure providing control, analytics, and workflow automation.

Case management process modeling

A visual editor lets you describe the handling flow:
Registration → Classification → Assignment → Review and processing → Resolution → Case closure and reporting.

The process logic is easily adapted for different types of cases (customer complaints, litigation, internal investigations).

Intake and registration

  • Support for multi‑channel intake (online forms, email, call center, partner APIs).
  • Automatic validation and data checks.
  • Assigning a unique identifier to each case.
All submissions are recorded in a single registry.

Classification and routing

  • Determining the case category (financial, legal, HR, etc.).
  • Configurable business rules for routing.
  • Automatic distribution to responsible departments.
This reduces staff workload and speeds up processing.

Processing and execution control

  • SLA and KPI support at every stage.
  • Escalation to managers when deadlines are breached.
  • Visual workflows for full transparency of actions.
Management always sees the status and stage of resolution.

Collaboration and communications

  • Integration with CRM and internal portals.
  • Notifications to customers about the status of their case.
  • Built‑in chat or integration with email/SMS.
Customers receive transparent information, and employees get fewer routine requests.

Integration with external and internal systems

  • Data exchange with ERP, HRM, and legal systems.
  • Connectivity with government and regulatory systems.
  • APIs for external partners.
This ensures end‑to‑end case handling.

Reporting and analytics

Built‑in dashboards allow you to track:

  • The number of open and closed cases.
  • Average handling time.
  • SLA breaches.
  • Case typology and bottlenecks.
Analytics helps improve service quality and reduce risks.

KPIs and implementation benefits

Companies implementing Case Management on NextGen achieve:

Case Handling Time
50-70% Faster
Reduction in case handling time
Satisfaction
20-30%
Increase in customer and employee satisfaction
Lost/Unprocessed Cases
Up to 90%
Reduction in lost or unprocessed cases
Administration Costs
Up to 35%
Reduction in administration costs
Process Adaptation Speed
Up to x3 Faster
Flexibility and speed of adapting processes