Process mapping

iCasework has been designed around a model of case management that matches the vast majority of business processes. That model uses a workflow trajectory based around the following model:

• Case entry
Cases may be captured through configurable eforms, deployable through self service, contact centers or mobile facilities. Cases may also be created directly from emails received or through our web service api.
• Intelligent routing
Cases may be assigned directly to the relevant team or case worker using location based information or complex formulas where required.
• Case acceptance
Once assigned, cases may be accepted, rejected or re-assigned as required.
• Stage management
Cases may be handled through one or more stages, each completed by an outcome. For example, approval processes often consist of a decision stage and an appeal stage.

iCasework provides a number of components or building blocks, designed explicitly to integrate together. Mapping a process in iCasework thus becomes a matter of configuring case stages and outcomes, then combining them with one or more building blocks. For example, a configured process exposes an event model that may be utilised to trigger a task or email automatically at a pre-defined point in the process.

Forms
Design accessible forms through our WYSIWYG form designer. Easily enhance forms to assign tasks, book resources, request payments, send alerts and much more.

Case parties
Configure case parties for easy association of individuals and organisations with cases.

Locations
Configure location lookups for easy association of properties, geographical assets or exact geographical positions with cases.

Payments
Enable fees to be set or calculated and enable online payment through a range of payment gateways.

Assignments
Intelligently assign casework to teams or individuals using assignment formulas or organisation structures.

Representations
Allow case parties and customers to comment on new cases and outcomes.

Tasks Generate and assign event driven tasks. Manage tasks in parallel with or independent from casework stages. Associate tasks with eforms and assign them to teams or individuals through formulas or picklists.

Correspondence
Generate event driven correspondence. Merge case attributes into standard templates for email or printable correspondence. Edit letters through MS Word.

Knowledge articles
Publish case digests and other articles to a searchable knowledgebase for use by staff, partners or the wider public. Merge case attributes into standard templates or define them as search fields. Associate knowledge articles with locations to provide a map based knowledge base.

Bookings
Enable online booking of resources through appointment or block-booking schedules. Maintain resource availability details through configurable templates.

Accounts
Configure periodically renewable accounts to support subscription type processes such as permits or rental agreements.

Service menus
Support departmental assignment of casework by associating forms with organisation structures through configurable service menus.