Best Case Management Software 2025

What is Case Management Software?

Case Management Software approaches the task of dealing with work to be done to achieve a customer-centric outcome, which is generally not repeatable.

Case management can be thought of as BPM exception handling. Cases are responses to customer problems, claims, or requests that require intervention by skilled knowledge workers, and cannot be handled by straight-through automated processing.

BPM optimizes processes in abstraction from actual specific cases. Case management, rather, focuses on the unstructured, specific and non-repeatable cases that require human decision-making. Many BPM products include capabilities to support case management as well.

Case management software is most traditionally found in certain verticals, such as medical case management, financial case management, or social work management. However, many case management tools have become industry-agnostic methods of supporting knowledge workers in non-automatable events.

Common uses across industries include customer issue resolution, incident management, or compliance management. Case management software is broadly applicable because it allows users to track client/customer data, centralize process knowledge, and provide historical documentation of case management processes, actions, stakeholders, etc. This improved visibility into individual case management allows organizations to better respond to similar cases in the future.

Case Management Software Comparison

1. Vertical focus: Buyers should see if there are case management tools tailored to their specific industry. For instance, some case management tools are nonprofit-specific, while others are tailored to a customer support role. If there is not a tailored product, then a more industry-agnostic tool may offer more configurability to the business’s specific needs.
2. Case management vs. BPM focus: Consider whether the organization needs case management as the exception or the standard activity being conducted. If the business just needs case management capabilities to handle when automated processes aren’t sufficient, then a BPM product that facilitates case management may be more efficient. However, if the main “event” the business handles is unique and not automatable, then a standalone case management tool may offer more in-depth capabilities and a better user experience.
3. SMB vs. enterprise scale: Some case management tools are focused on facilitating case management for SMBs. They tend to be smaller scale with more streamlined capabilities and a lower price tag. Others are enterprised-focused, with a higher customization ceiling, more robust data management capabilities, and often require more technical skills for deployment and management.

Case Management Software Pricing Information

Case management software pricing often starts at $25-50/user/month for basic or small-scale users. Some have free trials or versions with limited capabilities for single users. BPM systems with case management capabilities tend to be more expensive. Case management tools will scale up in pricing tiers based on the number of workflows and integrations allowed, in addition to other product-specific pricing factors.