Case Type Design
Modelling the work as stages and steps with the real lifecycle represented, including pauses, reopening and cancellation.
Pega Case Management
Handle work that spans people, systems and time as a case rather than a queue.
Overview
Some work does not fit a linear workflow: it pauses for information, splits into parallel pieces, reopens, and involves several people over weeks. Nextherrion models that as cases in Pega — with the lifecycle, history and service levels held by the platform, so nothing depends on an individual remembering where something had got to.
Case type and lifecycle design, parallel and child case handling, SLA management, audit history and the interfaces the people working cases use.
Case Lifecycle Management
Progression, state and ownership managed by the platform, so a case's position is a fact rather than something to be reconstructed.
Parallel & Child Cases
Work that splits and rejoins, where several strands proceed independently and the parent cannot close until they resolve.
WHAT WE DO
Case Management Services We Offer
SLA & Goal Management
Timeliness targets per stage, with escalation that fires automatically rather than depending on someone watching an ageing report.
Case Audit & History
A complete record of what happened, when and by whom — which is the point for regulated and disputable work.
Work Routing & Assignment
Getting cases to the right person by skill, capacity and priority, rather than through a shared queue people pick from.
Case Worker Interfaces
Screens built around what the person handling the case needs to see and do next, rather than around the data model.
Case Reporting
Volume, ageing, throughput and bottleneck reporting, so the operation is managed on evidence rather than on impression.
OUTCOMES
What Case Management Changes
The value is in continuity. Work that spans weeks and people survives handovers, absences and pauses without depending on anyone's memory.
- Nothing lost at handover
- Case position always known
- Deadlines enforced automatically
- Complete history for audit
- Work assigned by skill and capacity
- Ageing visible before it is a problem
FAQ
Frequently Asked Questions
How is case management different from workflow?
Workflow suits linear, predictable sequences. Case management suits work that pauses, branches, reopens and spans people over time — where the path is not fixed in advance.
Can cases pause and resume?
Yes, and handling that well is much of the point. Waiting on information is a normal state rather than an exception to be worked around.
What about work that reopens?
Modelled explicitly, with history preserved, so a reopened case is continuous rather than a new one with a note attached.
Do we get an audit trail?
Yes, held by the platform. For regulated or disputable work, that record is usually the reason case management is chosen.
Can it handle work arriving from several channels?
Yes — email, portal, API or integration can all create cases, with intake normalized so handling is consistent regardless of origin.
Is Pega overkill for simple cases?
Often, yes. For straightforward request handling a lighter tool is usually the better answer, and we will say so.
TECHNOLOGY
Built on Industry Leading Technology
AI and Generative AI, agent frameworks, cloud platforms, data tooling and modern application stacks — chosen per problem rather than per preference.
HOW WE DELIVER
Case Management Delivery Process
- 01Work & Lifecycle Discovery
- 02Case Type Design
- 03Routing & SLA Design
- 04Configuration
- 05Integration
- 06Testing & Pilot
- 07Rollout & Optimization
Does work get lost between people?
Start with lifecycle discovery — what the work actually does between opening and closing.