In the case management market, a case is defined as a group of processes, tasks, actions, and other content that is associated with a specific business objective, such as increasing the operational efficiency and productivity, and managing clients and workflows. The case management market has been segmented by component, business function, deployment mode, organization size, vertical, and region. Among the business functions, incident management is an integral business function for organizations’ daily operations.
The case management market is expected to grow from USD 4.79 billion in 2017 to USD 7.62 billion by 2022, at a Compound Annual Growth Rate (CAGR) of 9.7% during the forecast period. The case management market has witnessed substantial growth over the past few years and has subsequently created a positive impact on the global economy. In the coming years, the industry is expected to witness greater demand for case management solutions and associated services, due to the increase in the intensity of solution deployments in the major economic regions, such as Asia Pacific (APAC) and Middle East and Africa (MEA).
To ensure improvements in the operational efficiency and excellence, enterprises are looking for process management solutions that will not only drive their business processes but also help them keep pace with the growing market regulations. Traditional processes were manual and incurred a lot of time and money; they were also more prone to errors, as manual labor was involved. With process automation, enterprises can automate their processes, resulting in higher efficiency.
This market is expected to show high growth in the APAC region, as it is already in the mature phase in this region, and further growth is expected in the next 5 years. The major factors driving the growth of the APAC case management market are the advent of digital technologies in the IT industry and the increasing demand for software automation and innovative applications.
Case management is a widely adopted technology. However, the resentment of technical teams and middle management in organizations, and the resistance exhibited by organizations in shifting from legacy systems to new technologies may act as restraints to the growth of the case management market.
On the basis of business functions, the case management market is segmented into service request, fraud detection and anti-money laundering, incident management, investigation management, and legal workflow management. The incident management business function is expected to grow at the highest CAGR during the forecast period. The service request business function is expected to dominate the market with the largest market share during the forecast period. The case management solution helps customers make service requests easily while enabling the service respondents to streamline the fulfillment of these requests. To ensure better service request fulfillment, employees must provide speedy resolution while maintaining better customer relationships. The service request business function is expected to contribute the largest share in the case management market during the forecast period.
By service, the case management market has been segmented into professional services and managed services. With the increasing adoption of case management solutions by enterprises, the market for the associated services is also expected to witness high growth rate during the forecast period. The managed services segment is expected to grow at a higher CAGR during the forecast period. One of the major reasons for the growth of the services segment is the expansive use of case management services by enterprises to maximize the efficiency of the deployed infrastructure.
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North America is expected to contribute the largest share in the case management market. The case management market in APAC and Europe is likely to witness substantial growth, as Small and Medium-sized Enterprises (SMEs) and large enterprises in these regions are rapidly adopting case management solutions and services. North America is estimated to be the top region in terms of market size. This region has a high number of early technology adopters. The market in APAC is expected to grow at the highest CAGR during the forecast period. The main reason for this high growth in the APAC region is the widespread adoption of case management solutions in both SMEs and large enterprises to simplify business processes.
The major vendors that offer case management solutions and services across the globe are Pegasystems (US), Appian (US), IBM (US), Newgen Software (India), DST Systems (US), Dell Technologies (US), AINS (US), Pulpstream (US), and Kofax (US). These vendors have adopted various types of organic and inorganic growth strategies, such as new product launches, partnerships and collaborations, and acquisitions, to expand their offerings in the market.
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