Adaptive Case Manager (ACM)

Every organization follows business processes to ensure that work gets completed efficiently and effectively, respecting standards and policies. These range from simple to complex processes that may be automated. Processes may be structured or ad-hoc.

IMTF’s Adaptive Case Manager ACM delivers agile solutions that are quickly configured and deployed to support both structured and ad-hoc (or dynamic) business processes, changing the way knowledge workers get work done.

Our Adaptive Case Manager is a Digital Business Platform that not only supports the automation of processes but enables the efficient completion of an entire case and empowers work, requiring flexibility and human judgment. It combines task-based workflow, integrated document and content management, business rules, collaboration and decision management for both humans and applications.

Specific “out-of-the-box” templates are available for banks and insurances for selected applications (self-service and guided client Onboarding & Lifecycle Management, policy generation, credit origination & processing, KYC/EDD Automation, AML Alert Investigation, claims processing, etc.).


Key Benefits: 

  • Automated Workflow & Case Management
  • Collaborative workspace in context
  • Transparent activity flows
  • Real-time monitoring
  • Drag & Drop Configuration
  • Full audit trail
  • Integrated with HYPERSUITE/5 & ICOS/2


The Case Manager digitizes and automates activities related to any cross-functional process. It improves the efficiency of how people work together, independently of systems, internal organizational units or external parties involved.


ACM brings together all stakeholders, information, and documents required to accurately complete tasks throughout the entire lifecycle of a case. Tasks are typically requests (for data and documents) or approvals/validations. Tasks may be settled sequentially or in parallel.

Configurable & Flexible

Visual user interface to design & display the workflow and assign tasks to stakeholders (drag & drop). Easy automation of tasks with Case Rules.


The tasks are displayed in context, providing a holistic picture of all available data, to intuitively guide the stakeholders carry out their activities in the most efficient and accurate way. All tasks are tracked and can be re-assigned (delegated to roles or persons), escalated and, when necessary, new tasks may be added on an ad-hoc basis.

Multiple Services

IMTF’s Adaptive Case Manager is an Enterprise Case Manager including all services (Content, BPM, Collaboration, Rules, API, full audit trail) and the whole process lifecycle (design, develop, execute).

Real-time Monitoring

As tasks and processes have support properties such as ownership, assignment, due dates, etc., the ACM allows to measure and monitor in real time the response and resolution times for all stakeholders part of the process. Monitoring service levels ensure that a predictable service is offered and bottlenecks highlighted.


The Activity Flow Stage shows all stakeholders involved in the case and the respective status of their tasks anytime. Multiple team members and stakeholders from other departments can work on the same case, share documents and get feedback in real-time. ACM reporting produces management oversights and operational reports proactively.