Dynamic Case Management
When no two cases are the same, a fixed workflow gets in the way
For work where the goal is clear but the path to it never repeats. We build case management systems that handle complex, non-linear work. The case stays at the centre, the system adapts around it, and your people keep the decisions. Built with SmartCode, our AI-accelerated method, and defended in Europe.
We build case management that -
- adapts to the situation instead of forcing it into a fixed template.
- keeps your team focused on resolving cases, not managing the process.
- handles exceptions as first-class citizens, not workarounds.
- gives every case the right path based on what's actually happening.
- scales with complexity instead of breaking under it.
Standard workflow tools break the moment a case is different
Some of your work follows a fixed, repeatable path. A lot of it does not. A permit, a claim, a complaint, an inspection, a patient file: the goal is set, but every case takes its own route, and standard software forces it into a process it was never meant to fit. So the work moves out of the system and into mailboxes, shared drives and loose notes. Quality depends on who happens to handle the case. And nobody can say, afterwards, exactly why a decision was made.
You recognise this when:
Who is this for?
Built for the teams who carry the complex cases
This is for the operations director, the head of casework, or the CIO at an organization that runs high volumes of complex, knowledge-heavy cases. Inspectorates, insurers, health services, public bodies, claims and compliance teams. The moment to act is when caseload is rising, the auditor is asking for traceability you can't yet give, and your current system can't keep up with how the work actually runs.
What you get
A system built around the case, not the process
We build a case management system on open-source, proven components, with the case dossier at its core: data, stakeholders and full history in one place. An orchestration engine coordinates rule-based steps and automation, and routes to your people when judgement is needed. AI is built in from day one, to read unstructured input, summarise hundreds of documents, and propose the next step. We deliver it with SmartCode, our structured method that uses AI to accelerate the build without cutting corners on quality or security. We don't hand over a black box and leave. We work alongside your team through the build, document everything, and stay involved while you run it.
A single source of truth
One place where the full, current state of every case is visible and queryable. No more searching across systems.
Traceability by default
Every action, actor and decision is recorded, so you can show an auditor exactly how an outcome was reached.
Flexible handling
The system bends to complex and unexpected cases instead of forcing them into a fixed flow.
Automation where it counts
Routine steps run on their own, so your specialists spend their time on the cases that need them.
What to expect
How we turn complex casework into a working system
These are the five phases of SmartCode, our AI-accelerated method. Each phase feeds a shared Memory Bank: a living store of everything we learn about your cases, your systems and your decisions, so the knowledge stays with the project instead of in people's heads.
Understand
We map your cases, your actors and the decisions that matter, and we learn where the standard procedure breaks. Everything we gather, from your current system to recorded interviews, goes into the Memory Bank as clear documentation. That sets the requirements before anything is built.
Design
We design the case dossier, the events that drive it, and the points where people stay in control. SmartCode reads from the Memory Bank to speed this up. You get functional requirements, an architecture, and a working MVP or proof of concept of the new system.
Plan
We turn the design into a migration plan, an estimate and a roadmap. You see what gets built first, what it costs, and how we move from the current system without disrupting the cases already in flight. The plan stays grounded in what the Memory Bank already holds.
Build
We build on open-source, proven components, with AI and automation woven in. SmartCode uses the Memory Bank to accelerate the work without cutting corners on quality or security. We test it, run the checks, and bring your team on board so they can work with it from day one.
Evolve
We keep the system live, monitored and protected, and adapt it as rules and caseload change. The Memory Bank stays current, so knowledge about your cases doesn't walk out the door. You drive the product. We stay long term by value, not by contract.
The team beside you
You work with the people who do the build, put together as a SmartCode team for your project. An analyst and project lead to map the casework, a UX designer to shape how the work flows on screen, architects and software engineers to build the system, and data and security specialists for the parts that handle sensitive case data. The architects in the first meeting are the architects in the build.
Where it sits
In our Digital Acceleration Framework
Dynamic Case Management is part of Software & Automation, but it draws on all four of our disciplines working as one. Digital strategy frames which cases are worth automating and where the trade-offs are. Data brings every source into the case dossier. Security is built in from the first line of code, because case data is sensitive by nature. And automation does the routine work so your people don't have to. That is the Digital Acceleration Framework: strategy, data, security and automation, designed and delivered together, not bolted on one at a time.
Related services
Wondering where to start with your most complex cases?
30-minute Dynamic Case Management consultation
Free 30-minute consultation
Book a free 30-minute Dynamic Case Management consultation. We look at one type of case that doesn't fit your current system, and where automation would actually help.
What we cover in the call
• The casework that breaks your standard tools today.
• Where automation helps and where people should stay in control.
• What a first version could look like, and roughly what it takes.
What you leave with
• A clear view of which cases are worth automating first.
• A rough budget estimate and a sensible next step.
• An honest read on what's worth building and what isn't.
No deck, no pressure. Just a straight conversation about your cases and what's possible.
The ten questions you're already asking
It's a way to manage and automate complex work that doesn't follow one fixed path. The case stays at the centre, the goal is set, and the route to it stays flexible. It's also called a dynamic case system, or zaaksysteem in Dutch.
Process automation works when every case follows the same repeatable steps. Dynamic case management is for work where no two cases are the same. The system adapts to each case instead of forcing it into one process.
Permits, claims, complaints, inspections, patient files, compliance cases, investigations. Anything knowledge-heavy and unpredictable, where the goal is clear but the path is not, and where you need to show how you got to a decision.
No. Automation handles the routine steps. Your people keep the decisions that need judgement. The system recommends, your team chooses. You can move from people running the work to people overseeing it, at your own pace.
Every action, actor and decision is recorded. Months later you can reconstruct exactly why an outcome was reached. That covers the traceability the EU AI Act and your auditor expect.
Two things. SmartCode, our development method, uses AI and a shared Memory Bank to accelerate the build. In the running system, AI reads unstructured input like documents and recordings, summarises hundreds of files into a timeline, makes the full case queryable, and proposes the next best step. It never decides on its own where judgement is required.
On European infrastructure, under European law. The system can run on a public cloud, a private cloud or on premise, and it can move between them. Built, governed and defended in Europe.
Open-source, proven components, not a closed product you get locked into. That keeps the system flexible, portable and yours, with no licence trap.
You get the documentation, training and code to run the system yourself. Much of it lives in the Memory Bank we build during the project, so the knowledge stays with you. You drive the product. We stay as long as we add value, not because a contract says so.
We work in phases through SmartCode, our AI-accelerated method, and a Memory Bank that holds everything we learn so the team isn't relearning the project at every step. You see a working MVP or proof of concept early, not at the end. The first version can be live in weeks rather than months, then we build out from there.