{"id":6963,"date":"2026-09-07T10:59:51","date_gmt":"2026-09-07T09:59:51","guid":{"rendered":"https:\/\/www.r2docuo.com\/en\/case-and-procedure-management"},"modified":"2026-09-07T10:59:51","modified_gmt":"2026-09-07T09:59:51","slug":"case-and-procedure-management","status":"publish","type":"post","link":"https:\/\/www.r2docuo.com\/en\/case-and-procedure-management","title":{"rendered":"Case and procedure management: what it is, how to digitise it and how to automate it"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>A case is any matter that comes into an organisation, has to be processed and ends with a decision.<\/strong> A holiday request, a supplier onboarding, a non-conformity, a professional&#8217;s registration with their association, a customer complaint. <strong>Case management<\/strong> is the set of steps, data and documents that the matter accumulates from the moment it is opened until it is closed. And <strong>procedure management<\/strong> is the same thing seen from the side of the person asking: what do I have to do, what am I missing, what state is it in.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This guide explains what an electronic case file is, how to digitise a procedure without turning it into an IT project, and which part of the work a tool such as <a href=\"https:\/\/www.r2docuo.com\/en\/requests-and-procedures\">case management software<\/a> can do on its own. If you would rather start with the technique underneath, we explain it in our guide to <a href=\"https:\/\/www.r2docuo.com\/en\/workflow-bpm-software\">workflow and BPM software<\/a>: cases and workflows are the same thing told by different people.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-case-management-is-and-what-a-procedure-is\">What case management is (and what a procedure is)<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A case has three parts: a <strong>record<\/strong> with the data of the matter (who is asking, what it is about, dates, amounts, owner), a <strong>state<\/strong> that says where along the route it is (received, under review, approved, rejected, closed) and a set of associated <strong>documents and communications<\/strong> (the entry form, the emails, the reports, the signed resolution).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A procedure is the route between states. Each step has an owner, a deadline and a set of actions: request information, review, approve, notify, sign, archive. When the route is defined in advance and repeats the same way every time, it can be automated. When each case is resolved as best one can, with emails and shared folders, there is no case management: there is a problem waiting for someone to go on holiday.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-electronic-case-file-what-changes-when-you-digitise\">Electronic case file: what changes when you digitise<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Digitising a case is not scanning the folder. It is replacing the folder with a record that has fields, the email with visible states and the case handler&#8217;s memory with automatic alerts. The result is that anyone on the team can answer in seconds the three questions that today require opening five different things: what state it is in, what is missing and who has it.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>A single source of truth.<\/strong> The data lives in the record, not in the subject line of an email or in a row of an Excel sheet that everyone updates their own way.<\/li>\n\n\n\n<li><strong>Traceability.<\/strong> Who did what and when is logged at every state transition. It is what an auditor asks for and what saves you in a dispute.<\/li>\n\n\n\n<li><strong>Deadlines that warn you by themselves.<\/strong> Expiry dates, statutory silence, renewals: the system warns before, not after.<\/li>\n\n\n\n<li><strong>Search by any piece of data.<\/strong> By applicant, by state, by date, by amount, by owner. Not just by file name.<\/li>\n\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-life-cycle-of-a-procedure-from-request-to-decision\">The life cycle of a procedure: from request to decision<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Almost every procedure, whether in human resources, purchasing, quality, administration or customer service, follows the same skeleton. Seeing it step by step helps you decide what to automate first.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"1-the-request-comes-in-through-a-form\" class=\"anchor\">1. The request comes in through a form<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The procedure starts when someone asks for something. If they ask by email, someone will have to copy the data by hand. If they ask through a <a href=\"https:\/\/www.r2docuo.com\/en\/web-forms\">web form<\/a>, the data arrives already structured and the case creates itself, with its record filled in and its first state assigned.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"2-the-record-gathers-the-data-and-the-documents\" class=\"anchor\">2. The record gathers the data and the documents<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Each case has the fields that type of procedure needs, and not one more. The documents that arrive along the way (an ID card, a quote, a certificate, an email dragged in from Outlook) are attached to the record, not to a folder.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"3-the-states-mark-the-route\" class=\"anchor\">3. The states mark the route<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The case moves through states defined in advance. On a Kanban board every case is a card and every state a column: you see at a glance where work is piling up and what has been sitting still for too long.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"4-review-and-approval\" class=\"anchor\">4. Review and approval<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Every state has an owner. When their turn comes, they receive an alert; when they decide, the case changes state and the next owner receives theirs. It is the same mechanism we explain for the <a href=\"https:\/\/www.r2docuo.com\/en\/document-review-and-approval-3-boards\">review and approval of documents<\/a>, applied to any matter.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"5-signature-and-communication\" class=\"anchor\">5. Signature and communication<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">If the procedure ends in a document (a resolution, a contract, a certificate), that document can be generated automatically from the data in the record and sent for <a href=\"https:\/\/www.r2docuo.com\/en\/electronic-signature\">electronic signature<\/a> from the case itself. The applicant signs from their phone and the system files the result.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"6-closure-and-archiving\" class=\"anchor\">6. Closure and archiving<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The case is closed with its decision, its date and its full history. It stays searchable and traceable for as long as the applicable regulations require, without anyone having to remember to move it to any folder.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-can-be-automated-and-what-cannot\">What can be automated (and what cannot)<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In a typical procedure, around 70% of the actions are repetitive: sending the same email, creating the same document, alerting the same owner, checking the same date. A workflow tool does that part on its own when the case changes state. The decision, the substantive review and the exception remain with people, and so they should.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Gets automated:<\/strong> creating the case from the form, assigning an owner, alerts by email, SMS or Teams, generating documents from Word templates, sending for signature, deadline reminders, changing state when a condition is met.<\/li>\n\n\n\n<li><strong>Does not get automated:<\/strong> the decision that requires judgement, the case that does not fit the planned route, the conversation with the applicant when something gets complicated.<\/li>\n\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-case-management-versus-document-management-not-the-same-thing\">Case management versus document management: not the same thing<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A document management system organises files: it stores them, versions them, classifies them and finds them. A case management system organises <em>matters<\/em>, and the document is just one of its pieces. The difference shows in a simple question: <strong>can you set up a process that has no document at all?<\/strong> A supplier onboarding, a non-conformity or a purchase request can live entirely in their record and their states, without a single attached file.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">That is why it pays to look at the software&#8217;s data model before its PDF viewer. In <a href=\"https:\/\/www.r2docuo.com\/en\/document-manager\">R2 Docuo<\/a> the customer defines the fields, the states, the relationships between records and the rules for each type of case, without programming. The document is an element of the model, not its centre. Many of the processes our customers set up have no document whatsoever.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-common-case-management-use-cases\">Common case management use cases<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Supplier onboarding and approval.<\/strong> Entry form, document checks, approval by purchasing and quality, registration in the system. See <a href=\"https:\/\/www.r2docuo.com\/en\/procurement\">purchasing processes<\/a>.<\/li>\n\n\n\n<li><strong>Non-conformities and corrective actions.<\/strong> Logging, root cause analysis, action plan, verification and closure, with the traceability an ISO audit demands. See <a href=\"https:\/\/www.r2docuo.com\/en\/quality\">quality management<\/a>.<\/li>\n\n\n\n<li><strong>Internal requests and customer service.<\/strong> Holidays, expenses, incidents, requests for materials. It is the same pattern as a <a href=\"https:\/\/www.r2docuo.com\/en\/how-to-create-a-ticketing-system\">ticketing system<\/a>.<\/li>\n\n\n\n<li><strong>Member and associate files.<\/strong> Registration, authorisations, legal aid rotas, disciplinary proceedings. We explain it in the case of <a href=\"https:\/\/www.r2docuo.com\/en\/what-is-a-bar-association\">bar associations<\/a>.<\/li>\n\n\n\n<li><strong>Contracts.<\/strong> Drafting, review, negotiation, signature and renewal follow a route of states: a <a href=\"https:\/\/www.r2docuo.com\/en\/aspects-developing-contract-workflow-for-your-organization\">contract workflow<\/a>.<\/li>\n\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-to-demand-from-case-management-software\">What to demand from case management software<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>That the team itself can define fields, states and rules <strong>without a technical profile<\/strong>, and change them when the procedure changes.<\/li>\n\n\n\n<li>Web forms so the applicant can start the case without anyone copying data.<\/li>\n\n\n\n<li>A Kanban board and search by any field in the record.<\/li>\n\n\n\n<li>Automatic alerts by email, SMS or Microsoft Teams at every state change and every deadline.<\/li>\n\n\n\n<li>Automatic document generation from Word 365 templates and electronic signature with eIDAS legal validity.<\/li>\n\n\n\n<li>Certified security: if the case carries personal data or is reviewed by a public body, ask for certification under Spain&#8217;s <strong>National Security Framework (ENS) at HIGH level<\/strong>. R2 Docuo has it.<\/li>\n\n\n\n<li>That it also works outside the browser: R2 Docuo offers a <strong>Windows desktop application<\/strong> alongside the web version, something rare in the sector.<\/li>\n\n\n\n<li>Integration with what you already use: Outlook to drag emails into the case, Word for the templates, an API to connect other systems.<\/li>\n\n\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">If you want to see how one of these procedures is set up in half an hour, <a href=\"https:\/\/www.r2docuo.com\/en\/contact?src=post-cases\">book a demo<\/a>: we build it with a case of yours, not with a sample one.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-frequently-asked-questions-about-case-management\">Frequently asked questions about case management<\/h2>\n\n\n\n<div class=\"schema-faq wp-block-yoast-faq-block\"><div class=\"schema-faq-section\" id=\"faq-question-1788771793000\"><strong class=\"schema-faq-question\">Which case management and workflow software is best for a non-technical user?<\/strong> <p class=\"schema-faq-answer\">One that lets you define the procedure (fields, states, owners and alerts) from the interface itself, without programming or depending on an integrator. R2 Docuo is designed that way: the administration, purchasing or quality team configures and changes its own cases, with web forms, Kanban boards and automatic alerts, and it holds ENS HIGH-level certification and a Windows desktop application.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1788771793001\"><strong class=\"schema-faq-question\">What is the difference between a case management system and a document management system?<\/strong> <p class=\"schema-faq-answer\">A document management system organises files; a case management system organises matters, with their data, states and deadlines, and the document is just one more piece. The test is simple: in a case management system you can process a matter that has no document at all.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1788771793002\"><strong class=\"schema-faq-question\">What is an electronic case file?<\/strong> <p class=\"schema-faq-answer\">It is a case managed entirely within a system: a record with structured data, a state that reflects where the procedure stands, the associated documents and communications, and the history of who did what and when. It replaces the folder, the email and the spreadsheet.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1788771793003\"><strong class=\"schema-faq-question\">How much of a procedure can be automated?<\/strong> <p class=\"schema-faq-answer\">In practice, around 70% of the actions: creating the case from a form, assigning owners, sending alerts, generating documents, requesting signatures and watching deadlines. The decision and the substantive review remain with people.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1788771793004\"><strong class=\"schema-faq-question\">How long does it take to get up and running?<\/strong> <p class=\"schema-faq-answer\">A simple procedure is configured in one working session. A complete case management module, with several types of procedure, forms, templates and signature, is usually operational within a few weeks, with support from consultants who know that kind of process.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1788771793005\"><strong class=\"schema-faq-question\">Is it suitable for public administration?<\/strong> <p class=\"schema-faq-answer\">R2 Docuo is used by private companies and organisations (industry, engineering, certification, retail, professional associations). It complies with ENS at HIGH level, but it is not an administrative processing platform for government e-offices.<\/p> <\/div> <\/div>\n\n\n","protected":false},"excerpt":{"rendered":"<p>A case is any matter that comes into an organisation, has to be processed and ends with a decision. A holiday request, a supplier onboarding, a non-conformity, a professional&#8217;s registration with their association, a customer complaint. Case management is the set of steps, data and documents that the matter accumulates from the moment it is&#8230;<\/p>\n","protected":false},"author":14,"featured_media":6981,"comment_status":"","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[16],"tags":[],"class_list":["post-6963","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-workflow"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Case and Procedure Management: what it is and how to automate it (2026)<\/title>\n<meta name=\"description\" content=\"What case and procedure management is, what changes with the electronic case file, which part of a procedure can be automated and what to demand from software. Guide with use cases and FAQs.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.r2docuo.com\/en\/case-and-procedure-management\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Case and procedure management: what it is, how to digitise it and how to automate it\" \/>\n<meta property=\"og:description\" content=\"AI Powered Document Management Software (DMS).\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.r2docuo.com\/en\/case-and-procedure-management\" \/>\n<meta property=\"og:site_name\" content=\"R2 Docuo\" \/>\n<meta property=\"article:published_time\" content=\"2026-09-07T09:59:51+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.r2docuo.com\/en\/wp-content\/uploads\/sites\/2\/2023\/04\/ULIDEST_GENERICA.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Minerva Ventura\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@r2docuo\" \/>\n<meta name=\"twitter:site\" content=\"@r2docuo\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Minerva Ventura\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.r2docuo.com\\\/en\\\/case-and-procedure-management#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.r2docuo.com\\\/en\\\/case-and-procedure-management\"},\"author\":{\"name\":\"Minerva Ventura\",\"@id\":\"https:\\\/\\\/www.r2docuo.com\\\/#\\\/schema\\\/person\\\/minerva-ventura\"},\"headline\":\"Case and procedure management: what it is, how to digitise it and how to automate it\",\"datePublished\":\"2026-09-07T09:59:51+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.r2docuo.com\\\/en\\\/case-and-procedure-management\"},\"wordCount\":1698,\"publisher\":{\"@id\":\"https:\\\/\\\/www.r2docuo.com\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.r2docuo.com\\\/en\\\/case-and-procedure-management#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.r2docuo.com\\\/en\\\/wp-content\\\/uploads\\\/sites\\\/2\\\/2026\\\/09\\\/case-and-procedure-management.png\",\"articleSection\":[\"Workflow\"],\"inLanguage\":\"en-GB\",\"about\":{\"@id\":\"https:\\\/\\\/www.r2docuo.com\\\/#software\"}},{\"@type\":[\"WebPage\",\"FAQPage\"],\"@id\":\"https:\\\/\\\/www.r2docuo.com\\\/en\\\/case-and-procedure-management\",\"url\":\"https:\\\/\\\/www.r2docuo.com\\\/en\\\/case-and-procedure-management\",\"name\":\"Case and Procedure Management: what it is and how to automate it (2026)\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.r2docuo.com\\\/en\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.r2docuo.com\\\/en\\\/case-and-procedure-management#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.r2docuo.com\\\/en\\\/case-and-procedure-management#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.r2docuo.com\\\/en\\\/wp-content\\\/uploads\\\/sites\\\/2\\\/2026\\\/09\\\/case-and-procedure-management.png\",\"datePublished\":\"2026-09-07T09:59:51+00:00\",\"description\":\"What case and procedure management is, what changes with the electronic case file, which part of a procedure can be automated and what to demand from software. 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