Tame complex case management with Camunda
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Great experiences need orchestration
Customer expectations are changing. They expect services to be simple, fast, and accessible – anywhere, anytime. However, employees may find it challenging to deliver on this promise due to the complexity of customer cases and the inefficient tools required to resolve them. Additionally, complying with regulations such as HIPAA, CCPA, and GDPR further increases complexity.
Camunda revolutionizes case management
Robust automation capabilities enable your team to thrive across every case management scenario and deliver exceptional experiences to customers and employees alike. With Camunda, you can model flexible workflows to assign, manage, and resolve even the most complex cases.
Case Management — Evolved
Camunda offers a comprehensive suite of features designed to revolutionize your case and knowledge management processes.
Tame complexity by orchestrating processes
Design process models with custom forms for knowledge workers so they have the right information for each case.
Intelligently route cases to experts
Use decision tables and AI to ensure accurate routing to knowledge workers and informed decision-making, all with a detailed audit trail.
Integrate with any business technology
Enhance your current case management tooling by seamlessly integrating technology between people, systems, and devices.
“To achieve the desired efficiency gains, we needed a much higher degree of automation in our processes, and Camunda’s capabilities fit our needs well. It is modern, easy to integrate with, and gives us flexibility when designing our processes.”
Eric Lind, Chief Information Officer
Bluestep Bank
Why global organizations choose Camunda for case management
Automation is just the beginning when it comes to delivering great customer experiences. Camunda helps organizations face a wide range of case management workflows, from routine system interactions to intricate cases that involve intelligent decisions and integrations across knowledge workers and technology systems.
Orchestrate case management processes from end to end
Use advanced workflow patterns to simplify complex case management processes that require knowledge workers and a variety of task automation technologies such as RPA.
Collaborate effectively between departments
Align the business and IT using a common language. With Camunda’s one model approach, IT and the business can collaborate from design to execution to analysis.
Handle high-performance processes
Zeebe, Camunda’s cloud-native workflow engine, can handle high volumes of concurrent transactions at consistent low latencies with failover protection that keeps your data safe.
Use your favorite programming languages and DevOps tools
Camunda’s developer-friendly design and open architecture lets IT teams use the languages and tools they’re used to, so they can deliver case management solutions faster.
Hear how our customers succeed with Camunda
Learn how global organizations are using Camunda to transform case management and delight their employees and customers.
FEATURED STORY
Watch the short presentation to learn how Atlassian reduced ticket turnaround times by 93% and achieve a 30x return on investment using Camunda.
“Some customers thought they were interacting with a human due to the speed of the responses. In fact, even some Atlassian employees think [our virtual customer assistant] is a real person handling all of these tickets!”
Brajesh Bharti, Senior Engineer
Atlassian
Developers love our documentation and training
Helpful Documentation
Get all step-by-step guides and reference docs to understand supported environments, releases, dependencies, and more.
On-Demand Training
Camunda Academy provides free, unlimited on-demand training on subjects such as BPMN, DMN, and all things Camunda.
Helpful resources you can count on
Orchestrate Human Workflows
Learn the secrets to streamlining internal operations and building better customer experiences by orchestrating human- and machine-driven processes.
Learn more
Understand Microservices
Discover the benefits of autonomy and loose coupling paradigms in microservices architecture. Learn best practices to give your technology a competitive edge.
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Achieve High Performance with Zeebe
Watch the recording to see how Camunda’s workflow engine, Zeebe, was designed for high-performance processes such as trade matching and real-time payments.
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“I can show a flow to my business partner, and the business team can easily understand what’s going on. The technical team can understand the implementation, and we can model different errors and the process for recovering from these errors.”
Gustavo Arjones, CTO
Itau Unibanco
Frequently asked questions
What is case management in a business process context?
Case management is the coordination and execution of long-running, complex processes that weave together people, systems, and dynamic tasks. Cases evolve as new information arrives, priorities shift, and exceptions appear, so you need structure for predictable steps, for example, fraud checks, approvals, or disclosures, and flexibility to add one-off tasks, reroute work, or bring in new experts in real time. Camunda blends deterministic process orchestration with agentic AI and human expertise so you can manage the entire journey from intake to resolution with full visibility, guardrails for AI agents, and a complete audit trail. This approach lets organizations keep humans firmly in control while turning formerly ad-hoc casework into reliable, auditable processes.
What are typical use cases for case management?
Typical use cases span industries where judgment, investigation, and exceptions drive work. Financial services orchestrate Know Your Customer (KYC), anti-money laundering (AML), and credit checks while AI agents assemble dossiers, summarize risk signals, and trigger extra reviews when thresholds are exceeded, all with a detailed audit log. Insurers manage claims, appeals, and fraud investigations by classifying first notice of loss (FNOL) documents, summarizing evidence, enforcing required checks, and routing to the right roles. Logistics teams handle disruptions and exceptions across transportation management systems (TMS), warehouse management systems (WMS), enterprise resource planning systems (ERP), and partner systems with ad-hoc sub-processes for re-routing or re-planning. Retail teams consolidate omnichannel complaints, use agents for intent and sentiment extraction, and preserve a clear record of commitments and resolutions.
What key capabilities are required for enterprise-level case management?
Enterprise case management requires a deterministic backbone and dynamic agility. You need a standard such as BPMN to model the core path, approvals, and compliance steps so outcomes are reproducible and auditable. You also need agentic BPMN to embed AI agents with planning loops and retrieval-augmented generation (RAG) inside defined guardrails, plus human-in-the-loop for ambiguity or high-risk decisions. Governance features should specify what agents can do via BPMN, DMN, and role-based access, and when human approval is required. Operations teams need real-time visibility into active cases and agents, dashboards for resolution time and SLA adherence, and immutable audit trails that capture who or what acted, when, and why. Long-running, stateful execution is essential so cases can pause and resume without losing context.
How do I get started with case management with Camunda?
Start by selecting a real case type with handoffs and exceptions; for example, investigations, claims, or escalations. Model the deterministic backbone in BPMN, then identify where agentic AI can add value; for example, summarizing documents, triaging cases, or proposing next steps. Use DMN to codify policies and govern when agents act autonomously versus when human approval is required. Run the process on Camunda’s workflow engine for long-running, stateful execution, and use Operate and Optimize to monitor cases, spot bottlenecks, and tune SLAs and routing rules. As confidence grows, dial autonomy up or down without redesigning the solution, add ad-hoc sub-processes for exceptions, and orchestrate multiple specialized agents using protocols such as REST, GraphQL, MCP, and A2A, all within a single auditable process.
