Architecting Scalable Case Management Platforms for the Digital Enterprise

Jayaprakash Thatiparthi

Abstract: In the digital era, enterprises face the growing challenge of managing millions of customer interactions across web, mobile, social media, and connected devices. This paper presents key architectural principles for designing scalable, resilient case management platforms capable of meeting these demands. It explores evolving customer service trends, including omni-channel engagement and AI-driven automation. The paper discusses critical components such as data model optimization, omni-channel routing, and knowledge integration. It highlights real-world scalability challenges and outlines future directions like predictive case management and autonomous support models. This study aims to guide enterprises in transforming customer service from a reactive function into a proactive, strategic advantage.

Keywords: case management, digital enterprise, omni-channel service, AI-driven support, scalability

How to Cite?: Jayaprakash Thatiparthi, "Architecting Scalable Case Management Platforms for the Digital Enterprise", Volume 14 Issue 5, May 2025, International Journal of Science and Research (IJSR), Pages: 587-588, https://www.ijsr.net/getabstract.php?paperid=SR25508194141, DOI: https://dx.doi.org/10.21275/SR25508194141