General purpose ECM and DM systems may lack the functionality and process flexibility needed to deal with case management, and integration with a CRM system may be needed to handle the communications aspects. However, recent developments have introduced the concept of dynamic or adaptive case management within ECM systems, able to manage the case-process workflow in a flexible way, and able to link with multiple customer communications channels.  
 
In this report, we survey how well the IT infrastructure currently used by customer-centric, process-driven suppliers matches the demands of case management, and look at their planned strategies for the future