In today’s complex business environment, business information is a valuable asset. Management and accessibility of information is critical to business operations and long-term success. A case management approach bundles data, tasks, processes and services into an easily accessible IT platform yet still permits input on various discretionary elements.

The case management approach resolves a broad set of business challenges. A strategy structured around three considerations is the best way to measure the benefits of the approach.

An analysis of current work flow and processes will identify critical business pain points or bottle necks. Typically these occur in front office situations where the management of information, plus the knowledge of the workers, determines the quality of the service provided. Customer complaints about long response times or the slow resolution of incidents are effectively answered by a case management approach. If information is routinely lost, misplaced or is frequently obsolete and answers require research across multiple spreadsheets, notes, individual email boxes and legacy department systems, this approach is beneficial. Case management opportunities are signposted by cost pressures, wasted time, or poor service.

Technology provides the key to efficient case handling. There are a number of options: build, buy or configure. The best option is to configure case management business applications on a single point-and-click platform. It is cost effective, time efficient and user friendly. This option achieves a lower total cost of ownership yet provides one site to manage updates, security and maintenance.

Additionally, an enterprise content management (ECM) solution positions data-driven business applications on the same platform where key documents are stored, instantly connecting all information and critical content. This maximises the benefits of any built-in functionality such as security controls, document management capability, and workflow automation.

The final consideration of a case management strategy is future needs. A solution that can scale and shift with changing business needs as well as extend to other processes, departments and users, will deliver the long-term benefits of this approach. Careful consideration to the choice of software vendor is important. This will be a long-term strategic partnership and the vendor needs experience with data-driven applications plus proven track record of implementation. Any solution needs to integrate seamlessly with other line-of-business applications and leverage existing IT investments.

Ultimately, business users want a simple yet complete interface to better access all the information they need to provide customer service, resolve issues, track information and manage relationships. A case management solution empowers them and, with that, productivity and job satisfaction increases. 


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