Case solutions support knowledge workers charged with achieving the best outcomes for their specific business operations. These solutions require the creation and management of complex workloads that occur across vertical markets: which evolves as disputes, investigations, incidents, inquiries, complaints, contracts, exceptions, adverse actions, claims, fraud investigations, negotiations, problem resolutions, escalations, research, audits, and interventions to name a few.
Within those workloads consists a combination of structured and unstructured information, actions, and history. Further, the paths of those workloads on the way to achieving outcomes can be unpredictable, requiring knowledge workers to make complex decisions based upon information at hand, prior actions that have been taken, the experience of others in similar situations... ALL of these elements must be saved to provide context and a collaborative focal point to all parties throughout the lifecycle of work. This “case” provides a history and a decision path for others in the organization to take advantage of in related situations.
Because of these characteristics, it’s important to note four key areas of differentiation offered by IBM Case Manager for case solutions:
1) The ability to address all the information required to make better decisions
2) Supporting the way people work – dynamically in real time
3) Optimizing case outcomes
4) Enabling business users to take more control
How is each of these areas addressed technically within IBM Case Manager?
Information for better decisions:
• ICM is based on a case object model and supporting services that enables a persistent collection of information and actions in the context of a logical “case folder” (i.e., data, content, history, events, tasks, rules, process fragments, collaborations, etc.). This provides tight coupling of content, allowing for optimal insight for knowledge workers and governance for business/regulatory requirements. It is also a significant advantage over a multi-product solution and offers the ability to easily integrate Information Lifecycle Governance (ILG) services.
Supporting the way people work
• ICM provides the ability to drive outcomes through flexible, dynamic tasks able to address any form of workflow. Designing case solutions from the standpoint of the task vs. the process is a huge advantage for unpredictable or unstructured activities It saves up front “map design and test” time and it can reduce or eliminate redundancies amongst workers at run time.
• Case information or content changes can automatically drive tasks and vice versa as a result of ICM’s active content infrastructure, saving significant integration, development, and operations costs.
Optimizing case outcomes
• Visibility throughout a case lifecycle through a combination of historical and real time analytics that provides a comprehensive look at what has occurred and dashboard driven views of current business conditions related to case work.
Enabling business users to take control
• A solution design and delivery environment that is focused on the business analyst, enabling those users to quickly create a solution design and move forward iteratively In collaboration with IT to shorten time to value.
More than 100 clients have invested in ICM as their platform to solve complex application needs related to case workloads because of this unique set of differentiators. Subsequent blogs will explore each of these differentiators in greater detail.