Welcome to the advanced case management blog : collaboration and social software as a pillar for case management
David Caldeira 27000180WU firstname.lastname@example.org | | Tags:  bpm ecm case_management advanced_ case case_managment | 1 Comments | 1,657 Visits
Welcome to IBM’s new advanced case management blog. This blog will focus on a series of topics on how to address organizations’ case management needs for all industries. In our first article, I would like to highlight feedback from our customers about leveraging and embracing collaboration as an integrated part of their case management business processes.
Organizations today have increasing business pressures to meet heightened customers’ requirements in core aspects of their business while seeking to reduce costs for servicing customers. Loan origination and management, claim servicing and benefit administration are just a few examples. Government agencies are compelled to provide greater transparency for citizen’s requests and commercial organizations need to provide exceptional customer service while retaining competitive cost structures. Add to that, increased demands to meet audit and regulatory requirements plus respond to legal inquiries.
Varying types of automation have streamlined case processes in recent years including content-centric business process management, CRM, ERP and PLM environments. The cases that many knowledge workers focus on today are complex exceptions which are not easily addressed through automated processes. Milestones for resolution may be pre-defined, but identifying who within an organization should involved and which individual steps must be taken to meet the milestones change from case to case. Identifying pockets of domain expertise to involve is crucial to rapid case resolution. As well, visibility and tracking of complex exception cases is critical in order to balanced resources and insure resolution across cases.
Add to today’s business environment a combination of collaboration tools – team rooms, wikis, blogs an instant messaging which are separated from automation environments. Collaboration, interaction and decision making is occurring independent of customer facing or compliance tracking environments.
What organizations today need for case management is real-time, efficient and highly transparent collaboration among employees and within teams, regardless of time zones, national borders and corporate divisions. Finding the right subject matter expert is often critical to make an ad-hoc decision required to bring a case to an optimal closure. Case workers also need to interact with a case directly from the office productivity tools they use every day. Finally, content in context is important. Cases must contain a 360º view of information, correspondence, tasks, policies and rules, processes and events that were required for resolution to provide context for case workers. A case oriented view of a customer or citizen needs to be retained to support regulatory requirements and provide customer facing teams with a comprehensive, enterprise view of case status and history. For additional views on what businesses require to support case management, take a look at a recent interview with Connie Moore and Craig Le Clair from Forrester Research.
What do you think? How have collaboration tools and the need for collaboration effected your business processes? We invite you to post your comments and thoughts. Also, keep your eyes on this blog for articles coming soon. We are looking forward to updating you on what customers are telling us is best practices and key requirements for case management.