Learn what advanced case management is
by Rob DuMont, Account Manager
FileNet released its first Enterprise Content Management (ECM) product for imaging in the mid-80’s. Organizations quickly saw that having a tool to route and queue work driven by, or based on, these images would propel operational efficiencies. And just like that, content-driven Business Process Management (BPM) was born.
Fast-forward to today, and BPM comes in many flavours: integration-centric, content-centric (ECM), people-centric (Sharepoint), directly integrated into Line-Of-Business solutions (ERP), stand-alone, as a platform or as an application. But all of these BPM solutions had one thing in common: they did not handle dynamic, adaptive or human-adjusted processes well.
BPM is well established in verticals like Banking and Finance that have simple processes with binary decisions as process flows can be easily mapped. For instance, the workflow for processing a check could look like:
- Does the check have all the required information?
- If yes, then, do sufficient funds exist in the customer’s account?
- If yes, then…etc.
When all criteria are met, the check is cleared. It’s an easy yes or no answer that does not require human intervention.
There are countless business activities in every company where the decision criteria is fuzzy or informal, and BPM has failed these needs. When there are sometimes exceptions to a rule, or context beyond a yes or no answer, we enter the realm of Advanced Case Management. Advanced Case Management incorporates the functionality of BPM, allows for coworker collaboration and supports “active content”. Active content makes content available to users at the right time, and in the right context, without the need for them to search for it. Bringing the right content to the right person at the right time allows them to make the decisions they need to move the case/project/situation along.
Advanced Case Management allows for many formal and informal processes to be incorporated into one “case”. It takes content, human interactions, workflow functionality, rule criteria, events and integration from other systems or tools to provide a 360o view of a case.
A powerful part of Advanced Case Management is it analytical capabilities. For instance if you’re a pipeline technician, you would use Advanced Case Management for assessing and fixing a pipeline’s pump for which many variables come into play. Over time, the company will want to look for trends in failing pipeline pumps to see how they can be mitigated in the future. Advanced Case Management provides the visibility into all the events related to the pipeline pump’s failure through its monitoring and analytical capabilities.
Organizations need visibility into their processes, auditing, analytics, standardizing sub-processes, all in real time. However mapping all this into a traditional BPM tool is cumbersome, awkward, and in many situations, impossible to properly account for all variations.
Advanced Case Management bridges this gap by providing capabilities for both standardizing, dashboarding and auditing processes while simultaneously allowing people to make complicated decisions and shape the process.
If you are trying to ascertain if Advanced Case Management is something you need to explore further, ask yourself the following questions:
- Do I have processes that are very complicated to map, that involves humans making non-binary decisions and that are often routed to any number of other people within or outside my organization?
- Do these processes involve collecting a ‘folio’ of documents, forms, photos, emails or other files which are used, both to make decisions, and as artifacts for historical views of the process resolution?
- Do I need to have visibility into these processes both during and after, and wish to be more efficient in executing them?
If you answer yes to any of these questions, than Advanced Case Management could prove to be quite a powerful tool for you. If you want to learn more, we are happy to walk through the complexities associated with your position and organization to see what would be involved. Contact us to learn more.