Using SPAs to reach customer goals

Guidance moving forward

First, we can see that cloud or hybrid cloud would make the external collaboration of many case applications far easier. There is also a roadmap for mobile access to case content and the ability to communicate with case processes from mobile devices in terms of data capture, comment and approval.

From the onset, it is important that your organization looks at its existing BPM and workflow potential in terms of predictable business processes and case-based processes. Where existing systems have rigid workflows that might block case management or need extensive customization to do so, you might want to look at add-on products or replacement systems that can be deployed. In evaluating these options, look for smart or adaptive capabilities that monitor content as well as process context in order to reroute workflows within a rules-based or compliant environment.

Following evaluation, you may find that merging multiple case-handling mechanisms from other lines of business into a single system will be much more productive and cost-effective. If you are handling diverse or high volumes of data, or both, look to automate routing and sorting at capture. This again will speed up response and increase productivity.

It is important that you deploy best in show monitoring, alerting and analytics tools to ensure that all tasks running through the system are managed efficiently and you can see where improvements can be made. With the increased empowerment of customers, driven by social media, and the pressure faced by organizations to sustain growth in an increasingly competitive and volatile market place, you would be missing a trick to ignore SPAs.