The analytics advantage

IBM has introduced what it says is the industry's first advanced case management product— IBM Case Manager—and enhancements to its content analytics and information life cycle governance solutions.

IBM Case Manager integrates content and process management with advanced analytics, business rules, collaboration and social software. The new software offers a more integrated way for customers to handle growing, increasingly complex caseloads and shrinking resources in areas such as insurance claims management, credit dispute management, fraud identification and resolution, and contract execution.

An insurance underwriter, for example, can make decisions faster with better information by using the software with integrated analytics to improve key processes covering applicant review, risk assessment and policy issuance. Customer service agents can use it to resolve a credit card dispute fairly by capturing, processing and analyzing key information from all parties including the customer, the merchant, the card issuing bank and the credit card agency in a single view. Doctors and nurses can use the software to get real-time access to complete patient history. In addition, hospital administrators can help ensure proper compliance and billing information by using its content and process management capabilities.