Case Management: New Mindset for Solving Business Problems
You can use the same case management platform to replace existing, antiquated applications (like Access or Lotus Notes) that can’t be easily connected to documents or integrated with your other business systems. With business applications created on one comprehensive, scalable platform, you can achieve more value faster while empowering IT with one place to manage updates, security and maintenance.
The Intersection of Case Management and ECM
It’s no coincidence that “case management” is the latest term to break through the information management space, especially after “enterprise content management” has provided so much value over the years. Case management applications are built upon the same key technologies that ECM brings to the table, including the ability to manage data alongside key supporting documents and processes.
By their very nature, cases typically include structured information (like policy, client or vendor data) and unstructured information (contracts or policies, evidence, notes and e-mail). In fact, according to AIIM’s latest research, for 67% of organizations polled, half or more of their main business processes involve connecting content—in many formats and from various channels—to one managed process. And one-third consider this to be their biggest single problem with current case handling.1 While BPM-based applications and point solutions can handle structured data and manage business processes, they often struggle to manage unstructured content like documents and communications.
By using a flexible ECM platform to fulfill your case management needs, you can create content-enabled applications on the same framework where you’re managing your key documents and processes. This equips you to instantly connect all your information and critical supporting content, and provide knowledge workers with a complete view—facilitating processes ranging from HR onboarding to customer service tracking to fraud investigation and more. An ECM solution also provides beneficial built-in functionality, such as security controls, document management capability and workflow automation. And by leveraging one platform to facilitate case handling scenarios across your organization, you increase collaboration while enjoying a lower total cost of ownership.
Overall, the ideal case management solution should:
- Natively manage and connect a variety of information in multiple formats, including data, documents, tasks, notes and correspondence;
- Equip your users to schedule events, delegate tasks, log activities, share insights and collaborate with other users;
- Provide users with a 360-degree view of all information required to manage cases and make decisions, including data, documents, history, emails and conversations;
- Offer increased visibility with built-in reporting, a full audit trail of changes made and a record of all interactions; and
- Seamlessly integrate with existing information systems to maximize those investments.
OnBase® by Hyland is a flexible and comprehensive enterprise content management (ECM) solution that helps organizations manage documents and data to streamline business operations. By managing data relationships, document and processes in a single product, OnBase supports case management and empowers organizations to effectively handle knowledge-driven work. OnBase was recognized as a significant provider of dynamic case management platforms in The Forrester Wave™: Dynamic Case Management, Q1 2014. Learn more at OnBase.com/CaseManagement.
1. “AIIM Industry Watch: Case Management and Smart Process Applications.” ©AIIM 2014, www.aiim.org