Case Management

Client Challenge

Case Management is a progression from the initiation of a case to its final resolution. Typically, even a simple process also has to be integrated with the database, database tables, inbound and outbound business communication (CRM/ECM), case rule definitions and time-stamped materials from case history or pending communications. Certainly, document content, collaborative decision-making and customer interactions are important elements of case management. A large portion of case-related information is received and managed in the form of business documents rather than structured data.

 

Cases often take too long to complete, from the standpoints of both the customer and the operations team, due to a number of internal factors:

• Resources
• Information is misplaced
• No standardization has been
• Difficulty of enforcing compliance with policies, regulation, and best practices
• Lack of visibility into key performance indicators at individual case level (real time) or in the aggregate (historical trends)

 

In case management, human judgment, external events and business rules don’t merely determine a path through a predefined diagram. Some tasks and processes to complete the case may be defined in advance through the case template, but ad-hoc tasks are a critical distinguishing element of case management, often related to creating, obtaining, reviewing, and approving documents and some representing conventional processes involving multiple participants.

 

Offer Description

Papyrus Case Management includes a complete document management system, a comprehensive facility for creating, capturing, indexing, storing, finding, viewing, sharing, editing, versioning and retaining a wide variety of document types. To ensure both compliance and flexibility, Papyrus Case Management can apply rules to document events for automation and case status tracking at any point in the process, including required predefined tasks and documents via the case template and also allowing the addition of ad–hoc activity and content at runtime.

 

Rather than routing the case folder to the next task sequentially down the line, Papyrus Case Management instead advances through both external and internal events:

• For external events such as receipt of a phone call, letter, fax, or e-mail related to the case, the message content is added to the case folder and new tasks or processes may be created.
• For internal events such as assignments and business rules, case workers assign tasks and initiate processes as needed to work on the case, and business rules within the case may automatically create and assign tasks or trigger fully automated actions based on either external events, completion of other case tasks, or expiration of task deadlines.
• Those tasks and activities define the case context and are visible, along with case documents, in the shared case folder, where the state of the case as a whole is determined by the combined state of all tasks and documents.

 

The strength of Papyrus Case Management is an integrated end-to-end solution combining data, business processes & rules, document creation, capture and output management with support for Dynamic Business Process Management in a single platform.

 

 

With Papyrus Case Management, a case is not simply a collection of isolated activities, processes and documents, but a single and evolving entity progressing toward completion. Represented by the case folder, the case as a whole is easily understood through simple review of the unified and customized view that summarizes the status and provides access to key content and details.

 

Value Delivered

Key Benefits/Value

• Single, integrated communication & process platform is state- and event-driven and rule-based (data-driven)
• Holistic customer view for end-to-end case management
• Out-of-the-box shared case folder with different views based on case status and user
• Closes the loop with integration of inbound and outbound communication for full-circle response
• Collaborative process for transparency and efficiency
• Secure team access to case information
• Single point of access to all information
• Reduced data entry errors
• Efficient, centralized output management
• Interface with all business applications and legacy systems
• Any document type or object can be added to the case
• All cases centrally stored
• Enhanced consistency and compliance with internal and external regulations
• Flexibility for automation of all processes and future business changes
• Archiving with retention policies
• Increased operational performance and results
• Optimization of case worker’s time
• Increased efficiency in time to market
• Reduced implementation, maintenance and development costs
• Reduced manual operations and minimal duplication of documents and data

 

Key Features

• Shared case folder available to authorized users working on the case subject to specific security and access control rules
• User authorization and authentication
• Auditing
• Change management, digital signature, versioning, variant control
• Support for collaboration - chat, e-mail, phone
• Real-time access to common case data, documents and activity
• Activities, to-do’s, check lists
• Calendar
• Inbound and outbound communications
• Tasks with priority and deadlines
• Customizable views can include different information, such as
• Form showing case data or content
• Tasks history
• Discussions
• Dashboard
• Automatic process discovery and implementation in real time (UTA & Activity recorder)
• The Activity Recorder/Player supports the employee with repetitive tasks, minimizes user interaction and reduces errors
• Recorded activities can be reused
• User Trained Agent supports employee decision-making, learning from observed patterns
• Classification and extraction of data of inbound mail, fax and emails
• Integrated outbound correspondence system
• Generate and respond to letters, cancellations and claims
• Access through browser or fat client interfaces
• o Accessible to clerks, sales, business partners and customers
• Business application and legacy system integration
• Wide range of Adapters and Typemanager interfaces
• Comprehensive document and object support - MS Office, SMS, chat session, wiki pages, HTML, XML, PDF, audio, video, CAD CAM, X-ray, photos, etc.
• Long-term archiving of the case and its content with retention policies
• Monitoring tools and views suitable for reactive or proactive approach

 

 

Client Challenge

Manufacturing and trade organizations have high volumes of varying goods delivered by many different suppliers. They need to manage, control, monitor and automize processes from the point of entering an order to delivery and payment. Optimization potentials to increase efficiency are:

• Significant reduction of manual classification of incoming paper, email or fax documents, such as invoices and bills, delivery notes, work confirmations, orders and credit notes
• Consolidating departmental requirements for access to volume discounts, minimum order quantities and shipping efficiencies
• Monitoring of actual goods received to shrink expenses that reduce margins due to missing goods in the delivery
• Preventing payment duplication or billing for incomplete shipped orders
• Compliance with manufacturing or trade-based completion deadlines and supply chain management

 

Value Delivered/Characteristics

• ROI potential within 12-18 months
• Self-learning system optimizes automatic classification to nearly 100% for incoming invoices on paper/fax/email attachment
• Fast implementation of processes – lower cost of ownership
• Enterprise solution - enables consolidation and high personalization
• Strong integration with legacy, ERP, CRM, ECM and Web-distributed solutions and mobile communications (iPhone, BlackBerry)
• Integrated, end-to-end straight through processing (STP) of inbound and outbound business communication
• Platform and output channel independence
• Control of payment terms and discount opportunities
• Reduced cost - dispute management, monitoring of goods received and payment stops
• Empowering business users - increased productivity
• Integrated security and authorization
• Multilingual documents and GUI support

Offer Description

The business application covers the core P2P process requirements, while being highly customizable by definition, from order entry in operations (manufacturing or stock) to order processing in purchasing. Rules and processes are defined in the Papyrus Desktop and executed by the system ensuring compliance of purchase policies, e.g., approval of orders or payment stop due to undelivered goods.

 

Characteristics:
Highly automated process offering process agility and flexibility

• Direct entry of requisition orders in a form
• Automated and multi-lingual reading of delivery notes and invoices with OCR/ICR including manual correction mask
• Reduced manual steps in the process (“date of goods receipt”, “date of invoice received” and “cost center” can be captured digitally)
• Deposited rules trigger workflows, e.g., approved requisition order allows purchasing to process order payment and fulfillment
• Dispute management: follow up of missing goods to reduce expenses
• Closed-loop, self-learning processes in the system enable continuous improvement
  
• Integration with ERP system, i.e., SAP producing outgoing bills with the same system

Additional capabilities

• “Order to Cash”, Mobile device connectivity
• Automated Customer Response Management (incoming request/outgoing response)