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NEWS FROM ISIS PAPYRUS
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www.isis-papyrus.com
Cross-Industry Survey Reveals Strong
North American Demand
to Improve Existing ECM and CRM
for Case Management
(DALLAS and BOSTON) Sept. 14, 2010 – Enterprise
software provider ISIS Papyrus announced that a new
research report from AIIM reveals strong demand for
better case management functionality and integration
among ECM and CRM systems.
The AIIM report entitled “Adaptive
Case Management - comparing document-centric and customer-centric
approaches,” details research conducted among
the AIIM community to explore how well the IT infrastructure
currently used by customer-centric, process-driven
suppliers in the real world matches the actual demands
of case management, as well as to look at their planned
strategies for the future.
“The evolution of
case management is increasingly important and relevant
to enterprise professionals managing the information
needs of competitive organizations,” said Doug
Miles, Director of AIIM
Market Intelligence. “While
case management seems to be well understood and valued,
real-world solutions for interaction between critical
content, process and data systems are not widely implemented – and
those in place are lacking in functionality, integration,
usability or all of the above. It’s clearly a
major pain point for service-oriented organizations
to optimize their case management systems to better
meet customer needs.”
Key findings from the AIIM
report indicate a need for broad-based improvement
in case management:
- 60% of organizations
are using case files for one-third or more of their
business processes
- Email alerts are still a
primary workflow driver for three-quarters of organizations
- Nearly
two-thirds of organizations rely on manual processes
to capture 75% of customer communications
- 40%
cite difficulty of adding and changing processes as
the biggest issue with current case-handling mechanisms
- Only
10% have case management supplied as standard with
their ECM or CRM system
“Case
management has
shifted toward ensuring the best experience for the
customer, rather than merely achieving operational
efficiency and process automation,” said Annemarie
Pucher, CEO of ISIS Papyrus Software. “The increased
complexity of enterprise content and service environments
has fueled the requirement to enable easier sharing
and integration and empower knowledge workers to control
process changes, communications and decision-making
for better customer satisfaction and case resolution.
This desire to react and adjust to improve the outcome
is the driver for advances like Adaptive Case Management.”
The
Papyrus
Business Communications and Process Platform empowers enterprise business users and knowledge workers
to optimize processes, tasks, communications and documents
across a wide range of case-driven activity in service-based
organizations. Papyrus Adaptive Case Management (ACM)
further supports business applications from claims
management and account opening to contract management
and purchase-to-pay (procurement).
Released
June 30, the report’s results were generated
from 290 responses from individual members of the AIIM
community received April 15-May 4 as part of the research
conducted by AIIM and sponsored by ISIS Papyrus. Individuals
from enterprise companies with 500-5,000 employees
represented 68% of the respondents in the research.
The new AIIM report, “Adaptive Case Management
- comparing document-centric and customer-centric approaches,” is
available for download from the ISIS Papyrus Web site,
as well as at the AIIM
Resource Center upon registration.
A longtime proponent of adaptive processes for the
enterprise, ISIS Papyrus has also contributed a chapter
titled, “The Elements of Adaptive Case Management” to
a new business book for executives and managers of
knowledge workers – “Mastering
the Unpredictable” – which
recently ranked as a business Bestseller at Amazon.com.
About AIIM:
AIIM (www.aiim.org) is the community that
provides education, research, and best practices to
help organizations find, control, and optimize their
information. For over 60 years, AIIM has been the leading
non-profit organization focused on helping users to
understand the challenges associated with managing
documents, content, records, and business processes.
Today, AIIM is international in scope, independent,
implementation-focused, and, as the representative
of the entire ECM industry - including users, suppliers,
and the channel – acts as the industry’s
intermediary.
About ISIS Papyrus Software:
Global software
innovator ISIS Papyrus (www.isis-papyrus.com) offers
a flexible platform for fully integrated inbound and
outbound communications, personalization and process
optimization in customer-focused environments. Knowledge-driven,
case management applications using ISIS Papyrus standard
software can enable customer claims management, contract
management, financial account management, purchase-to-pay
and fraud investigations, among others. Consolidating
ECM, BPM and CRM, Papyrus enables flexibility, efficiency,
collaboration, quality and continuous improvement of
customer-focused content and processes. As an AIIM
Trade Member and OASIS Foundational Member, ISIS Papyrus
supports and promotes technology and standards benefiting
the business user.
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Press Information available online: www.isis-papyrus.com/press
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