Adaptive
Case Management:
Comparing Document-centric and Customer-centric
Approaches
Holistic customer service has become more essential than ever for
retention, acquisition and support of business relationships that stimulate
competitive advantage and customer loyalty.
Shedding light on the progress
enterprises have made and still need in this critical area, ISIS
Papyrus and AIIM joined forces to explore how enterprise organizations are
handling the intersection of data, process and content (including documents)
amid the evolving challenges of case management:
- General purpose
ECM and DM systems may lack inherent functionality and process flexibility
- Integration
with a CRM system may be needed for full-circle communications
- Traditionally
rigid BPM systems are restrictive for responsive, document-heavy
and case-driven service
Recent industry advances have introduced the concept
of adaptive case management within or supplementing ECM and CRM systems:
- To
empower and manage collaborative work and efficient workflows
- To
enable flexible, accountable and holistic knowledge-based activity
- To
allow process adaptation to meet the needs of the customer
- To
expand access to the knowledge worker’s expertise and experience
In this June 2010 report, we survey information-focused professionals
about whether and how well the current IT infrastructure of customer-centric,
process-driven suppliers matches the demands of case management - and
we look at their planned strategies for the future.
