Excellence in ACMAdaptive Case Management
Empowers business users to plan, carry out and manage their work. As a general purpose solution, ACM puts users in the center of a process to support a broad range of business activities.
Adaptive Case Management (ACM): Where Flexibility Meets Efficiency
In the digital age, automating repetitive tasks is only half the battle. In high-stakes, customer-centric environments, exceptions are the norm. Traditional BPM follows a rigid line; Papyrus ACM follows the goal. Our methodology empowers your knowledge workers to navigate non-routine, collaborative, and complex scenarios with total adaptive flexibility—whether your team is on-site or remote.
Beyond Basic Workflow: The ACM Advantage
Goal-Oriented Design
Shift from “Step-by-Step” to “Outcome-Driven.” Define the business goal, and let the system dynamically present the necessary tasks and data.
Empowered Knowledge Workers
Give your experts the “Air Traffic Control” view. ACM provides the tools to handle unique cases without needing to rewrite the underlying code.
Unified Content & Process
Documents aren’t just attachments—they are active triggers. Data from a digital form or an incoming email automatically unlocks the next stage of the case.
Real-Time Governance
Maintain 100% auditability. Even when a process adapts to an exception, every decision is tracked, logged, and compliant.
How the ACM Methodology Works in Practice
1
The Case Folder
Everything related to a business goal (a Policy Application, a Claim, a Legal Dispute) is contained in a single “Virtual Folder.”
2
Ad-Hoc Tasking
A Knowledge Worker can trigger “Ad-Hoc” tasks that weren’t originally planned. If an Underwriter sees a red flag, they can manually add a “Request More Info” task, and the ACM tracks it as part of the legal record.
3
Human-in-the-Loop
Instead of the machine “routing” the human, the machine supports the human by presenting the necessary tools, templates, and rules at the right moment.
4
Continuous Learning
As experts handle cases, the ACM methodology captures these “pathways.” This “Tacit Knowledge” can then be analyzed to optimize future automated suggestions.
Delivering ACM Solutions at Speed and Scale
The award-winning Papyrus ACM Business Designer empowers creative, non-technical professionals to define and deploy complex business processes in record time. By removing the dependency on traditional programming, your business users can orchestrate data-driven cases and omni-channel communications directly.
Empower the Business User—No Programmer Needed
Transform how work gets done by shifting “The Pen” to those who understand the business best. The Business Designer integrates core system data with automated workflows to bridge the gap between strategy and execution.
The Full Lifecycle: From Request to Closure
Design and customize any workflow with built-in governance and collaborative tools:
Multi-Step Reviews & Approvals
Define complex sign-off chains with ease.
Intelligent Content Routing
Automate how documents and data move across the organization.
Omni-Channel Delivery
Seamlessly integrate communications into the heart of the case.
Built-in Change Management
Manage releases and updates within a governed, collaborative designer environment.
Implement New Applications in Weeks, Not Months
In an era of constant change, the ability to innovate at speed is the ultimate competitive advantage. Papyrus empowers your organization to become a Fast Innovator, rapidly building and deploying new business services on top of a ready-to-use, enterprise-scale foundation. By utilizing a “Fit-for-Future” scalable architecture, you can turn complex requirements into individual solutions in a fraction of the time required by traditional development.
The Rapid Innovation Framework
Definition Over Coding
Speed up application creation through visual configuration instead of manual programming. This “No-Code” approach allows you to bridge the gap between business requirements and a live solution almost instantly.
Ready-to-Use Foundation
Leverage a platform that already has Omni-channel communication, Content Services, and BPA (Business Process Automation) built-in. You don’t start from scratch; you start from a position of strength.
Architectural Freedom
Deploy and run your applications wherever they deliver the most value—in any Cloud environment, on virtual machines, or on-premise servers—without sacrificing performance or security.
Fast Integration
Seamlessly connect new services with your existing core systems, ensuring that innovation doesn’t create new data silos, but enhances your existing ecosystem.
The Six Integrated Elements of ACM: Innovation at Scale
In a world of constant change, speed is your ultimate advantage. Papyrus empowers you to become a Fast Innovator, building new services in weeks—not months—on an enterprise-scale foundation. By unifying Omni-channel, Content, BPA, and Fast Integration, we eliminate silos and shift the focus from manual coding to visual configuration. Whether in the Cloud or On-premise, you gain the architectural freedom to scale digital transformation across your entire global ecosystem.
Content
Inbound and outbound communication managed across all channels and formats from a single source.
Goals
Goal-driven processes with milestones and rules that manage the path and control progression toward outcomes.
Tasks & Activities
Collaborative activities performed on data models and content, with state/event chains of execution instead of rigid flowcharts.
Data
SOA and other interfaces connect existing systems—CRM, SAP, XRM, Guidewire, Salesforce—to the process environment.
Rules
Natural language rule editing enables clear text and syntax-free entry of business rules by non-technical users.
User Interface
Same experience across Desktop, Browser and Mobile—authorized users define forms and wizards from reusable widgets.
Manage Any Type of Work: One Environment, Infinite Flexibility
In the “Age of the Customer,” enterprise expectations have shifted. Static, linear processes are no longer enough to support a workforce that must be dynamic, collaborative, and context-specific.
The core difference between traditional BPM and Papyrus ACM is where and how your team takes action. While traditional systems hit a wall when faced with complexity, Papyrus ensures you can handle every unique customer situation by orchestrating all types of work in a single, unified environment.
The Spectrum of Automation
Papyrus ACM is the only platform that masters the entire continuum of business operations:
Straight-Through Processing (STP)
Fully automated, high-volume tasks that require zero human intervention.
Guided Workflows
Standardized processes that provide “guardrails” for users while ensuring compliance.
Adaptive Collaborative Processing
Non-routine work where experts collaborate, share knowledge, and make data-driven decisions.
Dynamic Case Management
High-complexity scenarios where the path is determined by the specific context of the case.
“Don’t Force the Work into the System. Build the System Around the Work.” Stop switching between disconnected tools for ‘simple’ and ‘complex’ tasks. Papyrus ACM provides a single architectural home for your entire operational lifecycle.
The Three Pillars of Modern Operations
Build for Speed: High-Velocity Automation
Automate everything that can be automated. Tasks that follow a fixed set of rules or procedures should run without delays or human intervention. Papyrus ensures that high-volume, “Straight-Through Processing” (STP) is executed at scale, reducing operational costs and eliminating manual errors.
Best for: Renewals, simple claims, data validation, and high-volume correspondence.
Adapt in Real Time: Event-Driven Agility
Flexibly handle dynamic processes that shift with the context. Business isn’t always a straight line. Papyrus allows you to manage event-driven processes that take different execution routes to reach the goal. Built-in intelligence guides employees, allowing them to add ad-hoc tasks and modify running processes “on-the-fly” at the moment of execution.
Best for: Underwriting referrals, complex endorsements, and multi-departmental workflows.
Handle Exceptions Dynamically: Expert-Led Resolution
Leverage your team’s skills to handle the unforeseen—without IT. When “exceptions are the norm,” your employees need the power to assemble business processes interactively. Changes are immediately executable, and the system automatically charts the graphical notation in the background. This captures “tacit knowledge” so it can be reused in similar future situations.
Best for: Manuscript policies, complex legal disputes, and “Grey Area” claims.
Intelligence at Work: The User Trained Agent (UTA)
Meet the intelligent assistant that learns from your top performers.
The User Trained Agent (UTA) represents a paradigm shift in decision-making. Rather than following rigid algorithms, the UTA acts as a digital apprentice, observing the actions of your most talented professionals to capture their “Secrets of Success.” It transforms tacit expertise into a scalable digital asset, cutting through data overload to provide your team with instant clarity. By surfacing the “Next Best Action” based on proven high-value outcomes, the UTA eliminates guesswork and ensures every decision is backed by your organization’s collective intelligence. With Papyrus, you don’t just automate—you empower your workforce to make faster, smarter, and more consistent decisions at scale.
The “Conversational” Connection
“By combining ACM with Owlfie.ai, you create an Agentic Case Environment. The user can literally ‘talk’ to the case: ‘Owlfie, what is missing to close this renewal?’ and the ACM engine will cross-reference the Binder, the Subjectivities, and the Data to provide the answer.”
Learns from experts
Next Best Action
Instant clarity
Connecting Everyone: The Unified Case Environment
Break down silos and orchestrate collaboration across the entire enterprise. Papyrus ACM processes transcend departmental boundaries, connecting every stakeholder—internal and external—within a single, synchronized case folder. By automating request assignments and intelligent routing, the system ensures the right work reaches the right person at the right time.
Engage Anytime, Anywhere: True Omni-Channel Collaboration
The modern business case doesn’t live in an office—it lives wherever your stakeholders are. Complex cases—whether a loan application, a global insurance claim, or a high-stakes contract—require seamless coordination between customers, partners, and internal experts. Papyrus erases geographical and technical boundaries by unifying inbound and outbound communication into a single, mobile-ready environment.
Be Always-On: Listen Across Every Touchpoint
In a 24/7 digital economy, your organization must be ready to listen. Papyrus captures information across all channels—self-service portals, email, paper, mobile, social, and chat—instantly extracting data and delivering it directly into the relevant case. No manual entry, no delays, and no lost information.
The Benefit: Real-time data capture that fuels immediate action.
Provide Guidance: Simplify the Complex
Deliver engaging, high-value experiences that help customers help you. By using interactive forms, embedded videos, live chat, and intuitive Wizards, you guide users through data entry and document uploads.
The Benefit: Drastically reduced “Not-In-Good-Order” (NIGO) submissions and faster processing times.
Deliver Personalized Experiences
Stop treating every interaction as an isolated event. Papyrus enables a bi-directional, omni-channel conversation that follows the customer across devices. Whether they start on a laptop and finish on a smartphone, the context remains intact, connecting every interaction into a single, seamless brand experience.
The Benefit: Higher customer retention through a “Single Source of Truth” for the entire relationship.
Speed Up Completion
Eliminate the bottlenecks that stall business. All stakeholders—internal and external—have immediate access to the case history. They can initiate chats, phone calls, emails, or formal letters directly from the case environment, ensuring that the “Next Best Action” is taken without leaving the platform.
The Benefit: Compressed cycle times from “Request to Closure.”
Work Smarter with a Unified Digital Workplace
Modern case management is a mosaic of moving parts: documents, emails, data, and communication histories. The Papyrus Digital Workplace binds these elements into a single, intelligent framework, allowing your team to focus on high-value decisions instead of navigating software silos.
Connect Stakeholders: Seamless Global Collaboration
Engage customers, partners, agents, and employees in a high-velocity, process-driven environment. Papyrus ensures that information is created, retrieved, and shared in record time.
Automated Orchestration: Requests are intelligently assigned and forwarded based on real-time availability and expertise.
Active Collaboration: Integrated chat, web conferencing, and messaging allow all stakeholders—internal and external—to solve problems together within the live case.
Bridge the Gap: Front-End to Back-End Integration
Eliminate the “latency gap” between customer interaction and operational processing. By connecting your front-end engagement directly to back-office systems, every customer touchpoint is immediately visible and actionable.
Real-Time Visibility: Whether a customer uploads a document via a mobile app or sends an inquiry through a portal, the back office sees it instantly.
Continuous Flow: Move from “Customer Request” to “Internal Processing” without manual data re-entry or document uploads.
Empower the Employee: The 360-Degree Experience (EX)
A great Customer Experience (CX) starts with a great Employee Experience (EX). Papyrus brings together everything that belongs together—data, content, and processes—into a central, 360-degree digital workplace.
The “Zero-Switch” Promise: Everything is at the employee’s fingertips. There is NO NEED TO SWITCH between disconnected systems to find a contract, check a chat history, or verify a payment.
Framework for Success: The ACM case becomes a collaborative hub where business departments, partners, and suppliers work in sync to achieve a common goal.
Why this is a Game-Changer for your Roadmap:
- Reduce “Toggle Tax”: Research shows employees lose up to 4 hours a week switching between apps. Papyrus recovers that time.
- Total Context: Employees make better decisions because they have the full “Story” of the customer relationship in one view.
- Scalable Culture: By connecting partners and suppliers into the same digital workplace, you extend your corporate efficiency to your entire ecosystem.
Insight & Governance: The Strategic Command Center
Transform raw operational data into a high-definition Management Command Center. By providing full transparency through real-time process and task monitoring, Papyrus offers deep insights into the execution of every case—allowing you to identify bottlenecks and improve the speed of critical decision-making.
Stay Up to Date
Gain an immediate overview of priorities, pending matters, and potential delays. With automated activity notifications, you always know “who is doing what” and how long tasks take, ensuring proactive intervention before a delay impacts the customer.
Intelligent Dashboards
Support your teams with easy-to-retrieve information via online dashboards and reports to make informed, data-backed decisions and verify compliance in a timely manner.
Bulletproof Auditability
Analyze activities in minute detail with a complete, tamper-proof Case History. Every data change, process shift, and omni-channel communication is stored as a permanent record, ensuring 100% audit-readiness and a legally defensible trail for every business action.
Frequently Asked Questions
Excellence in ACM is an approach that empowers knowledge workers to plan, carry out and manage their work dynamically. Unlike traditional BPM which follows rigid predefined processes, ACM allows users to adapt processes in real-time, handle exceptions, and make decisions based on the specific context of each case.
Traditional BPM excels at automating predictable, repetitive processes. ACM extends this by enabling collaborative, knowledge worker-centric activities where exceptions are the norm. ACM allows users to modify running processes on-the-fly, add ad-hoc tasks, and handle unforeseen situations without IT involvement.
The User Trained Agent is Papyrus's intelligent AI assistant that learns from the best professionals in your organization. It observes successful actions and decisions, then provides real-time guidance and suggestions to all users — helping them make better decisions faster with instant clarity.
Yes. Papyrus ACM manages the full spectrum — from fully automated processes that run without human intervention, to semi-automated workflows with defined steps, to fully adaptive collaborative cases where knowledge workers make real-time decisions and modify processes on the fly.
New business applications can be implemented in weeks rather than months. The Papyrus Business Designer enables non-technical professionals to define business processes through configuration instead of coding, rapidly turning requirements into deployable solutions.
Papyrus ACM serves industries including banking, insurance, fund management, healthcare, telecommunications, utilities, government and any organization with complex, decision-intensive processes that require both automation and human judgment.
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Papers and Case Studies
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