ISIS Papyrus - Whitepaper - Whitepaper: Adaptive Case Management

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

Find out more about ISIS Papyrus Case Management

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.

Whitepaper available now!

A snapshot of the 2010 research findings from AIIM and ISIS Papyrus:

60% of surveyed organizations are using case files for one-third or more of their business processes
E-mail alerts are still a primary workflow driver for three-quarters of organizations surveyed
Only 10% use an integrated combination of ECM/DM and CRM
Collecting content from multiple repositories into a case file is the biggest content problem
Nearly 2/3 of organizations rely on manual processes to capture the majority (75%) of their customer communications
40% cite the difficulty of adding and changing processes as the biggest issue with current case-handling

Whitepaper Request Form

To request a free electronic copy of the whitepaper please fill out the form below.

* Required items.

Prefix *

First name *

Last name *

Company name *

Email address *

Country
code *

Area
code *

Phone
number *

Ext.

Department

Job function *

Address/Street *

City *

State

Zip code *

Country *

Yes, I would like to receive information by post and e-mail on ISIS Papyrus solutions, news and invitations to ISIS Papyrus Events. I can withdraw my approval at any time.

Are you human? *

This field should be left blank