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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.

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

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