10 Must Knows about Case Management and Smart Process Applications
John Mancini

By: John Mancini on July 30th, 2014

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10 Must Knows about Case Management and Smart Process Applications

Case Management

These 10 “things you need to know” about Case Management/BPM and Smart Process Applications are drawn from a survey of 301 information professionals conducted earlier this year. Survey respondents represent organizations of all sizes. Larger organizations over 5,000 employees represent 33%, with mid-sized organizations of 500 to 5,000 employees at 38%. Small-to-mid sized organizations with 10 to 500 employees constitute 25%. 64% of the participants were from North America, and 25% from Europe.

  1. For 51% of the organizations polled, half or more of their business processes are not straightforward or predictable. For 62%, half or more processes involve assembling a case folder, claim file, project folder, proposal, etc.

  2. Increasing customer expectations for speed of response is the biggest pain point for those surveyed (44%). Dealing with unstructured inputs and connecting to key business systems was the next biggest issue (42%).

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  3. 58% consider their case handling system to be vital or very important to their customer experience management. For 67%, it is vital or very important for legal and regulatory compliance.

  4. 37% have a case-capable support system, whereas 28% need to use customizations, workarounds, and add-ons to handle case scenarios. 18% use an entirely manual process, and 17% don’t really manage cases as processes.

  5. 32% feel that a better system would also improve productivity, and 22% feel that the successful outcome of their cases is being limited by poor IT support.

  6. 7% are live with adaptive and intelligent workflows, with a further 12% experimenting. 45% are more likely to be using fixed workflows, and 36% have very few computer-driven processes.

  7. Of those using smart applications, 41% have achieved successful outcomes, and 52% feel the results are promising, but it is early days. The biggest deployment issues are setting up the rules and handling difficult exceptions.

  8. The biggest benefits cited by users are faster and more consistent customer response and faster end-to-end process times. Staff appreciates the flexibility, and adaptive systems make it much easier to respond to regulatory change.

  9. For 67% of respondents, half or more of their main LOB processes involve connecting multi-channel inbound content to one managed process. One third considers this to be their biggest single problem in managing cases.

  10. 23% admit that their management of inbound emails and faxes is somewhat ad hoc or even “chaotic.”

 

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About John Mancini

John Mancini is the President of Content Results, LLC and the Past President of AIIM. He is a well-known author, speaker, and advisor on information management, digital transformation and intelligent automation. John is a frequent keynote speaker and author of more than 30 eBooks on a variety of topics. He can be found on Twitter, LinkedIn and Facebook as jmancini77. Recent keynote topics include: The Stairway to Digital Transformation Navigating Disruptive Waters — 4 Things You Need to Know to Build Your Digital Transformation Strategy Getting Ahead of the Digital Transformation Curve Viewing Information Management Through a New Lens Digital Disruption: 6 Strategies to Avoid Being “Blockbustered” Specialties: Keynote speaker and writer on AI, RPA, intelligent Information Management, Intelligent Automation and Digital Transformation. Consensus-building with Boards to create strategic focus, action, and accountability. Extensive public speaking and public relations work Conversant and experienced in major technology issues and trends. Expert on inbound and content marketing, particularly in an association environment and on the Hubspot platform. John is a Phi Beta Kappa graduate of the College of William and Mary, and holds an M.A. in Public Policy from the Woodrow Wilson School at Princeton University.