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IBM Information Management - Optimera er verksamhet och öka kundnyttan med nästa generation av avancerad ärendehantering
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IBM Information Management - Optimera er verksamhet och öka kundnyttan med nästa generation av avancerad ärendehantering


Marknadens krav på ökad kundservice, insikt, kontroll och helhetsvy av information och …

Marknadens krav på ökad kundservice, insikt, kontroll och helhetsvy av information och
kund, samt regelverk ställer höga krav på hur företag hanterar sina ärendeprocesser
och affärsinformation. IBM adresserar detta genom att annonsera Advanced Case
Management, som kombinerar alla de egenskaper som behövs för en effektiv och kvalitativ hantering.

Talare: Mathias Sognefors, Nordic ECM Sales Lead, IBM

Denna presentation hölls på ett seminariepass för Information Management under IBM Software Day 2010.

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  • 1. Nästa generations ärendehantering Optimera er verksamhet och öka kundnytta med nästa generation av avancerad ärendehantering Mathias Sognefors ECM Sales Leader - Nordics
  • 2. Industry Solutions We are evolving our delivery model to support our clients’ view of “solutions” IBM Software Technology IBM Solution Products Repeated patterns are integrated into new program products
  • 3. Current Business Challenges Knowledge workers in all industries must do more with less… …yet business needs to improve service and manage risk while optimizing costs
  • 4. Current Business Challenges Knowledge workers in all industries The volume and Access to variety of information do more with less… must expertise is can be imperative to overwhelming…and it quality decision is arriving faster every making day Flexibility is Regulatory or legal essential to risks impose need to responding consistently adhere effectively to to critical policies opportunities or and rules threats Automation has handled the routine, exceptions are now the norm, …yet business needs to improve service many automated processes and manage are outsourced risk while optimizing costs
  • 5. Case Management Drive Business Benefits Knowledge workers in all industries must do more with less… Improve Customer Service Improve Operational Speed Delivery Efficiencies Improve Case Reduce Costs Outcomes Reduce Errors Create Provide Information Accuracy Competitive Manage Risk Differentiation Assure Best Practices Foster Collaboration …yet business needs to improve service and manage risk while optimizing costs
  • 6. What is Case Management? • Case Management typically includes creating a case file and following a process to ensure delivery of services. Case related information is used by case managers or a case team who collaborate to resolve and close a case. • After a case is closed, information is typically retained for compliance or long-term business processes. • Case management is highly collaborative, dynamic, and event driven work, with typically long lived cases and processes.
  • 7. Next-Generation of Case Management is Emerging Flexible and adaptive technologies from these markets can Collaborative address many case Software management ECM BPM requirements but need to be deeply integrated to meet new challenges Case Horizontal Management CRM Case Apps Vertical or horizontal applications solve Vertical specific case Case Apps ERP problems but may lack the flexibility and extensibility to serve as a foundation for advanced case management
  • 8. Different Types of ‘Cases’ Across Industries Invoice, contract, employee, vendor, customer, project, change request, complaint, exception, incident, audit, eDiscovery, etc. INSURANCE BANKING HEALTHCARE GOVERNMENT ENERGY • Policy • Loan • Patient case • Benefits • Rate case • Dispute enrolment • Underwriting • Member • Claim • Mortgage • Grant • Claim • Account • Provider • Permit • Court case • Annuity • Credit card • Land • Personal line • Citizen • Property • Investment • Taxpayer However, a common pattern of challenges exists across industries
  • 9. What capabilities are needed for advanced case mgmt? A solution pattern where… For challenges such That requires unique as… capabilities from… • There are collaborative, • Complex exception • Content management ad-hoc processes handling • Business process • Activities are event- • Complaint or dispute management driven management • Collaboration tools • Work is knowledge • Contract management • Social software intensive • Lending applications • Business rules • Content is essential for • Benefits enrollment • Analytics decision making • Rate case management • Outcomes are goal- • …that are both horizontal oriented and vertical in nature • The judgment of people impact how the goal is achieved • Process is often not Bring predetermined people, process and information together … in context of a case
  • 10. IBM Advanced Case Management Case Worker Runtime Case Builder Solution Design Case APIs & Extensibility Content Events Workflow Rules Collaboration Integration Analytics & Social S/W people process information ● Unites information, process and people ● Manages and governs entire case lifecycle ● Delivers optimized case outcomes ● Provides extensive ecosystem of partners through analytics, rules, collaboration delivering case management solutions and social computing ● Shortens time-to-value with better tools, ● Supports work management of out-of-the box solutions and templating structured and unstructured activities capabilities ● Delivers trusted information to the case
  • 11. 11 IBM Case Manager – Product view • Product launch: 4Q - 2010 – Solution Builder, Run Time Client, and related APIs • Solution builder tool oriented to needs of business analysts • New end user interface & design tool with out-of-the-box widget-based case management environment • Case templating, including dynamic activity creation and assignment and pre- defined process creation/integration – Content Analytics 2.2 • Full Text Unstructured Analytics – Cognos Real Time Monitoring 10.1 • Real Time Analytics – SameTime 8.5.1 • Embedded awareness in case runtime and web chat – ILOG jRules • Business rules engine
  • 12. Solution builder 12
  • 13. Run time client (example)
  • 14. Run time client (example)
  • 15. Comprehensive Reporting and Analysis
  • 16. Comprehensive Reporting and Analysis
  • 17. 17 ACM leverage IBM Software • Enterprise Content Management – Records Management & Classifications – Collection & archiving • WebSphere – Business process management – Enterprise integration & application deployment • Information Management – Master data management – Information modelling, definition, governance and integration • Lotus – Enhanced collaboration, social networks, portal and mashups
  • 18. IBM partners for vertical case management solutions • Over 500 Business Partner solutions are listed in our Industry Solutions Catalog. • Over 200 of these solutions exist to address industry specific issues relative to case management in all its forms. 18
  • 19. 19 IBM ACM Communities & Info • More information on IBM Advanced Case Management: – • IBM Advanced Case Management blog: – • ECM UserNet - the worldwide community of ECM users: – • ECM On-line Community – share and interact with peers around the world: –
  • 20. 20 Tack! Frågor?