Dan Crow - Bring Order To Chaos: Examples of Dynamic Case Management In Action

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In this session discover how today’s successful companies don’t just compete on their products or services alone, they compete on process - how they deliver those products and services. However, not every process can be neatly defined. You know your goals and the information or steps required to make decisions and deliver the work. But how the work gets done may vary based on the unique situation or customer. Whether you need to open accounts, process claims, or maintain property records, you need to know who has the work item, what has happened, where the documents are, and what's necessary to get the work done. OpenText’s case management solutions help you manage these unstructured and typically most expensive and complex processes. Our solutions relate independent documents across the enterprise into a single virtual folder or ‘case'. You gain control over these cases whether it's a defined process, ad hoc process, or a combination of both.

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Dan Crow - Bring Order To Chaos: Examples of Dynamic Case Management In Action

  1. 1. Bring Order to Chaos:Real world examples of dynamic case management in action Daniel Crow Business Solution Consultant 16th May, 2012
  2. 2. Quick Poll Who Uses:  Who Faced:  Content Server?  Multiple integration points?  Process360?  Dynamic process  Metastorm BPM? requirements?  Case360?  Need for content?  Other BPMS or other tools?  “exception is the rule”?
  3. 3. Process ContinuumHighly Predictable Unstructured ProcessesStructured Process Content Centric, CollaborativeStraight-Through Processing User-driven What is the Nature of Your Work?
  4. 4. Nearly 80% of processes …and have notare unstructured... been automated. Source: Gartner Research
  5. 5. Simple Auto Claim
  6. 6. Options?
  7. 7. Case Management
  8. 8. LA County reduced time toprocess DNA samples from1200 criminal arrests eachday across 40 agencies.
  9. 9. Loan exception reportingand reviews were reducedfrom 7 days to seconds.
  10. 10. After 110 years with a paper-based claims process,Physicians Mutual wentpaperless in 2010.
  11. 11. From outsourcing to outstanding service, every moment matters.Citi can now adapt to newcustomers while managingover 5,000 processors andglobal client transactions,24/7. OpenText BPS Case Manageme
  12. 12. OpenText ECM customerpurchased Case360 toprocess insurance claims
  13. 13. From service requestto service response,every momentmatters. Qsuper built a CRM based case management solution to manage their members portfolio OpenText BPS Case Manageme
  14. 14. Demonstration
  15. 15. Financial Asset ServicingPersona-based UIRelationship Back Office Processor Contact Centre Manager Manager
  16. 16. Not In Good Order(NIGO) CONFIRMREQUEST CONFIRM REQUEST FAX MESSAGE FAX INFORMATION CLIENT FOLDER CLIENT REQUEST FOLDER CHANGE OF LETTER LETTER CIRCUMSTANCE VERIFY INSTRUCTION INDEX SWITCH EMAIL EMAIL FUND A TO VERIFY FUND B INSTRUCTION NEW ACCOUNT ONLINE ONLINE VERIFY FOR FUND C INSTRUCTION SUBMIT FILESSUBMIT FILES FREE FORMATFREE FORMAT STRUCTUREDSTRUCTURED DATA DATA
  17. 17. Questions?
  18. 18. Next session in this room will be Joined Up Thinking for a Connected World Mark McGregor Author & Performance Coach Thierry Tastet Senior Solutions Consultant OpenText

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