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Dynamic Case Management

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Organizations are under increasing pressure to manage the costs and risks of servicing customer requests. Whether the request is a loan, claim, or benefit, there is a need for a greater emphasis on automating and tracking inconsistent “incidents” that do not follow a well-defined process. These incidents are the result of new demands from regulators, auditors, and litigants based on external regulations. Moreover, the increased use of collaboration and social media has challenged organizations that rely on static business processes implemented in frozen legacy systems. Dynamic Case Management solves these challenges by providing a means to handle ad hoc and unstructured requests in a reliable way.

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Dynamic Case Management

  1. 1. Thomas Stoesser Director BPM Product Management & Marketing Software AG Dynamic Case Management: Managing Risks and Improving Results
  2. 2. Dynamic Case Management: Managing Risks and Improving Results <ul><li>Craig Le Clair, VP and Principal Analyst, Forrester Research </li></ul>May, 2011
  3. 3. Agenda <ul><li>Dynamic case management. Why now? </li></ul><ul><li>Meeting compliance demands </li></ul><ul><li>Meeting customer interaction challenges </li></ul><ul><li>Platform and technology considerations </li></ul>
  4. 4. What is dynamic case management? Source: December 28, 2009, “Dynamic Case Management — An Old Idea Catches New Fire” Forrester report A semistructured but also collaborative, dynamic, human, and information-intensive process that is driven by outside events and requires incremental and progressive responses from the business domain handling the case.
  5. 5. Why is dynamic case management important now? <ul><li>There’s an increased need to manage the costs and risks of servicing higher numbers of service requests. </li></ul><ul><ul><li>Today’s jobs are less structured, more ad hoc, and require more skills and interaction with other specialists. </li></ul></ul><ul><li>There’s greater emphasis on automating and tracking inconsistent “incidents” that do not follow a well-defined process. </li></ul><ul><li>There are new demands that regulators, auditors, and litigants place on business to respond to external regulations. </li></ul><ul><li>Demographic trends will create a shortage of skilled workers. </li></ul><ul><li>And current workers are not “empowered.” </li></ul>
  6. 6. DCM is needed to tame most untamed processes
  7. 7. Three case management categories will emerge Source: December 28, 2009, “Dynamic Case Management — An Old Idea Catches New Fire” Forrester report Compliance Focused Customer Service Focused
  8. 8. Agenda <ul><li>Dynamic case management. Why now? </li></ul><ul><li>Meeting compliance demands </li></ul><ul><li>Meeting customer interaction challenges </li></ul><ul><li>Platform and technology considerations </li></ul>
  9. 9. Transparency: the next regulatory challenge Source: August 28, 2009, “Transparency Is The Next Step In Compliance . . . Bring On Enterprise Content Management” Forrester report Sustainability could be the next wave
  10. 10. Increased regulation and cost drivers top challenges of case management “ What challenges for managing cases best describes your organization?” Base: 155 case management influencers or decision-makers from the US, UK, Australia, and India (multiple responses accepted)
  11. 11. Agenda <ul><li>Dynamic case management. Why now? </li></ul><ul><li>Meeting compliance demands </li></ul><ul><li>Meeting customer interaction challenges </li></ul><ul><li>Platform and technology considerations </li></ul>
  12. 12. iWorkers’ roles are many and varied
  13. 13. Customer service is top goal of case management “ Please rank the following challenges in terms of importance in achieving your organization’s case management goals. Rank up to 4.” Base: 155 case management influencers or decision-makers from the US, UK, Australia, and India
  14. 14. Customer Service Employees Are Not An Empowered Group September 2010 “Empower Customers And iWorkers With On-Demand Customer Communications”
  15. 15. Agenda <ul><li>Dynamic case management. Why now? </li></ul><ul><li>Meeting compliance demands </li></ul><ul><li>Meeting customer interaction challenges </li></ul><ul><li>Platform and technology considerations </li></ul>
  16. 16. Source: December 28, 2009, “Dynamic Case Management — An Old Idea Catches New Fire” Forrester report Case management combines ECM, BPMS, and analytics with user experience advances
  17. 17. Untamed business processes – also a target
  18. 18. Lack of structure and non-value-added activity –hallmark of untamed business processes <ul><li>Structured data </li></ul><ul><li>In-band </li></ul><ul><li>Single-process focus </li></ul><ul><li>Well-structured </li></ul><ul><li>Strong IT focus </li></ul><ul><li>People adapt to App. </li></ul><ul><li>Unstructured content </li></ul><ul><li>Out-of-band, </li></ul><ul><li>Chaotic, </li></ul><ul><li>Non-value-added activities </li></ul><ul><li>Cross-process coordination </li></ul><ul><li>Poorer IT focus </li></ul><ul><li>Apps. adapt to people </li></ul>Un-tamed business processes Packaged apps.
  19. 19. Future – Not Bright for Packaged App. Vendors
  20. 20. Case Management can make packaged apps. more dynamic and better designed for people
  21. 21. Thank you <ul><li>Craig Le Clair </li></ul><ul><ul><li>+1 617.613.6176 </li></ul></ul><ul><ul><li>[email_address] </li></ul></ul><ul><ul><li>www.forrester.com </li></ul></ul>
  22. 22. Thomas Stoesser Director, Product Marketing Enterprise BPM Software AG's Approach to Case Management
  23. 23. BPM & Case Management – A spectrum of capabilities September 6, 2011 | Software AG - Get There Faster | Case Management tends to be more on the side of unstructured processes than structured; and case management is rarely fully automated Typically, BPMS tends to support mostly structured processes that are mostly automated
  24. 24. Enterprise Content Integration Application Integration SOA Governance CentraSite wM BPMS, wM Business Rules & wM Business Events wM ESB & wM CSP Consulting Engagement Case Management Architecture Monitoring & Analytics Process Intelligence Case Worker Experience Case Structured Semi- Structured Dynamic
  25. 25. webMethods as an infrastructure for Case Management in the long term savings division Eli Negri Chief Information Officer Life Pension & Long Term Savings
  26. 26. <ul><li>About Clal insurance and its IT company – Clalbit </li></ul><ul><li>The Business needs </li></ul><ul><li>The Solution perception </li></ul><ul><li>The Implementation </li></ul>Topics
  27. 27. About Clal Group: <ul><li>Line of Business: Financial Services, including Long Term Savings, Non-Life Insurance, Health Insurance and Credit Financing </li></ul><ul><li>Established 1987 </li></ul><ul><li>Clal offers a wide range of insurance which are appropriate for private individuals, companies or businesses </li></ul><ul><li>Clal's objectives over time have been to reliably, professionally and carefully manage its members' funds, while being placed among the economy's leading companies in terms of returns. </li></ul>
  28. 28. Clalbit ltd. <ul><li>IT orientation </li></ul><ul><li>Strategic growth engine </li></ul><ul><li>Support for 3,500 internal users + 5,000 agents </li></ul><ul><li>7/24 Operational </li></ul><ul><li>Main technologies : SAP, .NET </li></ul><ul><li>Global support </li></ul><ul><li>Support for diverse customers : </li></ul>General insurance Health insurance Financing L.T.S Insurance investments
  29. 29. The Challenge <ul><li>A collection of core applications which </li></ul><ul><li>delivers an optimal solution to their </li></ul><ul><li>content domain </li></ul><ul><li>A “Spaghetti of designated interfaces” </li></ul><ul><li>for application integration </li></ul><ul><li>Difficulties in support of all business </li></ul><ul><li>processes within the organization </li></ul><ul><li>Duplication of business logic/ </li></ul><ul><li>processes </li></ul><ul><li>Difficulties in creating a single </li></ul><ul><li>customer view (using an I.D) </li></ul><ul><li>High cost of maintenance over time </li></ul>Present status Main problems
  30. 30. The Solution wM Optimize (BAM) My webMethods Server Business processes Layer Data Issue Changes Collection Payables R eceivables Claims Redemption Agents. Simulator EIS Life Alis Life MSS Pension Funds DW Archive Clerk/Agent Desktop ( By profile ) wM BPMS Integration layer wM Applinx, wM IS, CentraSite Main business Services
  31. 31. BAM BPMS IS Utilities DAL UI LIA CSP OCR WorkBench – The Final Piece in the Puzzle The LifeInfra Workbench leverages WM and CSP, to create a unified solution for the user. Manage – Manage the tasks, Manage the processes, collect information Host – host a variety of systems (Java, .Net , SAP , Cobol etc..) both Web and Winform Execute – Execute all required tasks to complete a case Control - Operational reports with drill-down capabilities Workbench
  32. 32. Case Execution - Inbox
  33. 33. Case Execution – Displaying Core System Data
  34. 34. Case Execution – Displaying Documents
  35. 35. Thank You
  36. 36. What To Do Next Download Case Management Whitepaper s oftwareag.com/corporate/res/wp/default.asp Learn More softwareag.com/BPM Contact Your Sales Representative
  37. 37. The Must-Attend Event for Software AG Customers! <ul><li>Save the Dates </li></ul><ul><li>ProcessWorld Europe </li></ul><ul><li>Berlin, Germany </li></ul><ul><li>31 May – 1 June </li></ul><ul><li>ProcessWorld Americas </li></ul><ul><li>Orlando, Florida </li></ul><ul><li>27-29 June </li></ul>| | For more information, please visit www.processworld.com <ul><li>Networking! </li></ul><ul><li>Real-life Successes! </li></ul><ul><li>New Approaches! </li></ul><ul><li>Access to Experts! </li></ul>
  38. 38. Register Now for ProcessWorld 2011! Maritim Hotel Berlin| May 31 – June 1 www.ProcessWorld.com Mark Jeffries Conference Moderator Karl-Heinz Streibich CEO Software AG Dr. Wolfram Jost CTO Software AG Dr. Mathias Kirchmer Executive Director, BPM Accenture
  39. 39. Thank you!

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