Are you responsible for identifying appropriate technologies to help your business automate processes and support workflows? If so, you've probably heard of Case Management: it's long been associated with legal and healthcare organisations. However, recent technology developments have made the basic idea much more broadly applicable. You can now find vendors variously promoting 'Adaptive', 'Dynamic' and 'Advanced' Case Management tools that aim to help with challenges in areas like fraud management, customer-centric servicing, customer support, and contract/bid management. The promise is that the tools will help specialist staff get their work done more effectively by making it easier to manage and co-ordinate work, even when it's unpredictable.
There's a lot of hype and confusion in this space, though – so it's difficult to tell whether Case Management tools can really help, or whether this is just another 'shiny object' that vendors want you to chase…
These slides are from a webinar recorded on 27 February 2014. The webinar replay will give you an unbiased, independent and expert take on what Case Management is, why it's important, and where it fits in a portfolio of tools for supporting knowledge work and business processes. To access the replay visit http://www.mwdadvisors.com/library/detail.php?id=554
For further information contact Neil Ward-Dutton (email@example.com)